Lead Administrator - L1

The Lead Administrator - L1 will provide technical expertise in architecture planning and design, manage day-to-day operations, and lead team management. The role requires 5-8 years of experience in ServiceNow - IT Service Management.

Requirements

• Architecture planning and design of the concerned tower
• Migration & installation for new projects in own tower
• Conduct technology capacity planning
• Strategize & implement disaster recovery plans
• Manage day-to-day operations
• Troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes
• Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions
• Review the technical performance of own tower and deploy ways to improve efficiency
• Develop shift roster for the team
• Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance
• Provide weekly status reports to the client leadership team, internal stakeholders on database activities
• Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives
• Forecast talent requirements as per the current and future business needs
• Hire adequate and right resources for the team
• Train direct reportees to make right recruitment and selection decisions
• Talent Management
• Performance Management
• Employee Satisfaction and Engagement
• New projects
• Knowledge management
• CSAT/ Customer Experience
• Identification of risk issues and mitigation plans

Benefits

• Wipro provides equal opportunities to all and values diversity
• Wipro is committed to creating an accessible, supportive, and inclusive workplace
• Reasonable accommodation will be provided to all applicants including persons with disabilities
• Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis