ADMINISTRATOR L2
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 |
LEAD ADMINISTRATOR L1
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 |
Cloud Funtional
Role Purpose
The purpose of this role is to provide solutions and bridge the gap between technology and business know-how to deliver any client solution
Do
1. Bridging the gap between project and support teams through techno-functional expertise
- For a new business implementation project, drive the end to end process from business requirement management to integration & configuration and production deployment
- Check the feasibility of the new change requirements and provide optimal solution to the client with clear timelines
- Provide techno-functional solution support for all the new business implementations while building the entire system from the scratch
- Support the solutioning team from architectural design, coding, testing and implementation
- Understand the functional design as well as technical design and architecture to be implemented on the ERP system
- Customize, extend, modify, localize or integrate to the existing product by virtue of coding, testing & production
- Implement the business processes, requirements and the underlying ERP technology to translate them into ERP solutions
- Write code as per the developmental standards to decide upon the implementation methodology
- Provide product support and maintenance to the clients for a specific ERP solution and resolve the day to day queries/ technical problems which may arise
- Create and deploy automation tools/ solutions to ensure process optimization and increase in efficiency
- Sink between technical and functional requirements of the project and provide solutioning/ advise to the client or internal teams accordingly
- Support on-site manager with the necessary details wrt any change and off-site support
2. Skill upgradation and competency building
- Clear wipro exams and internal certifications from time to time to upgrade the skills
- Attend trainings, seminars to sharpen the knowledge in functional/ technical domain
- Write papers, articles, case studies and publish them on the intranet
Deliver
| No. | Performance Parameter | Measure |
| 1. | Contribution to customer projects | Quality, SLA, ETA, no. of tickets resolved, problem solved, # of change requests implemented, zero customer escalation, CSAT |
| 2. | Automation | Process optimization, reduction in process/ steps, reduction in no. of tickets raised |
| 3. | Skill upgradation | # of trainings & certifications completed, # of papers, articles written in a quarter |
API test engineer
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
Technology->API Testing->Postman
Preferred Skills
- Postman
Educational Requirements
MCA,MSc,MTech,Bachelor of Engineering,BCA,BSc,BTech
ETL Test Engineer
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->Data Services Testing->Data Warehouse Testing,Technology->ETL & Data Quality->ETL – Others
Preferred Skills
- ETL – Others
- Data Warehouse Testing
Educational Requirements
MCA,MSc,MTech,Bachelor of Engineering,BCA,BSc,BTech
Automation Test Engineer
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
- •K•n•o•w•l•e•d•g•e• •o•f• •d•e•s•i•g•n• •p•r•i•n•c•i•p•l•e•s• •a•n•d• •f•u•n•d•a•m•e•n•t•a•l•s• •o•f• •a•r•c•h•i•t•e•c•t•u•r•e•
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- •
Technical and Professional Requirements
Technology->Automated Testing->Selenium-Java
Preferred Skills
- Selenium-Java
Educational Requirements
MCA,MSc,MTech,Bachelor of Engineering,BCA,BSc,BTech
Playwright test engineer
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
- •K•n•o•w•l•e•d•g•e• •o•f• •d•e•s•i•g•n• •p•r•i•n•c•i•p•l•e•s• •a•n•d• •f•u•n•d•a•m•e•n•t•a•l•s• •o•f• •a•r•c•h•i•t•e•c•t•u•r•e•
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- •
Technical and Professional Requirements
Technology->Automated Testing->Playwright Javascript,Technology->Automated Testing->Playwright Typescript
Preferred Skills
- Playwright Typescript
- Playwright Javascript
Educational Requirements
MCA,MSc,MTech,Bachelor of Engineering,BCA,BSc,BTech
java springboot production support
Responsibilities
A day in the life of an Infoscion
- As part of the Infosys delivery team, your primary role would be to interface with the client for quality assurance, issue resolution and ensuring high customer satisfaction.
- You will understand requirements, create and review designs, validate the architecture and ensure high levels of service offerings to clients in the technology domain.
- You will participate in project estimation, provide inputs for solution delivery, conduct technical risk planning, perform code reviews and unit test plan reviews.
- You will lead and guide your teams towards developing optimized high quality code deliverables, continual knowledge management and adherence to the organizational guidelines and processes.
- 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
- •K•n•o•w•l•e•d•g•e• •o•f• •m•o•r•e• •t•h•a•n• •o•n•e• •t•e•c•h•n•o•l•o•g•y•
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- • •
Technical and Professional Requirements
- Primary skills:Process->Maintenance and Production Support process->PLM Production Support process,Technology->Java->Springboot
Preferred Skills
- PLM Production Support process
- Springboot
Educational Requirements
MCA,MSc,MTech,Bachelor of Engineering,BCA,BSc,BTech
Mobile Testing Engineer
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
- •K•n•o•w•l•e•d•g•e• •o•f• •d•e•s•i•g•n• •p•r•i•n•c•i•p•l•e•s• •a•n•d• •f•u•n•d•a•m•e•n•t•a•l•s• •o•f• •a•r•c•h•i•t•e•c•t•u•r•e•
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- •L•o•g•i•c•a•l• •t•h•i•n•k•i•n•g• •a•n•d• •p•r•o•b•l•e•m• •s•o•l•v•i•n•g• •s•k•i•l•l•s• •a•l•o•n•g• •w•i•t•h• •a•n• •a•b•i•l•i•t•y• •t•o• •c•o•l•l•a•b•o•r•a•t•e•
- •
Technical and Professional Requirements
- Primary skills:Technology->Mobile Testing->Mobile Automation Testing,Technology->Mobile Testing->Mobile Testing – ALL
Preferred Skills
- Mobile Automation Testing
- Mobile Testing – ALL
Educational Requirements
MCA,MSc,MTech,Bachelor of Engineering,BCA,BSc,BTech
Python Test Engineer
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
- •K•n•o•w•l•e•d•g•e• •o•f• •d•e•s•i•g•n• •p•r•i•n•c•i•p•l•e•s• •a•n•d• •f•u•n•d•a•m•e•n•t•a•l•s• •o•f• •a•r•c•h•i•t•e•c•t•u•r•e•
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- •A•w•a•r•e•n•e•s•s• •o•f• •l•a•t•e•s•t• •t•e•c•h•n•o•l•o•g•i•e•s• •a•n•d• •t•r•e•n•d•s•
- •L•o•g•i•c•a•l• •t•h•i•n•k•i•n•g• •a•n•d• •p•r•o•b•l•e•m• •s•o•l•v•i•n•g• •s•k•i•l•l•s• •a•l•o•n•g• •w•i•t•h• •a•n• •a•b•i•l•i•t•y• •t•o• •c•o•l•l•a•b•o•r•a•t•e•
- •
Technical and Professional Requirements
- Technology->Automated Testing->Selenium-Python
Preferred Skills
- Selenium-Python
Educational Requirements
MCA,MSc,MTech,Bachelor of Engineering,BCA,BSc,BTech