Lead Administrator L1(Contract)

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 empowers clients to achieve their most ambitious goals and build sustainable, future-ready businesses. Operating across 65 countries with over 230,000 employees and partners, Wipro remains committed to helping customers, colleagues, and communities thrive in a rapidly evolving world.

The role focuses on resolving high-priority incidents through advanced troubleshooting, ensuring SLA compliance, analyzing system performance trends, and developing mitigation strategies. This position requires collaboration with both internal teams and external stakeholders to maintain optimal system functionality and support business continuity.

Key Responsibilities

- Incident Management: Triage and resolve high-priority (P2) incident tickets by performing advanced troubleshooting and root cause analysis to ensure timely closure.

- SLA Monitoring: Maintain SLA compliance for assigned technology areas and manage proactive escalation processes.

- Performance Optimization: Analyze system performance data, report on system behavior, and support capacity planning initiatives to improve overall efficiency.

- System Improvements: Develop and implement mitigation measures by evaluating new tools and collaborating with technical teams to enhance system capabilities.

- Disaster Recovery: Conduct security assessments and recovery drills, implementing necessary controls to comply with established security standards.

- Reporting and Stakeholder Engagement: Participate in regular service review meetings, provide performance updates, and facilitate transparent communication with stakeholders to align services with business needs.

- Team Collaboration: Work closely with team members to resolve open tickets and service requests efficiently.

- Knowledge Management: Contribute to updating standard operating procedures (SOPs), knowledge articles, and maintaining the knowledge repository to support future incident resolution.

- Video Conferencing Operations: Design, install, configure, operate, maintain, and upgrade video conferencing equipment and infrastructure, including Cisco, Microsoft Teams Rooms, and Poly endpoints.

- Event Coordination: Schedule, set up, and disconnect video conferences for internal and external meetings, preparing production packets with logistics, test plans, and configuration details.

- Incident Tracking: Utilize ServiceNow for incident tracking, service tickets, and change requests related to video conferencing and event services.

- Vendor Coordination: Collaborate with third-party vendors to troubleshoot issues, perform root cause analysis, and escalate unresolved problems appropriately.

- Process Improvement: Partner with operations and support teams to streamline workflows, enhance efficiencies, and improve the overall user experience.

- Documentation: Produce Run of Show documents, attendance reports, and IT equipment readiness checklists for the Audio Video production team.

Required Qualifications

- 8+ years of relevant experience, preferably in network voice and collaboration administration.

- Proven expertise in managing and troubleshooting video conferencing endpoint equipment such as Cisco, Microsoft Teams Rooms, and Poly endpoints.

- Strong knowledge of incident management processes and SLA compliance.

- Experience with performance tuning, capacity planning, and disaster recovery procedures.

- Proficiency in using ServiceNow or similar IT service management tools.

- Ability to collaborate effectively with cross-functional teams and third-party vendors.

Preferred Qualifications and Additional Information

- Experience in event planning and production support related to video conferencing services.

- Strong communication skills to engage with stakeholders and provide clear reporting.

- The position is based at the client office in Hyderabad.

- Monthly compensation is competitive, reflecting experience and expertise.

Wipro is committed to fostering a culture of continuous learning and reinvention. Join us to be part of a dynamic environment where your skills and career can evolve alongside the ever-changing technology landscape. Together, we build the future of digital transformation.