Job Title

Lead Administrator L1

Potential Band Alignment

B3

Role Purpose

The purpose of this role is to resolve high-priority incidents through advanced troubleshooting, ensure SLA compliance, analyse system performance trends, and create mitigation measures by collaborating with internal and external stakeholders.

Areas of Responsibility

- Triaging & resolution of tickets – Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.
- SLA Monitoring – Ensure SLA compliance for assigned technology areas and proactive escalation management.
- Performance tuning & optimization – Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency.
- System improvements – Create mitigation measures to evaluate current tools or improvements by collaborating with technical teams.




- Disaster recovery – Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards.
- Reporting & stakeholder engagement – Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment.
- Team Management – Collaborate with team members to resolve open tickets and service requests.
- Knowledge base & continuous learning – Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.

Mandatory Skills

- Network administration
- Data administration

Experience

5-8 Years

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📌 LEAD ADMINISTRATOR (Brisbane City)
🏢 Wipro
📍 Brisbane City