Lead Administrator L1

Wipro Limited is a global leader in technology services and consulting, dedicated to delivering innovative solutions that address complex digital transformation challenges. With a comprehensive portfolio spanning consulting, design, engineering, and operations, Wipro supports clients in achieving their most ambitious goals while building sustainable, future-ready businesses. Operating across 65 countries with over 230,000 employees and partners, Wipro is committed to helping customers, colleagues, and communities thrive in a rapidly evolving world.

Key Responsibilities

- Incident Management: Take ownership of high-priority (P2) incident tickets by performing advanced troubleshooting and root cause analysis to ensure timely resolution and minimize business impact.
- SLA Monitoring: Monitor service level agreements for assigned technology areas, ensuring compliance and managing proactive escalations to maintain service quality.
- Performance Tuning and Optimization: Analyze system performance data, identify trends, and collaborate with relevant teams to support capacity planning and improve overall system efficiency.
- System Improvements: Develop and implement mitigation strategies by evaluating new tools and enhancements in partnership with technical teams to strengthen system reliability.
- Disaster Recovery: Conduct security assessments and recovery drills, implementing necessary controls to comply with established security standards and ensure business continuity.
- Reporting and Stakeholder Engagement: Participate in regular service review meetings, provide updates on system performance and issues, and facilitate transparent communication with stakeholders to align service delivery.
- Team Collaboration: Work closely with team members to resolve open tickets and service requests, fostering a collaborative environment to meet operational goals.
- Knowledge Management: Contribute to the continuous improvement of standard operating procedures (SOPs), update knowledge articles, and maintain the knowledge repository to support efficient future ticket resolution.

Required Qualifications

- 5 to 8 years of relevant experience in technology support and incident management.
- Strong expertise in Cisco Routing and Switching technologies.
- Proven ability to troubleshoot complex network and system issues effectively.
- Experience in monitoring and ensuring SLA compliance.
- Familiarity with performance tuning, capacity planning, and disaster recovery processes.
- Excellent communication skills to engage with stakeholders and team members.

Wipro is committed to fostering a culture of reinvention and continuous learning. As a modern digital transformation partner, we seek professionals who are inspired to evolve their skills, careers, and contributions alongside the changing business landscape. Join Wipro to be part of a purpose-driven organization that empowers you to design your own path of growth and innovation.