Lead Admin & Incident Response Specialist

Wipro Technologies; Minneapolis (MN); On-site; USD 60,000 - 135,000; Full time

Job summary

Wipro Limited is seeking a Lead Administrator L1 on contract for our Minneapolis, MN site. This role focuses on resolving high-priority incidents through advanced troubleshooting, ensuring SLA compliance, and collaborating with stakeholders to improve service delivery.

The ideal candidate has 5–8 years of experience with Cxone Contact Center Admin and a track record of performance tuning, disaster recovery planning, and cross-team collaboration in a fast-paced environment.

Qualifications

• Nice Cxone Contact Center Admin experience required.
• 5–8 years of related experience required.

Responsibilities

• Triaging and resolving high priority incident tickets with advanced troubleshooting.
• SLA monitoring and proactive escalation to ensure timely resolution.
• Performance tuning and capacity planning support.
• Implement improvements in collaboration with technical teams.
• Disaster recovery planning and security controls implementation.
• Reporting and stakeholder engagement in reviews and updates.
• Team collaboration to resolve tickets and maintain knowledge base.

Skills

Cxone Contact Center Admin

Job description

Wipro Limited is seeking a Lead Administrator L1 on contract for our Minneapolis, MN site. This role focuses on resolving high-priority incidents through advanced troubleshooting, ensuring SLA compliance, and collaborating with stakeholders to improve service delivery.

The ideal candidate has 5–8 years of experience with Cxone Contact Center Admin and a track record of performance tuning, disaster recovery planning, and cross-team collaboration in a fast-paced environment.