LEAD ADMINISTRATOR L2

Wipro; New York (NY); On-site; USD 80,000 - 158,000; Full time

Job summary

Wipro in New York, NY, is seeking an experienced Incident Management Lead to oversee the incident management process, define monitoring protocols, and ensure system resilience to meet client expectations and supervise team performance for efficient service delivery.

You will triage and resolve tickets, monitor SLAs, collaborate with technical teams on permanent fixes and changes, develop disaster recovery and data backup plans, and engage in QBRs to align with business objectives while mentoring

Qualifications

• ServiceNow CMDB Administration experience.
• 8-10 years of incident management/production support background.
• Strong collaboration and communication skills.

Responsibilities

• Triaging and resolution of tickets; establish incident monitoring protocols.
• SLA Monitoring – review SLA performance and ensure delivery quality.
• Performance tuning and optimization with production support teams.
• System improvements with mitigation measures and proposed actions.
• Disaster recovery planning and data backup procedures.
• Reporting and stakeholder engagement including QBRs.
• Team management and performance appraisals.
• Knowledge base maintenance and ongoing learning.

Skills

ServiceNow CMDB Administration

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

ServiceNow CMDB Administration

Experience

8-10 Years

The expected compensation for this role ranges from $80,000 to $158,000 .

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

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