Job Description
Job Title:  LEAD ADMINISTRATOR L1(CONTRACT)
City:  Pune
State/Province:  Maharashtra
Posting Start Date:  2/20/26
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 www.wipro.com.
Job Description: 

Job Description

Wo Value - 200k

Location - Pune/Hyderabad

Senior ServiceNow Service Level Management (SLM) Implementation Specialist
(SLM Transformation, Modern Reporting, and AI-Enabled Service Intelligence – Banking Environment)
The organization requires a Senior ServiceNow SLM Implementation Specialist to lead the assessment, modernization, and transformation of the ServiceNow SLM framework. This includes SLA architecture, reporting, governance, and performance intelligence. The role focuses on implementing an enterprise-grade SLM framework, upgrading legacy reporting to scalable, intelligent models, and introducing AI-driven insights to enhance SLA.

Key Objectives

  • Assess and modernize the current ServiceNow SLM implementation
  • Architect and deploy a best-in-class SLM framework aligned with banking standards
  • Upgrade SLA reporting to scalable, executive-ready models
  • Implement AI-enabled service intelligence and predictive analytics
  • Enhance SLA governance, audit readiness, and regulatory compliance
  • Enable proactive service management through data-driven insights

Scope of Services

  • SLM Maturity Assessment: Evaluate current SLA definitions, tracking, reporting, data integrity, governance, and audit readiness.
  • Framework Design & Implementation: Develop scalable SLA models, configure escalation workflows, and ensure sustainability.
  • Reporting Modernization: Redesign reports and dashboards, implement standardized frameworks, and optimise performance analytics.
  • AI-Enabled Insights: Deploy predictive analytics, intelligent trend analysis, and AI-driven recommendations using ServiceNow capabilities.
  • Regulatory Alignment: Ensure audit-ready tracking, traceability, risk management, and compliance.
  • Governance & Standards: Establish architecture standards, reporting governance, and long-term optimisation roadmap.
  •  
  • Deliverables
  • Comprehensive SLM maturity and reporting assessment
  • Gap analysis and modernisation roadmap
  • Enterprise-grade SLM framework implementation
  • Modernised SLA reporting and dashboard architecture
  • Performance Analytics and KPI framework
  • AI-enabled SLA insights and predictive analytics
  • Executive-level dashboards
  • Governance documentation

Mandatory Experience & Qualifications

  • Minimum 10+ years ServiceNow platform experience
  • Minimum 5+ years advanced ServiceNow SLM implementation
  • Proven SLM transformation delivery in banking or regulated environments
  • Experience modernising ServiceNow reporting and analytics
  • Performance Analytics and predictive intelligence implementation
  • Demonstrated ability to deliver enterprise-scale SLM architectures
    Technical Expertise:
  • ServiceNow SLM architecture and optimisation
  • Performance Analytics, reporting, and dashboard design
  • AI-enabled analytics within ServiceNow
  • ITSM, CMDB, and enterprise service architecture
    Banking Industry Experience (Mandatory):
  • Direct ServiceNow implementation in banking/regulated financial services
  • Regulatory, audit, and operational resilience support
    Preferred Certifications:
  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow Certified Implementation Specialist – ITSM
  • ITIL v4 Certification
  • ServiceNow Performance Analytics Certification (Preferred)

͏

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 Integrations and Automation .

 

Experience: 5-8 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.
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