Lead Administrator - L1

Primary

Exchange Server 2016/2019 and Exchange Online

Manage team of BAU messaging support engineers offshore incl. onboarding of new staff members

Manage other stakeholders, like the wider Workplace team, the Service Desk and the process managers.

Deliver the messaging related Services against the SLA requirements as per the daily contract.

Resolve technical issues with help of the other members of the support team and update knowledge articles and other documentation when needed.

Prepare and provide input in weekly and monthly SLA reporting.

Ensure customer satisfaction on delivery of BAU Services related to messaging support in terms of availability and performance.

Ensure availability of Exchange/Skype with help of the storage and back-up team and plan regular restore tests to ensure recovery (of e.g., mailbox) is possible.

Ensure basic security requirements are applied in terms of authorizations and patches.

Understanding of customer strategy and Business requirements related to messaging services.

MAnage the execution of required/planned changes in accordance to the agreed process and schedule

Review pre-solution & for Delivery Assurance for new projects, which includes evaluation of requirements and mapping to appropriate technology.

Provide technical support to project team(s) during different stages of a project related to messaging and ongoing migrations to Office365.

Excellent verbal and written communication skills to effectively findings and reports to the customer lead for the Workplace Services via the Wipro on-site Workplace lead.

Do

• Provide 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. according to various system requirements to ensure a highly scalable and extensible solution
  • 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

Team Management

• Resourcing
  • 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
• Performance Management
  • 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
• Employee Satisfaction and Engagement
  • 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
NoPerformance ParameterMeasure1Operations of the towerSLA adherence
Knowledge management
CSAT/ Customer Experience
Identification of risk issues and mitigation plans
Knowledge management2New projectsTimely delivery
Avoid unauthorised changes
No formal escalations

Mandatory Skills: M365 Exchange Online.

Experience: 5-8 Years.

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