Lead Administrator L2

Wipro • Philadelphia, PA

15h

About The Position

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.

Requirements

• ServiceNow CMDB Administration
• 8-10 Years of experience

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.

Benefits

• full range of medical and dental benefits options
• disability insurance
• paid time off (inclusive of sick leave)
• other paid and unpaid leave options

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed