LEAD ADMINISTRATOR L

About the Role

Wipro is seeking a Lead Administrator L1 to join their team in Al Khobar, Eastern Province. This full-time role involves advanced troubleshooting, ensuring compliance with service level agreements, and collaborating with various stakeholders to enhance system performance and implement mitigation measures.

Role Purpose

The primary purpose of this position is to resolve high-priority incidents through advanced troubleshooting techniques. The Lead Administrator L1 will also be responsible for ensuring SLA compliance, analyzing system performance trends, and developing mitigation strategies in collaboration with both internal and external stakeholders.

Key Responsibilities

• Provide resolution for high-priority (P2) incident tickets, including advanced troubleshooting and root cause analysis to ensure timely closure.
• Monitor and ensure SLA compliance for assigned technology areas, implementing proactive escalation management as needed.
• Analyze system performance data, coordinate findings on system behavior, and support capacity planning initiatives to improve overall system efficiency.
• Develop and implement mitigation measures, evaluating new tools or improvements in collaboration with technical teams.
• Conduct security assessments and recovery drills, and implement 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 for 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.

Required Experience

Candidates should possess 5-10 years of relevant experience in a similar administrative or technical support role.

Work Type and Location

This is a full-time position based in Al Khobar, Eastern Province.

Application Process

We invite qualified candidates to apply for this opportunity. Salary details will be discussed during the interview process.