Pune LEAD ADMINISTRATOR L1(CONTRACT) IND 411005

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. Job Description: Job Description Role Purpose The purpose of this role is to resolve high-priority incidents through advanced troubleshooting, ensure SLA compliance, analyse system performance trends, and create mitigation measures by collaborating with internal and external stakeholders. ͏ Areas of responsibility Triaging and resolution of tickets-Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure. SLA Monitoring-Ensure SLA compliance for assigned technology areas and ensure proactive escalation management. Performance tuning and optimization-Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency. Perform system Improvements-Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams. Handling disaster recovery-Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards. Reporting and stakeholder engagement-Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment. Team Management-Collaborate with team members to resolve open tickets and service requests. Knowledge base and continuous learning Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution. ͏ ͏ ͏ Primary Skill/ Mandatory Skill: Strong experience in M365 Admin Center administration. Hands-on experience in M365 license management . Ability to manage the application lifecycle for Microsoft, Adobe, and other vendor applications Secondary Skill / Good to have: SCCM & Intune locations : Bangalore, Pune & Coimbatore Shift Timings: US Shift hours Rate :- Exp:- Job Description: Business Application Support Team Lead Role Overview: We are seeking an experienced and dynamic Business Application Support Team Lead to manage a team of 10–12 members and provide technical leadership in supporting critical business applications. The ideal candidate will have a strong background in application support, vendor management, troubleshooting, and IT service management, with excellent communication skills to interact directly with clients and stakeholders. Key Responsibilities: Team Leadership: · Lead, mentor, and manage a team of 10–12 application support professionals. · Serve as the primary point of contact for clients, ensuring clear communication and timely resolution of issues. · Provide technical guidance to the team, assisting in resolving complex, high-priority business application issues. · Maintain detailed reporting and metrics to ensure SLA’s are met and to identify resource issues and process gaps. Application Support & Troubleshooting: · Manage end-to-end business application support processes, including incident, problem, and change management. · Perform advanced troubleshooting of business applications, including O365, Adobe suites, and other enterprise software. · Think critically and apply out-of-the-box solutions when standard methodologies do not resolve issues. Ticket Management: · Oversee incident and work request management through ServiceNow, ensuring SLAs and KPIs are consistently met. · Effectively drive change management ensuring processes are followed. · Drive SWAT calls, provide technical assistance during major incidents, and prepare Root Cause Analysis (RCA) reports. · Maintain robust metrics to ensure KPI/SLA’s are met. Process & Change Management: · Implement and oversee change management processes, ensuring compliance with organizational policies. · Maintain detailed process documentation covering all team procedures · Collaborate with business/stakeholders to understand business requirements and translate them into technical solutions. OS & Environment Support: · Provide support for all OS environments, including Windows 11 Workstation, Mac OS, Windows and Unix servers across, all endpoints; physical, virtual, non-persistent and Citrix. · Ensure compatibility and stability of applications across different operating systems and environments. Required Skills & Qualifications: · Strong knowledge and hands-on experience in application support and troubleshooting. · Proficiency in SCCM, Intune, Vulnerability Management, Office 365, and Adobe suites. · Experience with vendor/license management, including license harvesting and compliance. · In-depth understanding of Office patch management managed via Intune/SCCM and related processes. · Knowledge of Change Management frameworks (e.g., ITIL) and experience in driving changes effectively. · Proven ability to manage incidents and service requests through tools like ServiceNow. · Strong technical knowledge of OS environments · Excellent communication skills in English (both verbal and written) with proper meeting and email etiquette. · Strong problem-solving skills with the ability to think critically and adapt to different scenarios. · M365 integrated app deployments in enterprise environments. · Extensive hands-on experience in the SCCM and Intune Management consoles. · Strong knowledge of modern deployment methodologies (on-prem, cloud, hybrid), MDM/MAM platforms, and endpoint management tools. · Proficiency in packaging and deploying applications across Windows 11 workstations, macOS devices, Windows Server, and Unix environments. · Expertise in merging and analyzing reports from AD, AAD, ServiceNow, CMDB, Flexera, Azure and similar systems to drive actionable insights. · Familiarity with ITSM frameworks (ITIL preferred) and supporting technologies (e.g., Active Directory, GPOs). · Proven leadership ability to manage multiple projects, set goals, train teams, and enforce operational rigor while ensuring security and consistency in application packaging standards. · Exceptional communication and stakeholder management, with the ability to engage technical and non-technical audiences globally. · Analytical mindset with a knack for problem-solving, troubleshooting, and driving process maturity through detailed documentation and QA enforcement. · Adaptable, self-motivated, and passionate about technology, teamwork, and delivering top-tier customer service. · Experience with BI reporting tools, including SQL querying, database management, and advanced Excel functions. Mandatory Skills: Software Distribution and Patch Mgmt . Experience: 5-8 Years . Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Apply Now Start applying with LinkedIn Please wait... Information at a Glance Get Job Alerts Receive notifications when we have open roles and get other relevant career news ">Register > Join Us Explore open roles that match your interests and skills ">Search Jobs > If you encount