Lead Administrator L1 role at Wipro Limited, focusing on Service Assurance L3 Engineer with 8-12 years of experience, leading L3 NOC operations, managing L1 & L2 engineers, and ensuring SLA/KPI compliance and operational governance.
Requirements
- Leading L3 NOC operations for Managed Router, Switches, APs & WLCs devices
- Managing and guiding L1 & L2 engineers for incident resolution and escalation
- Monitoring and troubleshooting across Cisco XE/XR & Junos MX series Router, Switches, Cisco & Aruba Access Points, Cisco 9800 series WLCs & Cisco DNAC, F5 Load balancers.
- SLA/KPI compliance and operational governance
- Handling customer queries and escalations effectively and ensure timely response
- Vendor ecosystem & RMA: Cisco, Juniper, HPE OEMs
- Familiarity with IP MPLS (WAN & LAN), Wireless LAN and Data Centre operations
- Protocol Expertise: QoS, DHCP, NTP, SNMP, SSH, IPSec
- Routing protocols: OSPF, EIGRP, BGP, STP, VTP
- Inter-company routing and packet flow analysis
- Incident management, change management, vendor management and escalation handling
- Ability to support and guide L1 & L2 engineers in resolving incidents
- Ability to conduct shift handovers with clear communication of ongoing incidents
- Operational discipline and adherence to SOPs
- Excellent communication and leadership skills for team coordination and customer handling
- Proficiency in reporting using Excel, PowerPoint & Power BI
- 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.
- 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
- 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
- Deliver on performance parameters: Operations of the tower, SLA adherence, Knowledge management, CSAT/ Customer Experience, Identification of risk issues and mitigation plans, New projects, Timely delivery, Avoid unauthorised changes, No formal escalations
