Lead Administrator - L1

Wipro Technologies; Wokingham; On-site; GBP 100,000 - 125,000; Full time

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Requisition ID: 48300

City: Wokingham

Country/Region: GB

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

Location: London

Rate: 420 GBP PD Strictly Non-Negotiable

NP: Immediate/1 Week/2 week NP

Role Description

The Hypercare Engineer will provide specialised technical support during the post-migration hypercare period of a major M365 tenant-to-tenant migration project. Reporting to the Hypercare Lead, the engineer will play a critical role in ensuring a smooth user experience during the transition to business-as-usual (BAU) operations. The ideal candidate will have high level experience in resolving user issues, performing break-fix activities, and conducting advanced (L2) troubleshooting across the M365 ecosystem.

Responsibilities

1. Provide Tier 2/3 support for issues related to M365 workloads, including Exchange Online, SharePoint, and Teams (plus ancillary workloads like Power Platform) during the hypercare period.
2. Perform advanced troubleshooting and break-fix activities for migration-related issues, ensuring timely resolution.
3. Manage and resolve tickets within an ITSM tool (e.g., ServiceNow), following escalation protocols as necessary.
4. Collaborate closely with the M365 Hypercare Lead to ensure alignment with support priorities and escalation workflows.
5. Address user issues stemming from the migration (e.g. mail flow disruptions, SharePoint permissions, and Teams functionality).
6. Document troubleshooting steps and resolutions to contribute to the knowledge base and enable efficient ticket handling.
7. Support the creation and maintenance of user-facing FAQs, guides, and service desk KB articles.
8. Liaise with the M365 migration team to troubleshoot and resolve any residual or recurring issues and provide feedback on gaps in migration processes to improve future migrations.
9. Assist in seamless knowledge transfer to BAU teams by documenting and sharing hypercare resolutions and processes.

Key Skills

1. Strong technical expertise across the M365 ecosystem: Exchange Online, SharePoint, Teams (mandatory); Power Platform knowledge (preferred).
2. Proven ability to troubleshoot complex technical issues and resolve them in high-pressure environments.
3. Hands-on experience with an ITSM tool (preferably ServiceNow) for ticket management and workflow processes.
4. Good understanding of tenant-to-tenant migration processes and their typical challenges.
5. Exceptional analytical skills for identifying root causes and resolving user issues efficiently.
6. Strong written and verbal communication skills, particularly for documenting technical processes and resolutions.
7. A proactive and user-focused approach to technical support.

Experience

1. 5+ years of experience working in M365 environments, with a focus on technical support and migrations.
2. Experience in multiple tenant-to-tenant migration projects, with significant involvement in post-migration support.
3. Proven track record in resolving migration-related issues such as mail flow, permissions, and application configurations.
4. Experience in producing user-facing documentation such as guides and FAQs.

Deliver

1. No Performance Parameter Measure 1 Operations of the tower SLA adherence
2. Knowledge management
3. CSAT/ Customer Experience
4. Identification of risk issues and mitigation plans
5. Knowledge management 2 New projects Timely delivery
6. Avoid unauthorised changes
7. No formal escalations

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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.