LEAD ADMINISTRATOR L2

Job Description

Existing Wipro Role:

Lead Administrator L2

Role Purpose:

The purpose of this role is to oversee incident management process and define monitoring protocols while ensuring system resilience to manage client expectations and supervise team performance for efficient service delivery.

Areas of responsibility

Triaging and resolution of tickets

Establish incident monitoring protocols and provide technical guidance to enable permanent fixes for recurring issues.

SLA Monitoring

Review SLA performance across the team, represent the function in meetings, and ensure consistent delivery quality.

Performance tuning and optimization

Collaborate with technical teams in managing production support activities regarding incident resolution, efficient deployments, and implementation of changes.

Perform system Improvements:

Collaborate with technical teams to review mitigation measures and proposed improvement actions.

Handling disaster recovery

Develop disaster recovery and data backup plans to ensure system resilience and quick restoration in case of disruptions.

Reporting and stakeholder engagement

Participate in Quarterly Business Reviews (QBRs), manage client expectations, and ensure alignment with business objectives.

Team Management

Supervise team members by overseeing daily operations, conducting performance appraisals, and providing feedback.

Knowledge base and continuous learning

Update and maintain documentation for complex issues, share best practices within the team, and support ongoing knowledge enhancement to improve service efficiency.