LEAD ADMINISTRATOR L2

Wipro; Pune District; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Wipro in Pune, India seeks a senior professional to oversee incident management, define monitoring protocols, and ensure system resilience to meet client expectations.

You will lead SLA monitoring, guide performance improvements, disaster recovery planning, and coordinate with technical teams for rapid issue resolution.

Qualifications

• 8-10 years of experience in incident management or related IT service delivery.
• Experience in monitoring and resilience planning is required.

Responsibilities

• Triaging and resolution of tickets; establish incident monitoring protocols and guide permanent fixes for recurring issues.
• SLA monitoring: review SLA performance, represent the function in meetings, ensure consistent delivery quality.
• Performance tuning and optimization: collaborate with technical teams on production support, incident resolution, deployments, changes.
• System improvements: review mitigation measures and propose improvement actions.
• Disaster recovery: develop DR and data backup plans for resilience and quick restoration.
• Reporting and stakeholder engagement: participate in QBRs, manage client expectations, align with business objectives.
• Team management: supervise daily operations, conduct performance appraisals, provide feedback.
• Knowledge base and continuous learning: update docs, share best practices, and support ongoing knowledge enhancement to improve service efficiency.

Skills

Incident management

Oracle PaaS Cloud Administration

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: Oracle PaaS Cloud Administration.

Experience: 8-10 Years.

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