TECHNICAL LEAD L1
Role Purpose
The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.
Do
- Oversee and support process by reviewing daily transactions on performance parameters
- Review performance dashboard and the scores for the team
- Support the team in improving performance parameters by providing technical support and process guidance
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Ensure standard processes and procedures are followed to resolve all client queries
- Resolve client queries as per the SLA’s defined in the contract
- Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by monitoring compliance with service agreements
- Handle technical escalations through effective diagnosis and troubleshooting of client queries
- Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
- If unable to resolve the issues, timely escalate the issues to TA & SES
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s
- Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Mentor and guide Production Specialists on improving technical knowledge
- Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
- Develop and conduct trainings (Triages) within products for production specialist as per target
- Inform client about the triages being conducted
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Identify and document most common problems and recommend appropriate resolutions to the team
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Deliver
| No | Performance Parameter | Measure |
| 1 | Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT |
| 2 | Team Management | Productivity, efficiency, absenteeism |
| 3 | Capability development | Triages completed, Technical Test performance |
PRODUCTION AGENT L1
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs
Do
- Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLA’s defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by complying with service agreements
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
- Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Deliver
| No | Performance Parameter | Measure |
| 1 | Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback |
| 2 | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |
ADMINISTRATOR L3(CONTRACT)
Role Purpose
The purpose of this role is to resolve priority incident tickets and service requests while contributing to incident analysis, change request preparation, and continuous service improvement.
Areas of responsibility
Triaging and resolution of tickets-“Perform initial triage for high priority incident tickets (P2 tickets) which may have an impact across one or more processes and resolve priority incident (P3) tickets within defined SLAs.
Create log of incidents and Document observations and related root causes, to support in evaluation of mitigation measures. “
Resolution of service Requests-Fulfil software/hardware/network service requests within agreed timeline, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.
SLA Monitoring-Monitor SLA timelines for entire lifecycle of high priority incident tickets (P2 tickets). Escalate as needed and participate in weekly or monthly service review meetings with clients and internal teams.
Change request execution-“Create change requests as per the priority of the incident tickets in adherence with the defined guidelines.
Present changes for approval with rollback plans in change approval meetings. Execute approved changes and document post-implementation outcomes.”
Incident Analysis-“Analyse nature of incidents to support root cause analysis and related service improvement plans.
Contribute towards development of mitigation action to reduce repeat incidents, by identifying patterns of issues noted.”
PRODUCTION AGENT L1
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs
Do
- Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLA’s defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by complying with service agreements
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
- Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Deliver
| No | Performance Parameter | Measure |
| 1 | Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback |
| 2 | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |
CYBER SECURITY ANALYST L4
Role Purpose
The purpose of this role is to analyze attack patterns, develop incident response plans, ensure audit readiness, and implement disaster recovery measures, to ensure adherence to cyber security regulatory frameworks.
Areas of responsibility
Monitoring and Incident Detection-Analyse attack trends and correlate logs across systems to identify advance threats. Enhance monitoring processes and implement improvements for faster detection, to ensure compliance with security frameworks and regulatory standards.
Incident Handling and Analysis-Perform root cause analysis, create incident response plans and implement disaster recovery measures to minimize business disruption
Threat Assessment and Analytics-Undertake forensic analysis using advanced analytics tools and implement mitigation measures to align with compliance requirements.
Stakeholder Coordination and Audit Assistance-“Liaise with cross functional teams, external vendors and auditors to ensure compliance with security frameworks.
Maintain audit documentation and ensure its accuracy while implementing processes that support audit readiness and continuous compliance.”
Training and Awareness-Assist in creating and delivering cybersecurity awareness sessions, including guidance on phishing and malicious emails.
TECHNICAL LEAD L1
Role Purpose
The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.
Do
- Oversee and support process by reviewing daily transactions on performance parameters
- Review performance dashboard and the scores for the team
- Support the team in improving performance parameters by providing technical support and process guidance
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Ensure standard processes and procedures are followed to resolve all client queries
- Resolve client queries as per the SLA’s defined in the contract
- Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by monitoring compliance with service agreements
- Handle technical escalations through effective diagnosis and troubleshooting of client queries
- Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
- If unable to resolve the issues, timely escalate the issues to TA & SES
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s
- Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Mentor and guide Production Specialists on improving technical knowledge
- Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
- Develop and conduct trainings (Triages) within products for production specialist as per target
- Inform client about the triages being conducted
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Identify and document most common problems and recommend appropriate resolutions to the team
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Deliver
| No | Performance Parameter | Measure |
| 1 | Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT |
| 2 | Team Management | Productivity, efficiency, absenteeism |
| 3 | Capability development | Triages completed, Technical Test performance |
DEAL EXECUTION MANAGER L1
Role Purpose
We are looking for Bid Manager for Healthcare payer and provider business. The person will be responsible to orchestrate winning solutions to the deals, support Sales Team with proactive proposals & RFP responses, solution design & articulation, pricing, account intelligence and such other presales activities for HMD sector. We are looking for candidates who are self-driven, possess ability to network with external/ internal stakeholders and having hands on experience or exposure in solutioning Cloud, App, Infra or Digital deals.
Deal Execution Manager
Role Purpose
The Deal Execution Manager plays a pivotal role in driving the successful execution of strategic pursuits and complex deal opportunities across the sales lifecycle. Acting as the central orchestrator between Sales, Solution, Delivery, Finance, Legal, and Operations teams, this role ensures high-quality deal management, seamless customer engagement, and disciplined execution from opportunity qualification through proposal submission and deal closure.
The role combines pursuit management, commercial governance, solution coordination, and operational excellence to improve win rates, accelerate deal closure, enhance customer experience, and strengthen Wipro’s competitive positioning. The current role is positioned around leading deal qualification, RFP execution, solution integration, commercial management, and high-value enterprise pursuits.
Key Responsibilities
1. Deal Pursuit Leadership & Customer Experience
- Manage the end-to-end deal pursuit process for strategic opportunities, ensuring alignment across all stakeholders.
- Drive disciplined governance throughout the sales cycle, from qualification and discovery through proposal submission and closure.
- Ensure a high-quality customer experience across all deal interactions, workshops, presentations, and proposal activities.
- Coordinate solution development, commercial alignment, and executive reviews to increase pursuit effectiveness.
- Monitor deal progress, proactively identify risks, and resolve execution challenges to maintain momentum.
2. Bid Management & Commercial Governance
- Report and govern bid budgets while ensuring end-to-end visibility of pursuit investments and expenses.
- Coordinate proposal planning, costing, pricing, approvals, and commercial reviews.
- Partner with Sales, Finance, and Delivery teams to ensure commercially viable and competitive deal structures.
- Track pursuit performance against financial objectives and continuously improve bid efficiency.
- Drive disciplined financial governance throughout the deal lifecycle.
3. Pursuit Team Leadership & Capability Development
- Organize and lead cross-functional pursuit teams across multiple service lines and business units.
- Facilitate collaboration among sales, delivery, solution, finance, legal, and operational stakeholders.
- Capture lessons learned and institutionalize best practices to improve future deal performance.
- Develop talent through coaching, mentoring, and knowledge-sharing initiatives.
- Build a culture focused on collaboration, continuous learning, and execution excellence.
4. Deal Execution Excellence & Productivity Enhancement
- Drive operational excellence across pursuit management processes and governance frameworks.
- Improve productivity and effectiveness of sales and delivery teams through streamlined deal execution practices.
- Ensure adherence to established methodologies, compliance standards, and quality requirements.
- Promote standardization, automation, and process optimization across pursuit activities.
- Support continuous improvement initiatives that accelerate deal closures and enhance execution quality.
5. Solution Governance & Strategic Pursuit Support
- Coordinate end-to-end RFP, RFI, and RFQ execution to ensure timely and compliant submissions.
- Facilitate solution reviews, pricing discussions, risk assessments, and executive governance checkpoints.
- Ensure alignment between client requirements, solution scope, commercial commitments, and delivery capabilities.
- Support strategic pursuits through structured pursuit planning and executive stakeholder engagement.
- Drive continuous improvement of solutioning and pursuit governance methodologies.
Qualification & Experience
- 10+ years of experience in deal management, pursuit management, pre-sales, bid management, program management, or solution leadership roles.
- Proven experience managing complex RFPs, RFQs, RFIs, and large-scale strategic pursuits.
- Strong understanding of commercial modelling, pricing strategies, deal governance, and pursuit management.
- Demonstrated ability to coordinate cross-functional teams across sales, delivery, finance, legal, and operations.
- Experience working within global delivery and enterprise solution environments.
- Exceptional stakeholder management, communication, facilitation, and negotiation skills.
- Strong analytical and problem-solving capabilities with a focus on execution excellence.
POSH Internal Committee (IC) Member
Role Title: POSH Internal Committee (IC) Member
Job Location: Any of the Wipro offices in India
Purpose of the Role:
To support the organization in preventing, prohibiting, and addressing incidents of sexual harassment at the workplace in accordance with the Sexual Harassment of Women at Workplace (Prevention, Prohibition and Redressal) Act, 2013. The IC Member contributes to ensuring a safe, respectful, inclusive, and legally compliant work environment.
Roles & Responsibilities:
- Acknowledge complaints of sexual harassment in a fair, impartial, and confidential manner.
- Participate in inquiry proceedings in accordance with the principles of natural justice and the provisions of the POSH Act.
- Maintain strict confidentiality regarding complaints, evidence, proceedings, and recommendations.
- Contribute to the preparation of inquiry reports and recommendations within statutory timelines. Ensure that all parties are treated with dignity, fairness, and without bias.
- Support awareness initiatives, training sessions, and communication programs on workplace conduct and POSH compliance.
- Assist in reviewing organizational policies and recommend improvements to strengthen workplace safety.
- Participate in periodic IC meetings and contribute to annual reporting requirements.
- Maintain updated knowledge of legal developments, organizational policies, and best practices related to workplace sexual harassment.
- The IC Member functions as a member of the Internal Committee and performs duties independently in accordance with the POSH Act while collaborating with the Presiding Officer and other IC members.
Required competencies:
- High ethical standards and integrity.
- Ability to maintain confidentiality and handle sensitive matters.
- Strong listening, interviewing, and analytical skills.
- Sound judgment and impartial decision-making.
- Excellent communication and documentation skills.
- Understanding of natural justice and procedural fairness.
- Ability to manage emotionally sensitive situations with empathy and professionalism.
Qualifications
- Full time Post Graduate from an premier institute.
- 14-18 years of experience.
- Employee nominated to the Internal Committee as per organizational policy and statutory requirements.
- Successful completion of POSH/IC member training is preferred.
- Knowledge of the POSH Act, organizational policies, and inquiry procedures.
Speed Hiring_Project Eden_ECAS_JL5 _Q2 FY 27_WOW
Responsibilities
- 6+ years in test automation.
- Strong in : Java,; hands on with Playwright and API testing (RestAssured/Postman).
- Experience with message validation (JSON, XML, ISO 20022 schemas), file-based and real-time processing, asynchronous and event-driven systems (Kafka/RabbitMQ).
- Solid grasp of CI/CD (Azure DevOps, GitHub Actions, Jenkins), Git, Docker/K8s, environment variables/secrets, and test parallelization.
- Basic knowledge on data base validation on both SQL and Mongo.
- Leveraging AI to do the coding, AI output refinement of code
- Ability with prompt engineering, MCP, tokens, chunking
Preferred Skills
- Selenium-Java
- Salesforce Lightning
Educational Requirements
Bachelor of Engineering