Wipro Limited is a global leader in technology services and consulting, dedicated to delivering innovative solutions that address the most complex digital transformation challenges faced by clients. With a comprehensive portfolio spanning consulting, design, engineering, and operations, Wipro empowers businesses to achieve their boldest goals and build sustainable, future-ready enterprises. 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
- Oversee the incident management process by triaging and resolving tickets efficiently, establishing incident monitoring protocols, and providing technical guidance to implement permanent fixes for recurring issues.
- Monitor Service Level Agreement (SLA) performance across the team, represent the function in meetings, and ensure consistent delivery quality aligned with client expectations.
- Collaborate with technical teams to manage production support activities, including incident resolution, performance tuning, optimization, efficient deployments, and change implementations.
- Drive system improvements by reviewing mitigation measures and proposing enhancement actions in partnership with technical stakeholders.
- Develop and maintain disaster recovery and data backup plans to ensure system resilience and enable rapid restoration in the event of disruptions.
- Participate actively in Quarterly Business Reviews (QBRs), engage with stakeholders to manage client expectations, and ensure alignment with overall business objectives.
- Supervise daily team operations, conduct performance appraisals, and provide constructive feedback to foster continuous improvement and high team performance.
- Maintain and update documentation related to complex issues, share best practices within the team, and support ongoing knowledge enhancement initiatives to improve service efficiency.
Required Qualifications
- 8 to 10 years of experience in SAP Basis and HANA Administration.
- Proven expertise in incident management, SLA monitoring, and performance optimization within a production support environment.
- Strong technical knowledge of system resilience strategies, disaster recovery planning, and backup solutions.
- Demonstrated ability to lead teams, manage stakeholder relationships, and deliver consistent service quality.
- Excellent communication skills to effectively participate in business reviews and client engagements.
Wipro is committed to building a modern, digitally empowered organization driven by purpose and innovation. We seek professionals inspired by reinvention—those eager to evolve their careers, skills, and the industry itself. Join Wipro to be part of a dynamic environment where continuous learning and transformation are embedded in our DNA, enabling you to design your own path of growth and success.
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