Job Description
Job Title:  LEAD ADMINISTRATOR L1(CONTRACT)
City:  Pune
State/Province:  Maharashtra
Posting Start Date:  1/27/26
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 Rate - 280k

Location - PAN India

Skills Required: 

    • Strong hands‑on experience with ServiceNow Virtual Agent (VA) including building and customizing topics, dialogs, reusable actions, and NLP configuration.
    • Ability to design, develop, and optimize conversational flows with clear logic, slot-filling, decision trees, and context handling.
    • Deep knowledge of ServiceNow VA API, especially bot‑to‑bot integrations with platforms like Microsoft Bot Framework, Dialogflow, Watson, Genesys, or similar conversational systems.
    • Experience designing secure context handoff, session management, payload translation, and conversational state mapping between ServiceNow VA and external bots.
    • Strong skills in JavaScript (server-side and client-side) with proficiency in Script Includes, Scripted REST APIs, Business Rules, background scripts, and asynchronous patterns.
    • Expertise in building REST-based integrations using OAuth2, API keys, and enterprise authentication frameworks.
    • Ability to troubleshoot API issues, JSON payloads, timeouts, authentication errors, and complex integration workflows.
    • Solid understanding of GlideRecord, query optimization, efficient data retrieval, and platform best practices.
    • Ability to handle complex JSON structures, dynamic request/response handling, and context-aware automation.
    • Familiarity with Flow Designer, creating custom actions, and extending flows used within VA topics.
    • Strong debugging skills across server logs, browser console, network traces, and asynchronous VA behaviors.
    • Ability to collaborate with product owners, architects, AI/ML teams, and integration teams to deliver seamless conversational experiences.
    • Clear communication skills and ability to translate business needs into technical conversational designs.
    • Understanding of multi-channel VA deployment including web, mobile, and MS Teams.
    • Passion for solving complex integration problems and pushing the boundaries of what ServiceNow VA can automate

 

 

͏

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 

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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

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Mandatory Skills: Servicenow-Development .

 

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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