Lead Administrator L2(Contract)

Wipro•Charlotte, NC

About The Position

Wipro Limited is seeking a Lead Administrator L2 for a contract position. This role is responsible for overseeing the incident management process, defining monitoring protocols, and ensuring system resilience to manage client expectations and supervise team performance for efficient service delivery. The position also involves acting as a ServiceNow IRM & DLP Technical Lead, focusing on migrating applications, configurations, integrations, and data from a legacy ServiceNow instance to a new greenfield environment. This includes providing technical leadership and hands-on development support for ServiceNow Integrated Risk Management (IRM) and Data Loss Prevention (DLP) solutions.

Requirements

experience of ServiceNow experience.
experience of ServiceNow IRM/GRC implementation experience.
Experience leading ServiceNow migrations and platform transformation initiatives.
Strong understanding of DLP programs, data governance, data classification, and data protection controls.
Hands-on experience with ServiceNow development, integrations, Flow Designer, and scripting.
Strong stakeholder management and technical leadership skills.
ServiceNow ITOM Service Mapping

Nice To Haves

ServiceNow IRM, Risk Management, Policy & Compliance, Audit Management, and VRM.
Experience integrating with enterprise DLP solutions such as Microsoft Purview, Symantec DLP, or Forcepoint DLP.
ServiceNow CSA, CAD, and CIS-IRM certifications.
Knowledge of regulatory frameworks such as GDPR, HIPAA, PCI-DSS, SOX, and NIST.

Responsibilities

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.
Serve as the technical lead and SME for ServiceNow IRM and DLP solutions.
Lead the migration from a legacy ServiceNow instance to a greenfield implementation.
Design, configure, and enhance IRM capabilities including Risk, Policy & Compliance, Audit, Vendor Risk, and Business Continuity Management.
Implement and integrate DLP-related processes, controls, workflows, and reporting.
Collaborate with Security, Risk, Compliance, and business stakeholders to define and deliver solutions.
Provide technical guidance, perform code reviews, and support development activities as needed.
Ensure solutions align with ServiceNow best practices, security requirements, and regulatory standards.