Lead Administrator - L1

Lead Administrator - L1 at Wipro Limited, responsible for designing, deploying, and managing ServiceNow applications development and solutions, with expertise in ServiceNow development, integration, and customization.

Requirements

• 5+ years of experience and expertise in ServiceNow development and applications/modules ITSM and ITOM
• Experience in ServiceNow Event Management module
• Integration of Different Monitoring sources through Connector Instances based and API based
• Deep understanding of domain concepts like SNMP Traps, servers, databases etc., for Integration understanding
• Event Field Mapping: Creation, modification and customization
• Event Rules and Alert Management rules: Creation, modification and customization
• Subflow and flow designer development and customization
• Alert Co-relation rules: Creation, modification and customization
• Reg-ex creation and customization
• Experience in Service Operations Workspace: Enable, customize using UI builder and for List views and access
• Dashboards and Reports: Creation, modification and customization
• Event Management properties and their importance
• Creation of Business Rules including script for custom solutions
• Java script expert knowledge inline to ServiceNow functions, tables
• Collaborate with Business Functional team members to write/estimate stories
• Hands-on development experience in ServiceNow Platform
• Can handle sprint demos, delivery of additional development artifacts and documentation, and knowledge transfer activities as required
• Assist in identifying and implementing key business KPI metrics
• Develop, document, implement, and maintain ServiceNow governance processes, procedures, and policies
• Create and maintain design, SOP, training related documentation
• Design, develop, and deploy new ServiceNow functionalities
• Identify, investigate and resolve ServiceNow issues
• Experience with scripting in the ServiceNow platform using JS: Business Rules, Client Scripts, UI Actions, UI Pages, Angular JS, Jelly, etc.
• Excellent interpersonal skills, customer centric attitude, and situational awareness
• Experience with SDLC processes implementing in a variety of project methodologies: waterfall, iterative, SAFe, Agile/Scrum
• Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)
• Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution
• Conduct technology capacity planning by reviewing the current and future requirements
• Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable
• Strategize & implement disaster recovery plans and create and implement backup and recovery plans
• Manage the day-to-day operations of the tower
• Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues.
• Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower
• Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges
• Develop shift roster for the team to ensure no disruption in the tower
• Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.
• Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps
• Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness
• 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
• Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness
• Build an internal talent pool of HiPos and ensure their career progression within the organization
• Promote diversity in leadership positions
• Performance Management
• Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
• Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
• Employee Satisfaction and Engagement
• Lead and drive engagement initiatives for the team
• Track team satisfaction scores and identify initiatives to build engagement within the team
• Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team
• Exercise employee recognition and appreciation

Benefits

• Competitive salary of 190K
• Opportunities for career growth and development
• Diverse and inclusive work environment
• Employee recognition and appreciation
• Flexible work arrangements
• Opportunities for professional development and training
• Competitive benefits package
• Opportunities for career advancement and leadership development