LEAD ADMINISTRATOR L

About the Role

Wipro is seeking a Lead Administrator L1 to join their team in Riyadh, Riyadh Province. This contract role requires 5-10 years of experience and focuses on resolving high-priority incidents, ensuring SLA compliance, and optimizing system performance through advanced troubleshooting and collaboration with stakeholders.

Role Purpose and Context

The primary purpose of this position is to manage and resolve critical incidents efficiently. The Lead Administrator L1 will be responsible for conducting advanced troubleshooting, analyzing system performance trends, and developing mitigation strategies in coordination with both internal and external teams to maintain operational excellence and system stability.

Key Responsibilities

• Provide resolution for high-priority (P2) incident tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.
• Monitor and ensure SLA compliance for assigned technology areas, including proactive escalation management.
• Analyze system performance data, coordinate findings on system behavior, and support capacity planning initiatives to enhance overall system efficiency.
• Develop and implement mitigation measures, evaluating new tools or improvements in collaboration with technical teams.
• Conduct security assessments and recovery drills, implementing necessary controls to ensure compliance with established security standards for disaster recovery.
• Participate in weekly and monthly service review meetings, providing updates on performance and issues, and supporting stakeholder communication to ensure transparency and service alignment.
• Collaborate with team members to resolve open tickets and service requests efficiently.
• Contribute to updating Standard Operating Procedures (SOPs), knowledge articles, and maintaining the knowledge repository for future ticket resolution.

Experience Requirements

• A minimum of 5 to 10 years of relevant experience in an administrative or support role.
• Demonstrated experience in advanced troubleshooting and root cause analysis for high-priority incidents.
• Proven ability to analyze system performance data and support capacity planning.

Work Type and Location

This is a contract position based in Riyadh, Riyadh Province. The role involves working within a collaborative team environment to achieve operational goals.

Application Process

Salary details for this position will be disclosed during the interview process. Interested candidates are encouraged to apply to join Wipro's team.