Senior Administrator

Senior Administrator

Job Description

Key Responsibilities:

• Advanced Troubleshooting & Resolution:
  Handle escalated incidents and service requests, particularly those impacting high-priority clients or involving critical systems.
• Customer Experience Leadership:
  Deliver elite support experiences by proactively identifying pain points, reducing resolution time, and ensuring minimal disruption to customer operations.
• Process & Documentation Excellence:
  Create and maintain detailed knowledge base articles, SOPs, and troubleshooting guides. Contribute to automation and self-service initiatives to reduce ticket volume.
• Collaboration & Escalation Management:
  Work closely with cross-functional teams including engineering, product, and service desk to resolve issues and implement long-term fixes.
• Mentorship & Training:
  Guide junior engineers through technical challenges, conduct peer reviews, and lead knowledge-sharing sessions.
• Metrics & Reporting:
  Track and report on key performance indicators such as CSAT, resolution time, and backlog reduction. Participate in audits and quality reviews.

Required Skills & Experience:

• 5-8 years of experience in technical support or IT operations, preferably in a global or enterprise environment.
• Strong expertise in macOS, Windows, and enterprise IT tools (e.g., ServiceNow, Microsoft Teams, VPN, printing systems).
• Proven ability to resolve complex technical issues independently and under pressure.
• Excellent communication and interpersonal skills, with a customer-first mindset.
• Experience with automation tools, scripting, or self-service platforms is a plus.

Preferred Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• ITIL certification or equivalent process knowledge.

Senior Administrator

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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

Client-provided location(s): Bangalore, India

Job ID: Wipro-1162769655

Employment Type: OTHER

Posted: 2025-07-16T23:40:54