LEAD ADMINISTRATOR L

About the Role

Wipro is seeking a Lead Administrator L2 to join our team in Al Khobar, Eastern Province. This full-time role focuses on overseeing incident management, defining monitoring protocols, and ensuring system resilience to meet client expectations and supervise team performance for efficient service delivery. The position requires 5-10 years of relevant experience.

Role Purpose and Context

The primary purpose of this role is to manage and enhance the incident management process, ensuring robust system resilience. This involves establishing effective monitoring protocols, providing technical guidance for issue resolution, and overseeing team performance to guarantee high-quality service delivery and client satisfaction.

Key Responsibilities

• Establish incident monitoring protocols and provide technical guidance for permanent fixes to recurring issues.
• Review Service Level Agreement (SLA) performance across the team, represent the function in meetings, and ensure consistent delivery quality.
• Collaborate with technical teams on production support activities, including incident resolution, efficient deployments, and change implementation.
• Work with technical teams to review mitigation measures and propose improvement actions for system enhancements.
• Develop disaster recovery and data backup plans to ensure system resilience and rapid restoration during disruptions.
• Participate in Quarterly Business Reviews (QBRs), manage client expectations, and ensure alignment with business objectives.
• Supervise team members by overseeing daily operations, conducting performance appraisals, and providing constructive feedback.
• Update and maintain documentation for complex issues, share best practices, and support continuous knowledge enhancement to improve service efficiency.

Experience Requirements

Candidates for this position should possess 8-10 years of experience in a relevant administrative or technical support role, with a focus on incident management and system resilience.

Work Environment and Location

This is a full-time position based in Al Khobar, Eastern Province. The role involves working within a team environment, collaborating with various technical teams and engaging with stakeholders to ensure operational excellence.

Application Information

Salary for this position will be disclosed during the interview process. Interested candidates are encouraged to apply.