LEAD ADMINISTRATOR L2

Wipro; Pune District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Wipro Limited is seeking an experienced incident management professional to oversee monitoring, SLA adherence, and production support. You will guide teams, drive permanent fixes for recurring issues, and coordinate changes across production environments.

The role requires 8–10 years of SAP BASIS experience, strong disaster recovery knowledge, and the ability to engage stakeholders through QBRs while ensuring service excellence and continuous knowledge sharing within the team.

Qualifications

• 8–10 years of experience in incident management and production support.
• Strong SAP BASIS expertise with hands-on troubleshooting.
• Experience in monitoring, escalation, and SLA adherence.
• Knowledge of disaster recovery planning and data backup processes.
• Ability to lead teams, review performance, and provide feedback.

Responsibilities

• Triaging and resolution of tickets with permanent fixes.
• Establish incident monitoring protocols and provide guidance.
• Monitor SLA performance and ensure consistent delivery quality.
• Coordinate production deployments and change implementations.
• Collaborate on system improvements and mitigation actions.
• Develop disaster recovery and data backup plans.
• Engage with clients in quarterly reviews and align with objectives.
• Supervise daily team operations and conduct appraisals.
• Update knowledge base and share best practices.

Skills

SAP BASIS

Incident management

Production support

Disaster recovery

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

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.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.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.