SERVICE DESK ANALYST L2
Role:
The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives
Do:
- Be responsible for primary user support and customer service
- Respond to queries from all calls, portal, emails, chats from the client
- Become familiar with each client and their respective applications/ processes
- Learn fundamental operations of commonly-used software, hardware and other equipment
- Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
- Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
- Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
- Regular MIS & resolution log management on queries raised
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
- Identify and suggest improvements on processes, procedures etc.
| No. |
Performance Parameter |
Measure |
| 1. |
Service Desk Delivery |
Adherence to TAT, SLA as per SoW Minimal Escalation Customer Experience |
| 2. |
Personal |
Attendance Documentation etc. |
ADMINISTRATOR L1
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 |
Configurator – L4
Role:
The purpose of this role is to be responsible for configurating and maintaining the software and other technological aspects of the project being run for the Wipro client
DO :
– Provide assistance in configuration of applications based on client requirements
– Collate configuration requirements from the functions/ BUs/ SLs and obtain approval from business owners
– Plan and execute assigned configuration tasks within deadlines
– Provide system configuration support based on changing business needs
– Assist in system analysis, design, development, and testing activities
– Provide support in developing, implementing and testing patch releases and system upgrades
– Maintenance of the configuration archive and its upkeep
– 100% compliance to configuration standards and procedures
– Make changes to existing configuration processes as per the client requirements and maintain proper documentation/ log
– Analyze and resolve configuration issues in a timely manner
– MIS Management, Reporting & Backend Support
– Preparation of Daily, Monthly status report on certain configuration parameters as required by the client & stakeholders
– Documentation & reporting as per the client need on configuration standards
– Issue resolution in minimum time possible with respect to any modification or change requested by the client
Deliver
1.
Continuous Integration, Deployment
100% error free on boarding & implementation, throughput %, Adherence to the schedule
2.
Quality & CSAT
On-Time Delivery, Troubleshoot queries
Customer experience, completion of assigned certifications for skill upgradation
Senior Group Leader
Position: Senior Group Leader
Wipro Band: B3
Voice/ Non-Voice: Non-Voice
Shift: 24*7 (Flexible working, might require working on weekends)
Qualification: Graduate in any stream
Certifications
Lean, Green Belt, Six Sigma certified candidates will be preferred
Principal Responsibilities:
-
Handle team of supervisors (B1 & B2) who have 15 to 20 team members from general administration point of view
- Responsible for driving overall process performance on assigned KPIs and manage SLAs.
- Taking up projects for continuous process excellence and improvement. Meeting and exceeding process performance expectations
- People Management and Development
- Attending internal and external calls for strong team calibration on common goals
- Joining management in new hire process which includes driving internal referrals, taking interviews also
- Conduct R&R, Fun activities and arrange for team engagement initiatives
- Play the SPOC role to coordinate with all support functions on any requirements
- Client interactions, response to emails & RCAs, Review presentations
- Staffing & Scheduling in coordination with OPS / WFM / MIS
Critical Skills Required
- Should have managed a team of 15-25 members for a minimum of 18 months. Candidate with experience in managing bigger team for more duration will get preferred.
- Candidates with experience in managing quality team will be preferred. Candidate should have proven track of process quality and other KPI management
-
Need basic knowledge of P&L, CSAT, Manpower Planning & Scheduling
- Should be a people’s person and be approachable for any issues right from frontline to all supervisors in the process
- Strong Analytical ability along with a drive on operational efficiencies
- Must have strong communication skills in English (Written and Verbal)
Languages: English (Read/Write/Speak)
Nationality: Indian
Job Location: Hyderabad, Work from office
ADMINISTRATOR L3(CONTRACT)
Key Responsibilities
- Design, develop, and customize ServiceNow applications and modules
- Configure and maintain workflows, business rules, UI policies, client scripts, and server-side scripts
- Develop and customize ServiceNow forms, lists, and user interfaces
- Implement integrations using REST, SOAP, and MID Server
- Perform ServiceNow platform upgrades, patches, and enhancements
- Troubleshoot and resolve issues related to performance, security, and functionality
- Collaborate with business analysts, administrators, and end users to gather requirements
- Ensure adherence to ServiceNow best practices and coding standards
- Create technical documentation and provide knowledge transfer
- Support testing, deployment, and post-production support activities
Required Skills & Qualifications
- Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience)
- Strong experience developing on the ServiceNow platform
- Proficiency in JavaScript, Glide API, HTML, and CSS
- Experience with ServiceNow modules such as:
- ITSM (Incident, Problem, Change)
- ITOM, Integrations (preferred but not mandatory)
- Hands-on experience with ServiceNow scripting (Client Scripts, Business Rules, Script Includes)
- Knowledge of ServiceNow integration methods (REST, SOAP)
- Understanding of Agile/Scrum development methodologies
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- Experience with ServiceNow Flow Designer and Integration Hub
- Familiarity with performance analytics and reporting
Soft Skills
- Strong problem-solving and analytical skills
- Excellent communication and collaboration abilities
- Ability to manage multiple tasks and meet deadlines
- Attention to detail and commitment to quality
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 |
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.
SAP Master Data Governance – MDG
JD –
- Knowledge in MDG Business Partner – Customer and Supplier data model
- Data Model Enhancements: Enhanced Data model with custom attributes and custom entity
- Process Modelling: Create custom change request types, BRF+ rule-based workflow, Parallel/Dynamic routing based using BadI.
- Enhancing UI with Custom entity and custom attributes.
- Derivations and Validations using rule service BADI..
- MDG CR integration with other Non SAP and third party applications.
- Part of regional roll-out discussions, as a part of roll-out, adjusted workflows to be directed to regional approvers.
- Data Replication Framework.
- Develop and consume APIs (REST, OData) for MDG integrations.
- OData Service Development (SEGW, CDS-based OData)
- ODATA services – CRUD Operations, deep insert, associations, navigation.
- Object Oriented Programming Language (OOABAP).
- ABAP/4 Programming with Data Dictionary Objects, Interactive & Classical Reports, ALV Reports, BADI, BAPIs, Enhancement.
Designated Investigator – Ombuds
Job Description
Role: Designated Investigator – Ombuds
Location: Anywhere in India
Band: C2
About the role:
We are looking to onboard a Designated Investigator for our Ombuds Team.
Roles & Responsibilities
1. Conduct internal enquiry based on complaints received
2. Engage all relevant stakeholder basis merit of concern and investigation scope
3. Acknowledge and hear all issues and concerns without prejudice and bias
4. Recommend remedial/mitigating actions in line with Disciplinary Handbook
5. Conclude concerns within a stipulated timeframe
6. Recommend process improvements or policy changes.
Desired Qualifications
1. Full time Postgraduate from a premier institute, preferably a chartered accountant.
2. Excellent business partnering skills, ability to persuade and influence business leaders.
3. Strong analytical skills with attention to detail and follow-through.
4. Excellent Communication & Relationship Building skills.
5. Ability to deal with ambiguity and high pace of working.
6. Proficient at anticipating challenges and recommending solutions
7. High customer orientation including prompt response to emails/queries.
8. Interpersonal sensitivity, team player.
9. Non-judgmental in making decisions with focus on fact finding.
Organizational Change Management (OCM) Leader (PLM Transformations)
Responsibilities
Lead Organizational Change Management (OCM) for PLM transformation programs.
Develop and execute change strategies aligned with business objectives.
Partner with business leaders and stakeholders to drive transformation success.
Support process, culture, and operating model changes.
Conduct stakeholder analysis, change impact assessments, and readiness evaluations.
Drive communication, leadership engagement, and adoption initiatives.
Develop training and capability-building programs.
Manage business transition and deployment readiness activities.
Build relationships with executives, business teams, and IT stakeholders.
Establish change champion networks and promote user adoption.
Integrate change management with overall program delivery.
Align business, technology, and transformation workstreams.
Technical and Professional Requirements
12+ years of experience in Organizational Change Management, Business Transformation, or Consulting.
Hands-on experience leading OCM initiatives for PLM transformation programs.
Good understanding of PLM platforms such as Teamcenter, Windchill, ENOVIA, or SAP PLM.
Expertise in stakeholder management, change impact assessment, and business readiness.
Experience in change governance, communications, training, and adoption management.
Strong knowledge of organizational design and operating model transformation.
Domain experience in Engineering, Manufacturing, Automotive, Aerospace, Consumer Products, or Industrial sectors.
Strong stakeholder management, facilitation, and presentation skills.
Ability to lead complex, large-scale transformation programs.
Preferred Skills
- IOT-ALL
- Change Management
- Business Transformation
Educational Requirements
Bachelor Of Computer Science,Bachelor Of Science,Bachelor of Engineering,Bachelor Of Technology
NICE Cxone Developer
Responsibilities
A day in the life of an Infoscion
- As part of the Infosys delivery team, your primary role would be to ensure effective Design, Development, Validation and Support activities, to assure that our clients are satisfied with the high levels of service in the technology domain.
- You will gather the requirements and specifications to understand the client requirements in a detailed manner and translate the same into system requirements.
- You will play a key role in the overall estimation of work requirements to provide the right information on project estimations to Technology Leads and Project Managers.
- You would be a key contributor to building efficient programs/ systems and if you think you fit right in to help our clients navigate their next in their digital transformation journey, this is the place for you!
If you think you fit right in to help our clients navigate their next in their digital transformation journey, this is the place for you!
Additional Responsibilities
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Technical and Professional Requirements
- Primary skills:Technology->Infrastructure-Contact Center->ContactCenter model,Technology->Infrastructure-Contact Center->IVR Concepts
Preferred Skills
- IVR Concepts
- ContactCenter model
Educational Requirements
MCA,MSc,MTech,Bachelor of Engineering,BCA,BSc,BTech