LEAD ADMINISTRATOR L2

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

Job summary

Wipro is seeking a seasoned Incident Management Lead to oversee the incident management process, define monitoring protocols, and ensure system resilience for client satisfaction. You will supervise the team, review SLA performance, and drive permanent fixes for recurring issues while coordinating with stakeholders.

The role emphasizes production support, disaster recovery planning, and continuous knowledge sharing to improve service delivery.

Qualifications

• Experience in incident management and production support.
• Proven ability to monitor SLA performance and drive improvements.
• Leadership of a technical support team and stakeholder coordination.

Responsibilities

• 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 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.

Skills

VMware Server Admin

Incident management

SLA Monitoring

Team leadership

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

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: VMware Server Admin.

Experience: 8-10 Years.

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