LEAD ADMINISTRATOR L2

Wipro; Al Khobar; On-site; SAR 240,000 - 420,000; Full time

Job summary

Wipro Limited is seeking an experienced professional to oversee incident management and monitoring protocols to ensure resilient systems and reliable service delivery.

The role involves triaging tickets, guiding permanent fixes, SLA oversight, and collaboration with technical teams on deployments and changes. Strong leadership and knowledge in IBM Storage are essential.

Qualifications

• Experience required: 8-10 years in incident management/production support.

Responsibilities

• Oversee incident management process and define monitoring protocols for system resilience.
• Triaging and resolution of tickets with guidance for permanent fixes of recurring issues.
• Monitor SLA performance and ensure consistent delivery quality.
• Coordinate performance tuning and optimization with production support teams.
• Lead system improvements and review mitigation measures and action plans.
• Develop disaster recovery and data backup plans for quick restoration.

Skills

IBM Storage

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: IBM Storage.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.