LEAD ADMINISTRATOR L2

Wipro Technologies; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Wipro Limited in India seeks an experienced Incident Management Lead to oversee incident handling, monitoring protocols, and system resilience for client satisfaction. You will supervise a team and guide resolution efforts across production support.

The role emphasizes SLA monitoring, performance tuning, disaster recovery planning, and stakeholder reporting. A strong SAP BASIS background with 8–10 years of experience is preferred.

Qualifications

• SAP BASIS expertise with 8–10 years of experience in enterprise environments.
• Strong understanding of incident management processes and service delivery.

Responsibilities

• Triaging and resolution of tickets; establish incident monitoring protocols.
• SLA Monitoring; review performance and ensure delivery quality.
• Performance tuning and production support for incident resolution, deployments, and changes.
• Collaborate with technical teams on mitigation measures and improvement actions.
• Disaster recovery planning and data backup procedures to ensure resilience.
• Reporting and stakeholder engagement, including QBRs and client expectations alignment.
• Team management; oversee daily operations, performance appraisals, and feedback.
• Knowledge base maintenance and sharing best practices to improve service efficiency.

Skills

SAP BASIS

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.

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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.