Lead Administrator L1

Role overview

This position focuses on resolving critical incidents, especially high-priority P2 issues, by using advanced troubleshooting methods. The role also calls for strong attention to SLA adherence, analysis of system performance trends, and the development of mitigation actions in coordination with both internal and external teams.

Key responsibilities

• Handle triage and resolution for high-priority incident tickets, applying advanced diagnostics and root-cause analysis to close issues within expected timelines.
• Track SLA adherence across assigned technology areas and escalate proactively when needed.
• Review system performance metrics, study behavioural trends, and support capacity-planning efforts to improve efficiency.
• Design and propose mitigation steps and evaluate possible tool enhancements or process improvements with technical collaborators.
• Support disaster recovery activities, including security reviews and recovery drills, while helping maintain compliance with required security controls.
• Take part in weekly and monthly service review meetings, share updates on issues and performance, and help maintain clear communication with stakeholders.
• Work with team members to clear open tickets and service requests.
• Update SOPs, knowledge articles, and the internal knowledge repository to improve future issue resolution.

Mandatory experience

The role requires 5 to 8 years of experience and hands-on knowledge of Kubernetes.

Additional information

Wipro presents this role as part of its broader digital transformation journey, with an emphasis on continuous reinvention, skill growth, and purposeful work.