LEAD ADMINISTRATOR L2

Wipro; Maharashtra; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Wipro in India seeks an experienced Incident Management Lead to oversee monitoring protocols, ensure system resilience, and guide the team to deliver reliable service.

You will triage tickets, monitor SLAs, coordinate with technical teams for production support, disaster recovery planning, and stakeholder reporting. SAP BASIS expertise and 8–10 years of experience are required to drive improvements and leadership across the function.

Qualifications

• 8-10 years of experience in incident management or production support.
• Strong monitoring and escalation skills.
• Experience leading a technical team and coordinating with stakeholders.

Responsibilities

• Triaging and resolving tickets; establish incident monitoring protocols for permanent fixes.
• Monitor SLA performance and represent the function in meetings.
• Collaborate with technical teams for production support, deployments, and changes.
• Review mitigation measures and propose improvements to system health.
• Develop disaster recovery and data backup plans for resilience.

Skills

SAP BASIS

Incident management

SLA monitoring

Team management

Performance tuning

Job description

The purpose of this role is to oversee incident management process and define monitoring protocols while ensuring system resilience to manage client expectations and supervise team performance for efficient service delivery.

Job description

Job Description

Role Purpose

The purpose of this role is to oversee incident management process and define monitoring protocols while ensuring system resilience to manage client expectations and supervise team performance for efficient service delivery.

Areas of responsibility

• Triaging and resolution of tickets-Establish incident monitoring protocols and provide technical guidance to enable permanent fixes for recurring issues.
• SLA Monitoring-Review SLA performance across the team, represent the function in meetings, and ensure consistent delivery quality.
• Performance tuning and optimization-Collaborate with technical teams in managing production support activities regarding incident resolution, efficient deployments, and implementation of changes.
• Perform system Improvements-Collaborate with technical teams to review mitigation measures and proposed improvement actions.
• Handling disaster recovery-Develop disaster recovery and data backup plans to ensure system resilience and quick restoration in case of disruptions.
• Reporting and stakeholder engagement-Participate in Quarterly Business Reviews (QBRs), manage client expectations, and ensure alignment with business objectives.
• Team Management-Supervise team members by overseeing daily operations, conducting performance appraisals, and providing feedback.
• Knowledge base and continuous learning Update and maintain documentation for complex issues, share best practices within the team, and support ongoing knowledge enhancement to improve service efficiency.

Mandatory Skills: SAP BASIS

Experience: 8-10 Years

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