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. |
Wipro Limited