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LEAD ADMINISTRATOR L2(CONTRACT)

Role Purpose

The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations

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

DEVELOPER L4

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

DEVELOPER L4

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

ACCOUNT QUALITY MANAGER L1

Role:

The purpose of the role is to provide assurance on the quality of deployment for the assigned accounts and support in establishing mechanisms that enhance and sustain customer satisfaction levels. The role is expected to support in enhancing customer advocacy by predicting and preventing customer escalations & dissatisfactions and drive a culture of continuous improvement in the assigned accounts.

Do:

  • Implement deployment quality strategy for the assigned Accounts
    • Provide inputs in the development of strategy for the assigned accounts while considering the quality standards, client expectations, quality, and monitoring mechanisms
    • Review and reallocate the priorities to align with the overall strategy of the line of business / business unit
  • Quality control and Customer satisfaction
    • Support the completion of Annual Customer Satisfaction survey by ensuring completion of survey by the account customers, representatives for various projects within the account.
    • Ensure completion of survey and address any queries in a timely manner.
    • Support in conceptualizing the action planning by communicating with clients and interacting with Delivery Managers, vertical delivery heads and service delivery heads
    • Drive the account wise tracking of action planning identified for sustained CSAT in various projects.
    • Drive the Quarterly pulse survey for selected accounts or projects for periodic check-ins.
    • Support the Account Leadership teams for tracking and managing client escalation for closure.
  • Early Warnings and Business partnership
    • Drive the implementation of mechanisms for preventing client escalations / dis-satisfactions by creating an early warning system in DigiQ covering aspects like delivery quality, delivery schedule, resources constraints, financial issues (overloading of effort / over-run potential), productivity, and slippages on milestones.
    • Participate in Monthly and Quarterly Business review along with Business and Account leadership to ensure adherence of defined quality processes, define new life cycle models and ensure gating processes are followed the projects within the accounts.
    • Drive the upskilling of delivery teams on quality management tools, knowledge management and create mechanisms for sharing of best practices.
    • Support the collection of metrics on the performance / health of process and regular publishing of compliance and metrics dashboards.
  • Continuous Improvement
    • Drive a culture of continuous improvement in the assigned accounts to ensure enhance efficiency and productivity of resources
    • Create mechanisms between the projects in the account for sharing knowledge, quality issues, risk mitigation methods within the accounts to drive the continuous improvement
    • Plan and drive year on year improvement goals in various projects by way of process streamlining & improvements and automation, leading to cost savings and / or efficiency
    • Support the collection of metrics to show the improvements- efficiency / productivity improvement.
  • Team Management
    • Team Management
      • Clearly define the expectations for the team
      • Assign goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
      • Guide the team members in acquiring relevant knowledge and develop their professional competence
      • Drive geography specific trainings for the quality team, designed basis the statutory norms that apply in different countries
      • Ensure that the Performance Nxt is followed for the entire team
    • Employee Satisfaction and Engagement
      • Lead and drive engagement initiatives for the tea
      • Track team satisfaction scores and identify initiatives to build engagement within the team

Deliver

No. Performance Parameter Measure
1.

Quality Control and Customer satisfaction
  • CSAT Score-BU/Account/Portfolio level
  • Process Compliance/Exceptions Scores
  • Audit Coverage percentage
  • Schedule performance Scores
  • Planned vs actual project effort
  • Resource productivity scores
2.

Capability Building
  • New Employee Onboarding
  • New Employee Certifications
3.

Continuous Improvement
  • Lean projects implemented per year
  • Productivity improvement of resources
  • Continuous Improvement Processes implemented per year
4.

Team Management
  • Team attrition %
  • Employee satisfaction scores
5.

Capability Building
  • % trained on domain and location specific skills,
  • % of team trained in necessary leadership skills

ACCOUNT QUALITY MANAGER L1

Role:

The purpose of the role is to provide assurance on the quality of deployment for the assigned accounts and support in establishing mechanisms that enhance and sustain customer satisfaction levels. The role is expected to support in enhancing customer advocacy by predicting and preventing customer escalations & dissatisfactions and drive a culture of continuous improvement in the assigned accounts.

Do:

  • Implement deployment quality strategy for the assigned Accounts
    • Provide inputs in the development of strategy for the assigned accounts while considering the quality standards, client expectations, quality, and monitoring mechanisms
    • Review and reallocate the priorities to align with the overall strategy of the line of business / business unit
  • Quality control and Customer satisfaction
    • Support the completion of Annual Customer Satisfaction survey by ensuring completion of survey by the account customers, representatives for various projects within the account.
    • Ensure completion of survey and address any queries in a timely manner.
    • Support in conceptualizing the action planning by communicating with clients and interacting with Delivery Managers, vertical delivery heads and service delivery heads
    • Drive the account wise tracking of action planning identified for sustained CSAT in various projects.
    • Drive the Quarterly pulse survey for selected accounts or projects for periodic check-ins.
    • Support the Account Leadership teams for tracking and managing client escalation for closure.
  • Early Warnings and Business partnership
    • Drive the implementation of mechanisms for preventing client escalations / dis-satisfactions by creating an early warning system in DigiQ covering aspects like delivery quality, delivery schedule, resources constraints, financial issues (overloading of effort / over-run potential), productivity, and slippages on milestones.
    • Participate in Monthly and Quarterly Business review along with Business and Account leadership to ensure adherence of defined quality processes, define new life cycle models and ensure gating processes are followed the projects within the accounts.
    • Drive the upskilling of delivery teams on quality management tools, knowledge management and create mechanisms for sharing of best practices.
    • Support the collection of metrics on the performance / health of process and regular publishing of compliance and metrics dashboards.
  • Continuous Improvement
    • Drive a culture of continuous improvement in the assigned accounts to ensure enhance efficiency and productivity of resources
    • Create mechanisms between the projects in the account for sharing knowledge, quality issues, risk mitigation methods within the accounts to drive the continuous improvement
    • Plan and drive year on year improvement goals in various projects by way of process streamlining & improvements and automation, leading to cost savings and / or efficiency
    • Support the collection of metrics to show the improvements- efficiency / productivity improvement.
  • Team Management
    • Team Management
      • Clearly define the expectations for the team
      • Assign goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
      • Guide the team members in acquiring relevant knowledge and develop their professional competence
      • Drive geography specific trainings for the quality team, designed basis the statutory norms that apply in different countries
      • Ensure that the Performance Nxt is followed for the entire team
    • Employee Satisfaction and Engagement
      • Lead and drive engagement initiatives for the tea
      • Track team satisfaction scores and identify initiatives to build engagement within the team

Deliver

No. Performance Parameter Measure
1.

Quality Control and Customer satisfaction
  • CSAT Score-BU/Account/Portfolio level
  • Process Compliance/Exceptions Scores
  • Audit Coverage percentage
  • Schedule performance Scores
  • Planned vs actual project effort
  • Resource productivity scores
2.

Capability Building
  • New Employee Onboarding
  • New Employee Certifications
3.

Continuous Improvement
  • Lean projects implemented per year
  • Productivity improvement of resources
  • Continuous Improvement Processes implemented per year
4.

Team Management
  • Team attrition %
  • Employee satisfaction scores
5.

Capability Building
  • % trained on domain and location specific skills,
  • % of team trained in necessary leadership skills

ACCOUNT QUALITY MANAGER L1

Role:

The purpose of the role is to provide assurance on the quality of deployment for the assigned accounts and support in establishing mechanisms that enhance and sustain customer satisfaction levels. The role is expected to support in enhancing customer advocacy by predicting and preventing customer escalations & dissatisfactions and drive a culture of continuous improvement in the assigned accounts.

Do:

  • Implement deployment quality strategy for the assigned Accounts
    • Provide inputs in the development of strategy for the assigned accounts while considering the quality standards, client expectations, quality, and monitoring mechanisms
    • Review and reallocate the priorities to align with the overall strategy of the line of business / business unit
  • Quality control and Customer satisfaction
    • Support the completion of Annual Customer Satisfaction survey by ensuring completion of survey by the account customers, representatives for various projects within the account.
    • Ensure completion of survey and address any queries in a timely manner.
    • Support in conceptualizing the action planning by communicating with clients and interacting with Delivery Managers, vertical delivery heads and service delivery heads
    • Drive the account wise tracking of action planning identified for sustained CSAT in various projects.
    • Drive the Quarterly pulse survey for selected accounts or projects for periodic check-ins.
    • Support the Account Leadership teams for tracking and managing client escalation for closure.
  • Early Warnings and Business partnership
    • Drive the implementation of mechanisms for preventing client escalations / dis-satisfactions by creating an early warning system in DigiQ covering aspects like delivery quality, delivery schedule, resources constraints, financial issues (overloading of effort / over-run potential), productivity, and slippages on milestones.
    • Participate in Monthly and Quarterly Business review along with Business and Account leadership to ensure adherence of defined quality processes, define new life cycle models and ensure gating processes are followed the projects within the accounts.
    • Drive the upskilling of delivery teams on quality management tools, knowledge management and create mechanisms for sharing of best practices.
    • Support the collection of metrics on the performance / health of process and regular publishing of compliance and metrics dashboards.
  • Continuous Improvement
    • Drive a culture of continuous improvement in the assigned accounts to ensure enhance efficiency and productivity of resources
    • Create mechanisms between the projects in the account for sharing knowledge, quality issues, risk mitigation methods within the accounts to drive the continuous improvement
    • Plan and drive year on year improvement goals in various projects by way of process streamlining & improvements and automation, leading to cost savings and / or efficiency
    • Support the collection of metrics to show the improvements- efficiency / productivity improvement.
  • Team Management
    • Team Management
      • Clearly define the expectations for the team
      • Assign goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
      • Guide the team members in acquiring relevant knowledge and develop their professional competence
      • Drive geography specific trainings for the quality team, designed basis the statutory norms that apply in different countries
      • Ensure that the Performance Nxt is followed for the entire team
    • Employee Satisfaction and Engagement
      • Lead and drive engagement initiatives for the tea
      • Track team satisfaction scores and identify initiatives to build engagement within the team

Deliver

No. Performance Parameter Measure
1.

Quality Control and Customer satisfaction
  • CSAT Score-BU/Account/Portfolio level
  • Process Compliance/Exceptions Scores
  • Audit Coverage percentage
  • Schedule performance Scores
  • Planned vs actual project effort
  • Resource productivity scores
2.

Capability Building
  • New Employee Onboarding
  • New Employee Certifications
3.

Continuous Improvement
  • Lean projects implemented per year
  • Productivity improvement of resources
  • Continuous Improvement Processes implemented per year
4.

Team Management
  • Team attrition %
  • Employee satisfaction scores
5.

Capability Building
  • % trained on domain and location specific skills,
  • % of team trained in necessary leadership skills

LEAD ADMINISTRATOR L2

Role Purpose

The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations

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

AI LEAD L1

Role Purpose
The purpose of this role is to develop minimum viable product (MVP) and comprehensive AI solutions that meet and exceed client’s expectations and add value to business.

Do

  • Manage the product/ solution development using the desired AI techniques
    • Lead development and implementation of custom solutions through thoughtful use of modern AI technology
    • Review and evaluate the use cases and decide whether a product can be developed to add business value
    • Create the overall product development strategy and integrating with the larger interfaces
    • Create AI models and framework and implement them to cater to a business problem
    • Draft the desired user Interface and create AI models as per business problem
    • Analyze technology environment and client requirements to define product solutions using AI framework/ architecture
    • Implement the necessary security features as per product’s requirements
    • Review the used case and see the latest AI that can be used in product’s development
    • Identify problem areas and perform root cause analysis and provide relevant solutions to the problem
    • Tracks industry and application trends and relates these to planning current and future AI needs
    • Create and delegate work plans to the programming team for product development
    • Interact with Holmes advisory board for knowledge sharing and best practices
  • Responsible for developing and maintaining client relationships with the key strategic partners and decision makers
    • Drive discussions and provide consultation around product design as per customer needs
    • Participate in client interactions and gather insights regarding product development
    • Interact with vertical delivery and business teams and provide and correct responses to RFP/ client requirements
    • Assist in product’s demonstration and receive feedback from the client
    • Design presentations for seminars, meetings and enclave primarily focused over product
  • Team Management
    • Resourcing
      • Forecast talent requirements as per the current and future business needs
      • Hire adequate and right resources for the team
    • Talent Management
      • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
      • Build an internal talent pool and ensure their career progression within the organization
      • Manage team attrition
      • Drive diversity in leadership positions
    • Performance Management
      • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
      • Ensure that the Performance Nxt is followed for the entire team
    • 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

Deliver

No. Performance Parameter Measure
1. Continuous technical project management & delivery Adoption of new technologies, IP creation, MVP creation, Number of patents filed, Research papers created
2. Client Centricity No. of automation done, On-Time Delivery, cost of delivery, optimal resource allocation
3. Capability Building & Team Management % trained on new age skills, Team attrition %, Number of webinars conducted (internal/external)

TECHNICAL LEAD L1

Existing Wipro Role Technical Lead L1
Potential Band Alignment B3

Role Purpose

The purpose of this role is to facilitate application solutions by developing and reviewing module-level codes, creating replication patterns, performing root cause analysis to identify recurring issues and collaborating with internal and external stakeholders to ensure stable, well-documented deliverables that meet business objectives.

Areas of responsibility
Gathering of requirements Participate in gathering requirements for specific modules and ensure clear, structured documentation. Work across multiple business processes to capture linkages, dependencies, and required changes.
Solution Design Facilitate creation of application solution designs for a specific module under the guidance of the Project Manager, ensuring alignment with business requirements and technical standards.
Coding and Configuration Review the developed codes, resolve technical queries of the team for the assigned module and create consistent replication patterns, to ensure that the developed code aligns with the project standards.

Collaborate with project managers through all phases of software development life cycle.
Testing and Trial Runs Monitor and implement testing activities for assigned modules and conduct User Acceptance Testing (UAT).

Perform root-cause analysis to identify and troubleshoot recurring technical issues. Modify software codes to resolve errors, adapt to new hardware and software, enhance performance, and upgrade interfaces.
Implementation Collaborate with technical teams to validate configurations, facilitate integration of new applications, and address dependencies during deployment. Prepare user training documents and related frameworks to ensure smooth adoption new applications and minimize transition risks.
Maintain Documentation Ensure that all technical documents, flowcharts, layouts, and diagrams align with project objectives.

Collate and submit project specification, project progress, resource requirements and status reports for the review of Project Manager.
Stakeholder Collaboration Engage with project managers, client stakeholders, and technical team to gather and refine requirements and define technical expectations.

Work with internal and external stakeholders to gather feedback, align deliverables, evaluate software–hardware interactions, and define specifications to meet performance requirements.

Innovation Develop improved testing and programming practices using innovative methods to enhance automation and ensure the delivery of error free codes.

LEAD ADMINISTRATOR L1

Existing Wipro Role Lead Administrator L1
Potential Band Alignment B3
Role Purpose The purpose of this role is to resolve high-priority incidents through advanced troubleshooting, ensure SLA compliance, analyse system performance trends, and create mitigation measures by collaborating with internal and external stakeholders.
Areas of responsibility
Triaging and resolution of tickets Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.
SLA Monitoring Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.
Performance tuning and optimization Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency.
Perform system Improvements Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams.
Handling disaster recovery Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards.
Reporting and stakeholder engagement Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment.
Team Management Collaborate with team members to resolve open tickets and service requests.
Knowledge base and continuous learning Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.

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