Lead Administrator L1

Wo Value- 230k

Key Responsibilities

• Define and implement enterprise-scale ServiceNow architecture across CSM and TSM
• Develop integration strategies for OSS/BSS systems and telecom-specific platforms.
• Architect workflows for Customer Service Management (CSM) and Telecom Service Management (TSM).
• Design self-service portals, virtual agents, and automation for high-volume telecom operations.
• Ensure adherence to ITIL best practices and telecom regulatory frameworks.
• Establish architecture standards and drive process optimization for service assurance and provisioning.
• Collaborate with business leaders and technical teams to align solutions with strategic goals.
• Provide thought leadership and mentor delivery teams.

Required Skills & Experience

• Deep understanding of telecom processes: Order Management, Service Assurance, Network Operations.
• Experience in large-scale digital transformation projects within Telco environments.
• ServiceNow platform mastery (ITSM, ITOM, TSM, CSM).
• Strong knowledge of integrations using REST/SOAP APIs and orchestration workflows.
• ServiceNow Certified Technical Architect (CTA).
ITIL Foundation and relevant CIS certifications.

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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

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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

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Deliver

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