DELIVERY TRANSITION HEAD L1
Role & Responsibility:
The Delivery Transition Head is the owner of the transition, delivery and change management and has the responsibility for the smooth transition of the assigned business, stabilizing operations and managing change within the organization.
Roles and Responsibilities
- The leader will be the point of contact for the assigned client manager and also with the onshore managers for the related processes
- He/She will coordinate and work closely with all the managers on managing the client relationship, performance, efficiency, cost, improvements and controls.
- Lead / participate in opportunity analysis / due diligence of potential projects. Support solutioning of new bids / RFP-RFI responses/Client Presentations and sales cycle
- Ensure project specifications (timelines, budget, SLAs) are achieved Equal opportunities, equal dignity without discrimination At Wipro, applicants are considered for employment solely on the basis of their qualifications and competencies.
- As an employee you will enjoy equal opportunity in all aspects of employment, including recruitment, training conditions of service and career progression. Furthermore, we are committed to maintaining a workplace where each employee privacy and personal dignity is respected and protected from offensive or threatening behavior including violence and sexual harassment.
- Understanding strategic business objectives of the customer and facilitating the definition of project scope, goals and deliverables.
- Should have migrated at least 3 projects in Banking and financial services domain. Specifically need experience beyond Credit card and customer services processes in banking
- Identifying and defining business case; defining project tasks and resource requirements; developing detailed project charter, project plan and transition plan depending on solution complexity, priorities and deliverables.
- Combining process migration activities along with IT implementation –
- Gives customer distinct advantage as vendor manages both IT as well as the operations –
- Optimization of the transition methodology – reduce time, reduce costs, reduce risks, retain/ improve quality – Responsible for risk management – understand the business and operational risks and develop and execute mitigation plans. Responsible for driving process specific business continuity planning. –
- Responsible for the creation and/or maintenance of project management documents including status reports, project plans, knowledge transfer documentation, requisite approvals on Clarity. –
- Lead / participate in opportunity analysis / due diligence of potential projects. Support solutioning of new bids / RFP-RFI responses/Client Presentations and sales cycle
- Handled large and multiple transitions with different levels of complexity –
- Strong Project Management skills Strong focus on deliverables – do whatever it takes to meet timelines and quality of deliverables –
- Handled an extended team not necessarily with direct reporting relationship –
- Deep understanding of the different aspects of ITES services and tools – At least 3 years of intense customer facing roles –
- Focus on continuous improvement – good to have Six Sigma knowledge (Green Belt/ Black Belt) –
- Managed/ liaised with IT Projects team to deliver Technology solution of the transition projects –
- Successful management of large/multiple transitions of clients processes in the respective domain –
- Independent execution with minimal supervision –
- Ensure project specifications (timelines, budget, SLAs) are achieved –
- Escalate risks and issues in order to achieve these objectives –
- Thoroughness of project planning Thoroughness of project tracking risk, issue and milestone management Identify areas for efficiency improvement, implementing the same –
- Build close rapport with key client managers Strong focus on revenues minimize risks along with speed of execution – Handling prospect/ client presentations Respond to RFI/ RFPs Mentor junior members of Transitions team as required.
- Education Post graduate (MBA preferred)
Skills
- Should have 15+ years of experience in leading Transitions and implementation of new business in the BPO industry.
- Extensive experience in client facing operational role and having led large teams
- Experience of working and delivering complex Transitions, Implementations and projects.
- Demonstrated ability in managing solutions/ transitions for analytics projects.
- Demonstrated experience in ramping up operations.
- Needs to be comfortable with working across various time zones
- Strong client facing skills and ability to communicate and clearly articulate business ideas and concepts clearly
- Ability to work and communicate with people across organizational units
- Ability to think strategically and translate strategy into action plans
- Willing for travel for prolonged periods
DELIVERY TRANSITION HEAD L1
Role & Responsibility:
The Delivery Transition Head is the owner of the transition, delivery and change management and has the responsibility for the smooth transition of the assigned business, stabilizing operations and managing change within the organization.
Roles and Responsibilities
- The leader will be the point of contact for the assigned client manager and also with the onshore managers for the related processes
- He/She will coordinate and work closely with all the managers on managing the client relationship, performance, efficiency, cost, improvements and controls.
- Lead / participate in opportunity analysis / due diligence of potential projects. Support solutioning of new bids / RFP-RFI responses/Client Presentations and sales cycle
- Ensure project specifications (timelines, budget, SLAs) are achieved Equal opportunities, equal dignity without discrimination At Wipro, applicants are considered for employment solely on the basis of their qualifications and competencies.
- As an employee you will enjoy equal opportunity in all aspects of employment, including recruitment, training conditions of service and career progression. Furthermore, we are committed to maintaining a workplace where each employee privacy and personal dignity is respected and protected from offensive or threatening behavior including violence and sexual harassment.
- Understanding strategic business objectives of the customer and facilitating the definition of project scope, goals and deliverables.
- Should have migrated at least 3 projects in Banking and financial services domain. Specifically need experience beyond Credit card and customer services processes in banking
- Identifying and defining business case; defining project tasks and resource requirements; developing detailed project charter, project plan and transition plan depending on solution complexity, priorities and deliverables.
- Combining process migration activities along with IT implementation –
- Gives customer distinct advantage as vendor manages both IT as well as the operations –
- Optimization of the transition methodology – reduce time, reduce costs, reduce risks, retain/ improve quality – Responsible for risk management – understand the business and operational risks and develop and execute mitigation plans. Responsible for driving process specific business continuity planning. –
- Responsible for the creation and/or maintenance of project management documents including status reports, project plans, knowledge transfer documentation, requisite approvals on Clarity. –
- Lead / participate in opportunity analysis / due diligence of potential projects. Support solutioning of new bids / RFP-RFI responses/Client Presentations and sales cycle
- Handled large and multiple transitions with different levels of complexity –
- Strong Project Management skills Strong focus on deliverables – do whatever it takes to meet timelines and quality of deliverables –
- Handled an extended team not necessarily with direct reporting relationship –
- Deep understanding of the different aspects of ITES services and tools – At least 3 years of intense customer facing roles –
- Focus on continuous improvement – good to have Six Sigma knowledge (Green Belt/ Black Belt) –
- Managed/ liaised with IT Projects team to deliver Technology solution of the transition projects –
- Successful management of large/multiple transitions of clients processes in the respective domain –
- Independent execution with minimal supervision –
- Ensure project specifications (timelines, budget, SLAs) are achieved –
- Escalate risks and issues in order to achieve these objectives –
- Thoroughness of project planning Thoroughness of project tracking risk, issue and milestone management Identify areas for efficiency improvement, implementing the same –
- Build close rapport with key client managers Strong focus on revenues minimize risks along with speed of execution – Handling prospect/ client presentations Respond to RFI/ RFPs Mentor junior members of Transitions team as required.
- Education Post graduate (MBA preferred)
Skills
- Should have 15+ years of experience in leading Transitions and implementation of new business in the BPO industry.
- Extensive experience in client facing operational role and having led large teams
- Experience of working and delivering complex Transitions, Implementations and projects.
- Demonstrated ability in managing solutions/ transitions for analytics projects.
- Demonstrated experience in ramping up operations.
- Needs to be comfortable with working across various time zones
- Strong client facing skills and ability to communicate and clearly articulate business ideas and concepts clearly
- Ability to work and communicate with people across organizational units
- Ability to think strategically and translate strategy into action plans
- Willing for travel for prolonged periods
CYBER SECURITY ANALYST L2
Role Purpose
The purpose of this role is to identify alerts, assist in triaging incidents, and perform basic vulnerability checks to support day-to-day cybersecurity operations and maintain system integrity.
Areas of responsibility
Monitoring and Incident Detection-Identify alerts and review log sources to detect unauthorized access, malware signatures, and suspicious network traffic
Incident Handling and Analysis-“Assist in triaging security incidents and document findings in the incident management system.”
Threat Assessment and Analytics-Support vulnerability assessment activities and assist in gathering basic security data.
Developer – L3
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 |
Competencies
Client CentricityPassion for ResultsExecution ExcellenceCollaborative WorkingLearning AgilityProblem Solving & Decision MakingEffective communication
Gen AI developer
Role Purpose
Experience – 15-20 yrs
Location – Bangalore , Hyderabad and Chennai
- Experienced Generative AI and Machine Learning specialist with a strong background in developing, training, and deploying machine learning models.
- A results-driven Data Scientist with extensive experience in data analysis.
- Adept at extracting actionable insights from complex datasets to drive informed decision-making.
- Proficient in various data science tools and techniques
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 |
ADMINISTRATOR L3
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.”
BUSINESS ANALYST L5
Role Purpose
The purpose of the role is to liaison and bridging the gap between customer and Wipro delivery team to comprehend and analyze customer requirements and articulating aptly to delivery teams thereby, ensuring right solutioning to the customer.
Do
1. Customer requirements gathering and engagement
- Interface and coordinate with client engagement partners to understand the RFP/ RFI requirements
- Detail out scope documents, functional & non-functional requirements, features etc ensuring all stated and unstated customer needs are captured
- Construct workflow charts and diagrams, studying system capabilities, writing specification after thorough research and analysis of customer requirements
- Engage and interact with internal team – project managers, pre-sales team, tech leads, architects to design and formulate accurate and timely response to RFP/RFIs
- Understand and communicate the financial and operational impact of any changes
- Periodic cadence with customers to seek clarifications and feedback wrt solution proposed for a particular RFP/ RFI and accordingly instructing delivery team to make changes in the design
- Empower the customers through demonstration and presentation of the proposed solution/ prototype
- Maintain relationships with customers to optimize business integration and lead generation
- Ensure ongoing reviews and feedback from customers to improve and deliver better value (services/ products) to the customers
2. Engage with delivery team to ensure right solution is proposed to the customer
a. Periodic cadence with delivery team to:
- Provide them with customer feedback/ inputs on the proposed solution
- Review the test cases to check 100% coverage of customer requirements
- Conduct root cause analysis to understand the proposed solution/ demo/ prototype before sharing it with the customer
- Deploy and facilitate new change requests to cater to customer needs and requirements
- Support QA team with periodic testing to ensure solutions meet the needs of businesses by giving timely inputs/feedback
- Conduct Integration Testing and User Acceptance demo’s testing to validate implemented solutions and ensure 100% success rate
- Use data modelling practices to analyze the findings and design, develop improvements and changes
- Ensure 100% utilization by studying systems capabilities and understanding business specifications
- Stitch the entire response/ solution proposed to the RFP/ RFI before its presented to the customer
b. Support Project Manager/ Delivery Team in delivering the solution to the customer
- Define and plan project milestones, phases and different elements involved in the project along with the principal consultant
- Drive and challenge the presumptions of delivery teams on how will they successfully execute their plans
- Ensure Customer Satisfaction through quality deliverable on time
3. Build domain expertise and contribute to knowledge repository
- Engage and interact with other BA’s to share expertise and increase domain knowledge across the vertical
- Write whitepapers/ research papers, point of views and share with the consulting community at large
- Identify and create used cases for a different project/ account that can be brought at Wipro level for business enhancements
- Conduct market research for content and development to provide latest inputs into the projects thereby ensuring customer delight
Deliver
| No. | Performance Parameter | Measure |
| 1. | Customer Engagement and Delivery Management | PCSAT, utilization % achievement, no. of leads generated from the business interaction, no. of errors/ gaps in documenting customer requirements, feedback from project manager, process flow diagrams (quality and timeliness), % of deal solutioning completed within timeline, velocity generated. |
| 2. | Knowledge Management | No. of whitepapers/ research papers written, no. of user stories created, % of proposal documentation completed and uploaded into knowledge repository, No of reusable components developed for proposal during quarter |
TRANSITION MANAGER L2
Role:
The purpose of the role is to ensure effective implementation of transition tasks for client/account as per the transition plan.
Do:
- Ensure effective transition as per project plan and timelines
- Implement transition plans and register new transitions – calendar and spreadsheet on the system
- Ensure transition tasks are in line with transition plans, as directed by the Transition Lead/Manager
- Ensure timely setup of relevant internal tools/products for the account to ensure proper program execution
- Confirm resource assignment for each transition and share details to finance to ensure correct setup of billing accounts
- Schedule required meetings as directed by the Transition Manager and document meeting minutes
- Conduct data extraction of hours spent per transition and tracking against planned budget
- Assist the transition lead in the assessment of technology transition proposals as and when required
- Support the transition lead to identify and characterize risks associated with the transition transfer project and determine steps needed to mitigate the risks
- Assist Transition lead with reviewing, identifying and assessing emerging requirements, technologies, capabilities, concepts, tactics, and teaming relationships in areas related to technology transition and transfer
- Interacting with various stakeholders and functional heads to articulate needs, identify, raise and drive closure of issues
- Prepare timely and accurate reports and dashboards as required by the stakeholders
- Develop and maintain dashboards, project progress and reporting in line with the standards of transition methodology and business needs
- Ensuring all reports & dashboards are prepared as per stakeholder requirements as per the desired frequency (weekly/ monthly/ quarterly)
- Track and follow up with relevant stakeholder for timely updation and data management of transition parameters
- Maintain appropriate records of transition efforts, both successful and unsuccessful, to support overall program evaluations and lessons learned efforts
- Coordinate, draft, compile and prepare staff material, presentations, letters, memorandums, reports, or other documents related to the transition
- Stakeholder management
- Coordinate transition application efforts with appropriate stakeholders, and others who have a critical interest in or decision authority over the proposed transition
- Provide timely assistance in case of an escalation and support resolution of escalations/ issues
| No. |
Performance Parameter |
Measure |
| 1. |
Customer Centricity |
CSAT (PCSAT & ACSAT top 2 Box) % / NPS Adherence to Program plan/charter specifically on services transition – Schedule, Quality, Efforts/Costs Adherence to all customer contractual commitments related to Services transitions Adherence to Services transition norms on all key performance metrics |
| 2. |
Presales & Delivery Excellence |
100% compliance in Integrated Transition Framework (ITF) in all Solution Proposal construct Demonstrate One Wipro by 100% usage of Integrated Transition framework Integrated transition (across all LOBs) planning and status reporting to Internal management and customer using Digi-Q Process Exceptions to be minimized by 100% compliance to the ITF |
TRANSITION MANAGER L2
Role:
The purpose of the role is to ensure effective implementation of transition tasks for client/account as per the transition plan.
Do:
- Ensure effective transition as per project plan and timelines
- Implement transition plans and register new transitions – calendar and spreadsheet on the system
- Ensure transition tasks are in line with transition plans, as directed by the Transition Lead/Manager
- Ensure timely setup of relevant internal tools/products for the account to ensure proper program execution
- Confirm resource assignment for each transition and share details to finance to ensure correct setup of billing accounts
- Schedule required meetings as directed by the Transition Manager and document meeting minutes
- Conduct data extraction of hours spent per transition and tracking against planned budget
- Assist the transition lead in the assessment of technology transition proposals as and when required
- Support the transition lead to identify and characterize risks associated with the transition transfer project and determine steps needed to mitigate the risks
- Assist Transition lead with reviewing, identifying and assessing emerging requirements, technologies, capabilities, concepts, tactics, and teaming relationships in areas related to technology transition and transfer
- Interacting with various stakeholders and functional heads to articulate needs, identify, raise and drive closure of issues
- Prepare timely and accurate reports and dashboards as required by the stakeholders
- Develop and maintain dashboards, project progress and reporting in line with the standards of transition methodology and business needs
- Ensuring all reports & dashboards are prepared as per stakeholder requirements as per the desired frequency (weekly/ monthly/ quarterly)
- Track and follow up with relevant stakeholder for timely updation and data management of transition parameters
- Maintain appropriate records of transition efforts, both successful and unsuccessful, to support overall program evaluations and lessons learned efforts
- Coordinate, draft, compile and prepare staff material, presentations, letters, memorandums, reports, or other documents related to the transition
- Stakeholder management
- Coordinate transition application efforts with appropriate stakeholders, and others who have a critical interest in or decision authority over the proposed transition
- Provide timely assistance in case of an escalation and support resolution of escalations/ issues
| No. |
Performance Parameter |
Measure |
| 1. |
Customer Centricity |
CSAT (PCSAT & ACSAT top 2 Box) % / NPS Adherence to Program plan/charter specifically on services transition – Schedule, Quality, Efforts/Costs Adherence to all customer contractual commitments related to Services transitions Adherence to Services transition norms on all key performance metrics |
| 2. |
Presales & Delivery Excellence |
100% compliance in Integrated Transition Framework (ITF) in all Solution Proposal construct Demonstrate One Wipro by 100% usage of Integrated Transition framework Integrated transition (across all LOBs) planning and status reporting to Internal management and customer using Digi-Q Process Exceptions to be minimized by 100% compliance to the ITF |
TECHNO FUNCTIONAL CONSULTANT L1
| Existing Wipro Role | Techno-Functional Consultant L1 |
| Potential Band Alignment | B3 |
| Role Purpose | The purpose of this role is to bridge client’s functional and technical requirements at the module level by assisting in outlining technical specifications, performing basic configuration, and troubleshooting initial system issues. |
| Areas of Responsibility | |
| Requirement Gathering | Understand the functional requirements and assist in translating these into technical specifications. |
| Configuration and Customisation | Assist in performing coding, configuration, and minor customisations as per defined design and development standards. |
| Technology Harmonisation | Support integration testing by validating interface behaviour and identifying basic issues. |
| Troubleshooting and optimisation | Support troubleshooting activities and help resolve basic technical issues related to performance or configuration of a specific module. |
| Documentation | Assist in preparing user documentation, configuration notes, and testing artefacts for a specific module. |