Lead Administrator - L1

Lead Administrator - L1 role involves working with ServiceNow platform to automate tasks and integrations, implementing disaster recovery plans, and managing day-to-day operations. The role requires strong technical skills, leadership abilities, and experience in ITSM, integration hub, and agile methodologies.

Requirements

• Experience in development of scripts, workflows, and flows on the ServiceNow platform
• ServiceNow implementation experience in ITSM
• Software configuration and customization
• Develop and manage integrations between ServiceNow and third-party systems
• Perform integrations and process automation using ServiceNow Integration Hub
• Identify, optimize, and automate manual IT business processes
• Proactively maintain knowledge and understanding of the latest ServiceNow features and product offerings
• Build out scoped applications based on customer requirements
• Experience in Integration Hub
• Self-motivated, creative problem-solver who can adapt to new technologies and evolving customer requirements
• Ability to think strategically, strong attention to detail, and organization skills
• Practical experience with agile methodologies/tools
• Experience working in a customer focused environment
• Knowledge of AngularJS, AJAX, JSON, HTML, XML, CSS, REST and associated frameworks
• Provide adequate support in architecture planning, migration & installation for new projects in own tower
• Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements
• 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
• 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
• 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
• 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

• Flexible work arrangements
• Professional growth and development opportunities
• Competitive salary and benefits package
• Opportunities for advancement and career growth
• Inclusive and supportive work environment
• Recognition and rewards for outstanding performance