Lead Administrator L2

Job Description

Job Title: Lead Administrator L2

City: Pune

State/Province: Maharashtra

Posting Start Date: 12/15/25

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

Job Description:

Work location - Pune

WO value -280k

Preferred Requirements

• ServiceNow CSA (mandatory); CIS (ITSM ) preferred.
• Need 10 + years exp into Servicenow.
• Proven experience acting as a ServiceNow Platform or Integration Architect, with hands-on ownership of design and production outcomes in a large, complex enterprise environment, primary ownership of enterprise integration architecture in a large, complex environment
• Prior exposure to telco domain, regulated, or high-availability operational landscapes preferred

Primary Responsibilities include:

• Own end-to-end technical architecture and governance of the ServiceNow platform across ITSM, ITOM (Discovery, CMDB), Integrations, and SecOps.
• Act as the final technical authority for platform design decisions, integration patterns, and custom development standards.
• Design, govern, and troubleshoot complex enterprise integrations, including API gateway / ESB / SIAM BUS–style architectures, custom integration framework, with full accountability for production stability and failure handling.
• Demonstrate deep hands-on expertise in ServiceNow integrations, including custom REST/SOAP integrations, orchestration logic, and supporting utilities.
• Lead and mentor development teams, ensuring solutions are BAU-ready, supportable, and aligned with platform standards.
• Support CMDB integrity and audit readiness, including Discovery strategy, identification/reconciliation rules, and CI ownership.
• Perform technical impact analysis and root cause analysis for major incidents, delivering permanent remediation designs.
• Define and maintain runbooks, escalation models, and operational documentation enabling BAU teams to operate independently.
• Govern custom development (Script Includes, Business Rules, Flow Designer, scoped apps) with a focus on long-term maintainability and upgrade safety.
• Collaborate with multiple vendors and internal stakeholders, enforcing clear ownership boundaries and architectural compliance.
  Support security-driven use cases, including certificate-based integrations, secure credential handling, and operational SecOps workflows.

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

No

Performance Parameter

Measure

1

Operations of the tower

SLA adherence

Knowledge management

CSAT/ Customer Experience

Identification of risk issues and mitigation plans

Knowledge management

2

New projects

Timely delivery

Avoid unauthorised changes

No formal escalations

Mandatory Skills: ServiceNow - IT Service Management .

Experience: 8-10 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.