LEAD ADMINISTRATOR L1

Wipro Limited Kochi

Full Time | 5-8 Years

Job Description

Existing Wipro Role	Lead Administrator L1
Potential Band Alignment	B3
Role Purpose	The purpose of this role is to resolve high-priority incidents through advanced troubleshooting, ensure SLA compliance, analyse system performance trends, and create mitigation measures by collaborating with internal and external stakeholders.

Areas of responsibility
Triaging and resolution of tickets	Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.
SLA Monitoring	Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.

Performance tuning and optimization	Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency.
Perform system Improvements	Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams.
Handling disaster recovery	Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards.
Reporting and stakeholder engagement	Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment.

Team Management	Collaborate with team members to resolve open tickets and service requests.
Knowledge base and continuous learning	Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.