Lead Administrator

«out Us We are Wipro (NYSE: WIT), a rapidly expanding and leading global Information Technology, Consulting and Business Process Services company with over 225,000 employees worldwide, servicing clients in 175+ cities and 69 countries across 6 continents. For more information, please visit www.wipro.com With over 5,500 employees in projects across Australia/New Zealand, we are committed to increasing localization and diversity. We serve over 200 customers across diverse industry segments, with at least a third listed in the ASX100. We started our journey in Australia 20 years ago and this has been a pioneer of new age, disruptive and transformative innovations. We believe in the power of diversity in the workforce, and we encourage applications from people of all diverse backgrounds, with focus including, but not limited to Aboriginal & Torres Strait Islanders, Women in Technology, Sex/Gender diversity, disability, racial & cultural diversity, sexual orientation + others. Role Provide adequate support in architecture planning, migration& installation for new projects in own tower (platform/dbase/middleware/ backup) Manage the day-to-day operations of the tower Team Management Incident Management: Drive efficiency and effectiveness of the process Monitor effectiveness of the IT Service Management tool and recommend course corrections Ensure the quality and compliance of the process Ensure effective coordination and communication with necessary groups and leadership during major incident management Ticket analysis for trend and opportunities for SLA and MTTR improvements Problem Management: Drive efficiency and effectiveness of the process Ensure process, procedure and work instruction documentation for Problem Management activities is up-to-date Perform ticket analysis for recurring patterns and root cause Ensure Problems are identified, classified and logged Track problem tickets to closure and ticket reduction outcome SLA Management: Define and document agreed service level parameters covering CPIs and KPIs as part of SLA framework Ensure metrics are measurable with data source identification and calculation Monitor service performance against SLAs and trend analysis Review and recommend changes needed for service scope and SLA Enable service performance reviews and initiate service improvements Key Skills Good experience in Applications Support & Maintenance projects /programs Sound knowledge on ITIL processes covering Incident, Problem & Service Level Management ITIL Certification (internal or external) preferred Good communication and networking skills with ability to work with program leaders and multiple teams Handle major incidents and manage stakeholders resolving conflicts Able to handle and manage in multi-vendor customer environment Managed a multi-service line cross functional delivery teams of more than 50 members If you only meet some of the requirements for this role, that's okay!!! We value a diverse range of backgrounds & ideas and believe this is fundamental for our future success. So, if you have the curiosity to learn and the willingness to teach what you know, we'd love to hear from you. Bonus points if you have experience with: Bachelor’s degree in Computer Science, Engineering or relevant IT fields. Lead experience preferred but not essential. We pride ourselves on creating an inclusive workplace that provides equal opportunities to all persons regardless of their age, cultural background, sexual orientation, gender identity and expression, disability, veteran status, or anything else. Benefits @ Wipro Flexible/remote working culture – location is not a limitation of success at Wipro. Global Travel & Relocation opportunities – COVID permitting. Paid Parental Leave – 1st & 2nd Excellent Remuneration Package. Quarterly bonus/variable pay. Quarterly Career Progression Reviews – we do not limited our employees to the usual once per year reviews! Novated Lease & Salary Sacrifice. Reduced Corporate Healthcare Rates. Fringe, Concession + Membership & Subscription Tax Benefits. Financial Advisory & Banking Benefits. Free Ongoing training and development to help you reach your full potential. Collaborative team - positive and empathetic people who love to laugh either through social distancing in the office or virtually from home! Team building, fun activities and social events – COVID permitting. Join us in many countries, see full career opportunities here.