SYSTEM ENGINEER L1(CONTRACT)
Do
• Excellent communication skills
• Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills.
• Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies.
• Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
• Answer incoming calls and respond to customer’s emails in timely manner.
• Manage and resolve customer complaints.
• Identify and escalate issues to supervisors as and when needed.
• Provide product and service information to customers.
• Research required information using available resources and Offer Solution to customers.
• Research, identify, and resolve customer complaints using applicable software.
• Route calls and tickets to appropriate resources and Domains who can best support he user,
• Document all call information according to standard operating procedures.
• Recognize, document, and alert the management team of trends in customer calls.
• Create SOPs for new Issues and resolution given.
• Complete call logs and reports.
EDI Analyst Sterling Integrator
Role Purpose
The purpose of this role is to design, test and maintain software programs for operating systems or applications which needs to be deployed at a client end and ensure its meet 100% quality assurance parameters
Do
1. Instrumental in understanding the requirements and design of the product/ software
- Develop software solutions by studying information needs, studying systems flow, data usage and work processes
- Investigating problem areas followed by the software development life cycle
- Facilitate root cause analysis of the system issues and problem statement
- Identify ideas to improve system performance and impact availability
- Analyze client requirements and convert requirements to feasible design
- Collaborate with functional teams or systems analysts who carry out the detailed investigation into software requirements
- Conferring with project managers to obtain information on software capabilities
2. Perform coding and ensure optimal software/ module development
- Determine operational feasibility by evaluating analysis, problem definition, requirements, software development and proposed software
- Develop and automate processes for software validation by setting up and designing test cases/scenarios/usage cases, and executing these cases
- Modifying software to fix errors, adapt it to new hardware, improve its performance, or upgrade interfaces.
- Analyzing information to recommend and plan the installation of new systems or modifications of an existing system
- Ensuring that code is error free or has no bugs and test failure
- Preparing reports on programming project specifications, activities and status
- Ensure all the codes are raised as per the norm defined for project / program / account with clear description and replication patterns
- Compile timely, comprehensive and accurate documentation and reports as requested
- Coordinating with the team on daily project status and progress and documenting it
- Providing feedback on usability and serviceability, trace the result to quality risk and report it to concerned stakeholders
3. Status Reporting and Customer Focus on an ongoing basis with respect to project and its execution
- Capturing all the requirements and clarifications from the client for better quality work
- Taking feedback on the regular basis to ensure smooth and on time delivery
- Participating in continuing education and training to remain current on best practices, learn new programming languages, and better assist other team members.
- Consulting with engineering staff to evaluate software-hardware interfaces and develop specifications and performance requirements
- Document and demonstrate solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments and clear code
- Documenting very necessary details and reports in a formal way for proper understanding of software from client proposal to implementation
- Ensure good quality of interaction with customer w.r.t. e-mail content, fault report tracking, voice calls, business etiquette etc
- Timely Response to customer requests and no instances of complaints either internally or externally
Deliver
| No. | Performance Parameter | Measure |
| 1. | Continuous Integration, Deployment & Monitoring of Software | 100% error free on boarding & implementation, throughput %, Adherence to the schedule/ release plan |
| 2. | Quality & CSAT | On-Time Delivery, Manage software, Troubleshoot queries, Customer experience, completion of assigned certifications for skill upgradation |
| 3. | MIS & Reporting | 100% on time MIS & report generation |
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 |
DOMAIN CONSULTANT L1
| Proposed Role Name | Domain Consultant L1 |
| Potential Band Alignment | B3 |
| Role Purpose | The purpose of this role is to support domain-specific consulting activities by conducting data analysis, assisting in market and benchmarking research, and preparing clear documentation to form basis for process implemenation. |
| Areas of Responsibilities | |
| Business process analysis | Assist in data analysis to support identification of domain-specific change areas. |
| Market research & benchmarking | Support market research and benchmarking study to identify industry trends and alternate third party products wherever applicable. |
| Optimization Initiatives | Assist in identifying improvement areas across processes and functions to enhance process performance and solution delivery. |
| Technical Documentation | Support in translating technical specifications into clear, user-oriented documentation and communication materials to form base for implementation. |
DOMAIN CONSULTANT L1
| Proposed Role Name | Domain Consultant L1 |
| Potential Band Alignment | B3 |
| Role Purpose | The purpose of this role is to support domain-specific consulting activities by conducting data analysis, assisting in market and benchmarking research, and preparing clear documentation to form basis for process implemenation. |
| Areas of Responsibilities | |
| Business process analysis | Assist in data analysis to support identification of domain-specific change areas. |
| Market research & benchmarking | Support market research and benchmarking study to identify industry trends and alternate third party products wherever applicable. |
| Optimization Initiatives | Assist in identifying improvement areas across processes and functions to enhance process performance and solution delivery. |
| Technical Documentation | Support in translating technical specifications into clear, user-oriented documentation and communication materials to form base for implementation. |
ADMINISTRATOR L3(CONTRACT)
Role Purpose
The purpose of the role is to resolve, maintain and manage client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction
Do
- Ensure timely response of all the tickets raised by the client end user
- Service requests solutioning by maintaining quality parameters
- Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
- Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
- Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
- Provide an acceptance and immediate resolution to the high priority tickets/ service
- Installing and configuring software/ hardware requirements based on service requests
- 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
- Provide application/ user access as per client requirements and requests to ensure timely solutioning
- Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
- Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
- Coordinate with on-site team for complex problem resolution and ensure timely client servicing
- Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner
Deliver
| No | Performance Parameter | Measure |
| 1. | 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails |
DEVELOPER L3
| Potential Role Name | Developer L3 |
| Potential Band Alignment | B2 |
Role Purpose
The purpose of this role is to develop and test software modules based on client requirements and prepare project documentation while coordinating with cross-functional teams to ensure quality delivery.
| Areas of responsibility | |
| Gathering of requirements | Assist in conducting workshops and discussions with client stakeholders to gather business process requirements. |
| Coding and Configuration | Develop and deliver code for assigned modules, in alignment with client requirements ensuring proper integration with system components.
Work on assigned modules using standard practices and documentation protocols. |
| Testing and Trial Runs | Execute testing for assigned modules, validate functionality across required interactions, and participate in User Acceptance Testing (UAT) sessions.
Assist in root cause analysis to identify bugs and errors. |
| Implementation | Participate in implementation of software application and its integration with other systems to ensure stability. |
| Maintain Documentation | Prepare detailed reports and documentation on project specifications, activities, and status, while presenting information using flowcharts, layouts, diagrams, code comments, and clear, well-structured code. |
| Stakeholder Collaboration | Collaborate with cross functional teams to understand requirements, support development activities, check system compatibility, and ensure solutions meet expected standards. |
Sap ABAP+EAM+MRS+Mobile Application Consultant
Role:
The technical consultant professionals will provide technical expertise to plan, analyse, define and support the delivery of technical capabilities for clients transformation, enhancement, advanced problem-solving skills and support projects.
Do:
- Independently work as an expert in the respective SAP technical workstream for an SAP implementation/conversion/development/enhancement /support project
- High level design, detailed design and develop technical / integration solutions to meet those needs
- Work with clients to understand their business needs and processes
- Participate in technical and technology workshops to understand and deliver integration requirements
- Drive client discussions to define the integration requirements and translate the requirements to the technical solution
- Provide training and support to end-users
- Write technical specifications and test plan for development team to ensure test driven development
- Manage projects and timelines
- Provide expert support to various projects and delivery engagements as and when required
- Drive innovation/transformation agenda in large existing accounts, provide delivery
- Provide delivery support and escalation management
- Interaction with SAP and with party partners
| No. | Performance Parameter | Measure |
| 1. |
Job Knowledge |
Consider existing skill levels & measure cross skills & upskills acquired to remain current on new development in respective SAP Technical module |
| 2. |
Customer Satisfaction |
As defined by clients SLAs |
| 3. |
Manging change & Improvement |
Measure effectiveness in initiating changes, adapting to changes from old methods when they are no longer effective Measure overall adaptability/flexibility to move from one project to another project |
| 4. |
Functional Leadership |
Measure effectiveness in accomplishing work assignments through subordinates; delegating & coordinating effectively |
| 5. |
Customer Responsiveness |
Measure Responsiveness & courtesy in dealing with external customer, internal staff, teammates in courteous manner |
LEAD ADMINISTRATOR L2(CONTRACT)
Location: BLR, HYD, PUNE, COIMBATORE, CHENNAI
Rates including mark up – 240 K/M – 250 K/M
JD :- Position :- Azure Network Architect.
Azure Network Architect
Designs, builds, and manages secure, scalable network infrastructure in Microsoft Azure, focusing on Azure network Setup, VNet setup, DNS, UDRS, ExpressRoute, NSGs, load balancers, hybrid connectivity, and security controls like Azure Firewall/WAF, ensuring performance, reliability, and cost-efficiency, while collaborating with teams and providing technical leadership for complex cloud networking solutions
Key Responsibilities
Design & Architecture: Develop blueprints for Azure networks, integrating on-premises and cloud environments, focusing on security, scalability, and performance.
• Implementation: Configure Azure services like VNets, Subnets, NSGs, Application Gateways, Azure Firewall, Azure Route Tables, VPN Gateways, and ExpressRoute. Configure NVAs like Palo Alto, Zscaler, Infoblox, other Networking Appliances are plus point. Experience with Coding/Scripting is a plus. (Python, PowerShell, Terraform, etc.)
• Security: Implement zero-trust principles, network segmentation, and security policies to meet compliance standards.
• Performance & Optimization: Monitor, analyze, and optimize network performance, troubleshoot complex issues, and manage costs.
• Hybrid Connectivity: Establish secure, high-performance connections between Azure and on-premises data centers (e.g., ExpressRoute, Site-to-Site VPNs).
• Automation: Use Infrastructure as Code (IaC) and automation tools for deployment and management.
• Collaboration & Leadership: Work with other cloud/security engineers, mentor junior staff, and present technical strategies to stakeholders.
• Documentation: Create and maintain detailed network designs, procedures, and compliance documentation.
Core Skills & Qualification
• Deep expertise in Azure networking services (VNets, DNS, Load Balancers, Firewalls, ExpressRoute, etc.).
• Strong understanding of networking fundamentals (TCP/IP, BGP, routing, switching).
• Experience with security best practices, including micro-segmentation, WAF, DDoS protection.
• Familiarity with automation tools (PowerShell, Terraform, GitHub).
• Knowledge of ITIL/DevOps processes and change management.
• Excellent problem-solving, communication, and leadership skills
Common Tools & Technologies
• Azure: VNets, NSGs, Azure Firewall, App Gateway, ExpressRoute, Load Balancers, Traffic Manager.
• Security: WAF, DDoS Protection, Network Security, Identity, Palo Alto Firewalls
• Automation: PowerShell, Azure CLI, Terraform.
• Monitoring: Azure Monitor, Log Analytics.
• ExpressRoute: Experience Implementing and migrating Azure ExpressRoutes
| Performance tuning and optimization | Collaborate with technical teams in managing production support activities regarding incident resolution, efficient deployments, and implementation of changes. |
| Perform system Improvements | Collaborate with technical teams to review mitigation measures and proposed improvement actions. |
| Handling disaster recovery | Develop disaster recovery and data backup plans to ensure system resilience and quick restoration in case of disruptions. |
| Reporting and stakeholder engagement | Participate in Quarterly Business Reviews (QBRs), manage client expectations, and ensure alignment with business objectives. |
| Team Management | Supervise team members by overseeing daily operations, conducting performance appraisals, and providing feedback. |
| Knowledge base and continuous learning | Update and maintain documentation for complex issues, share best practices within the team, and support ongoing knowledge enhancement to improve service efficiency. |
BA Automotive
Role Purpose
Senior Consultants are able to leverage their experience to deliver discrete projects with minimal supervision. They demonstrate clear understanding of the client’s business issues, detailing and tailoring consulting solutions to generate maximum value through idea generation and engagement experience. The Senior Consultant must achieve high personal billability.
Do
Consulting Execution
• An ambassador for the Wipro tenets and values, secures great feedback from multiple clients
• Consulting project Manager or equivalent coordinates teams of consultants, responsible for assuring quality of deliverables
• Flexible in approach, ability to coordinate resource with expertise in various areas
• Decisive and directive delivery focus with a can do attitude, demonstrates both hard and soft skills
• Coaches, mentors and motivates team and client staff, build trust and confidence through focus on quality and delivery
• Effective at engaging with clients, extracting information, e.g., developing facilitation and communication skills
• Responsible for ensuring project administration is up to date e.g., SoW, tagging, etc.,
Business development
• Ensures high levels of individual utilisation achievement in line with the levels expected as part of the goal setting process
• Consistently agrees personal extensions with client
• Demonstrates developing network of relationships with clients and provides required intelligence/insights to solve’ clients business problems
• Builds relationships with client peers and provides required intelligence/insights to solve clients business problems
• Leads smaller scale meetings with sales teams, leads proposal development to a high standard working with sales teams as appropriate
• Anchors market research activities in chosen area of work
• Consistently plays a major role in opportunity identification, raising potential pursuits to practice leadership team, helping them proactively in pursuits
Thought Leadership
• Develops insight into chosen industry and technology trends, ensures they are shared with the wider practice/GCG in one of the various channels
• Contributes to team thought leadership
• Ensures a track record is written up of own assignment and, where appropriate, ensures it is written up as a case study
Contribution to Practice/Wipro
• Continually delivers all Wipro admin in a timely manner (timesheets, appraisals expenses, etc.,)
• Demonstrates contribution to internal initiatives
• Suggest ways to improve an engagement through leverage of tools, methods assets, information sources , IP available within the knowledge management platform
• Organises the contribution of IP and knowledge assets to the central repository of Wipro and GCG and promotes reuse
• Engages with other consulting and delivery teams to enhance collaboration and growth and is part of the Wipro ‘Communities’ activities
• Proposes new service offerings/capabilities and demonstrates value through innovation and subject matter expertise
• Provides on/off site training, demos to existing staff as needed. Develops process assets and other reusable artefacts based on learnings from projects
• Routinely connects with SMEs to ensure delivery approach considers downstream requirements
• Proactively participates in and suggests ideas for practice development initiatives
• Actively shares knowledge and points of view within the team and within relevant communities of interest
Deliver
| Strategic Objectives | Parameter Description |
Measure (Select relevant measures/ modify measures after speaking to your Manager) |
| Deliver growth in consulting revenues | • Support business performance for direct consulting against relevant quarterly/annual targets • Improve quality of consulting by flawless delivery of transformation engagements |
• % of Personal Utilisation Achievement (against target) • No. of RFI/RFPs responses supported • No. of transformation engagements delivered • No. of referenceable clients, testimonials • Average CSAT, PCSAT across projects |
| Generate Impact | • Enable pull through business/ impact for Wipro through front end consulting engagements/deal pursuit/client relationships | • Number and value of downstream opportunities identified for GCG and larger Wipro |
| Grow market positioning | • Lead/actively contribute to the development of thought leadership/offerings/assets for the practice to support business growth | • Eminence and thought leadership demonstrated through content, citations and testimonials • Contributions to white papers/POVs/assets such as Repeatable IP, Frameworks & Methods • Number of ideas generated and active contribution to the development of new consulting offerings/solutions/assets |
| Provide consulting leadership to accounts | • Generating growth and integration across the consulting services, growing client relationship profile and supporting the achievement of the Wipro-wide account objectives • Support GCG Account Lead/Account team to grow consulting service portfolio |
• Number & $ value of consulting deals in the account supported |
| Grow the consulting talent | • Grow skills and capabilities to deliver consulting engagements in new industries, business themes, frameworks, technologies | • Self Development – Min 32 hrs on training in a year. Combination of online and classroom on new industries, new business themes, new technologies, new frameworks, etc. |
| Build the consulting community | • Individual contribution to People Development and Collaboration Effectiveness | • Distinct participation in and demonstration of: • Collaboration across GCG – through the contribution to cross-practice offerings, sharing of best practices/industrial/technological expertise, consulting community initiatives • Knowledge Management – Number of Assets owned and contributed to Consulting Central |