Lead Administrator L2

Wipro; Mumbai; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Wipro is seeking an experienced professional to oversee the incident management process and define monitoring protocols to ensure system resilience and reliable service delivery for clients in Mumbai. The role involves guiding teams, monitoring SLA performance, and coordinating production support activities to enable efficient deployments and change implementation.

Applicants should have 8-10 years of experience, with strong expertise in M365 Exchange Online, incident resolution, disaster

Qualifications

• 8-10 years of experience in incident management and production support.
• Proficient with M365 Exchange Online and related monitoring tools.

Responsibilities

• Triaging and resolving tickets; establish incident monitoring and provide guidance for permanent fixes.
• Monitor SLA performance; represent function in meetings and ensure delivery quality.
• Coordinate performance tuning and production support activities for incidents and deployments.
• Collaborate on system improvements; review mitigation and action plans with technical teams.
• Develop disaster recovery and data backup plans to ensure resilience and fast restoration.
• Prepare and present reports in QBRs; manage client expectations and align with business goals.
• Supervise team members: daily operations, performance reviews, and feedback.
• Update knowledge base; document complex issues and share best practices across the team.

Skills

M365 Exchange Online

Job description

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.

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

M365 Exchange Online

Experience

8-10 Years

Company Statement

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.