LEAD ADMINISTRATOR L1

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.