Presales Solution Architect – Cloud & Infrastructure
Role Purpose
The purpose of the role is to create exceptional architectural solution design and thought leadership and enable delivery teams to provide exceptional client engagement and satisfaction.
Do
1.Develop architectural solutions for the new deals/ major change requests in existing deals
- Creates an enterprise-wide architecture that ensures systems are scalable, reliable, and manageable.
- Provide solutioning of RFP’s received from clients and ensure overall design assurance
- Develop a direction to manage the portfolio of to-be-solutions including systems, shared infrastructure services, applications in order to better match business outcome objectives
- Analyse technology environment, enterprise specifics, client requirements to set a collaboration solution design framework/ architecture
- Provide technical leadership to the design, development and implementation of custom solutions through thoughtful use of modern technology
- Define and understand current state solutions and identify improvements, options & tradeoffs to define target state solutions
- Clearly articulate, document and sell architectural targets, recommendations and reusable patterns and accordingly propose investment roadmaps
- Evaluate and recommend solutions to integrate with overall technology ecosystem
- Works closely with various IT groups to transition tasks, ensure performance and manage issues through to resolution
- Perform detailed documentation (App view, multiple sections & views) of the architectural design and solution mentioning all the artefacts in detail
- Validate the solution/ prototype from technology, cost structure and customer differentiation point of view
- Identify problem areas and perform root cause analysis of architectural design and solutions and provide relevant solutions to the problem
- Collaborating with sales, program/project, consulting teams to reconcile solutions to architecture
- Tracks industry and application trends and relates these to planning current and future IT needs
- Provides technical and strategic input during the project planning phase in the form of technical architectural designs and recommendation
- Collaborates with all relevant parties in order to review the objectives and constraints of solutions and determine conformance with the Enterprise Architecture
- Identifies implementation risks and potential impacts
2.Enable Delivery Teams by providing optimal delivery solutions/ frameworks
- Build and maintain relationships with executives, technical leaders, product owners, peer architects and other stakeholders to become a trusted advisor
- Develops and establishes relevant technical, business process and overall support metrics (KPI/SLA) to drive results
- Manages multiple projects and accurately reports the status of all major assignments while adhering to all project management standards
- Identify technical, process, structural risks and prepare a risk mitigation plan for all the projects
- Ensure quality assurance of all the architecture or design decisions and provides technical mitigation support to the delivery teams
- Recommend tools for reuse, automation for improved productivity and reduced cycle times
- Leads the development and maintenance of enterprise framework and related artefacts
- Develops trust and builds effective working relationships through respectful, collaborative engagement across individual product teams
- Ensures architecture principles and standards are consistently applied to all the projects
- Ensure optimal Client Engagement
- Support pre-sales team while presenting the entire solution design and its principles to the client
- Negotiate, manage and coordinate with the client teams to ensure all requirements are met and create an impact of solution proposed
- Demonstrate thought leadership with strong technical capability in front of the client to win the confidence and act as a trusted advisor
3.Competency Building and Branding
- Ensure completion of necessary trainings and certifications
- Develop Proof of Concepts (POCs),case studies, demos etc. for new growth areas based on market and customer research
- Develop and present a point of view of Wipro on solution design and architect by writing white papers, blogs etc.
- Attain market referencability and recognition through highest analyst rankings, client testimonials and partner credits
- Be the voice of Wipro’s Thought Leadership by speaking in forums (internal and external)
- Mentor developers, designers and Junior architects in the project for their further career development and enhancement
- Contribute to the architecture practice by conducting selection interviews etc
4.Team Management
-
Resourcing
- Anticipating new talent requirements as per the market/ industry trends or client requirements
- 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
Presales Solution Architect – Cloud & Infrastructure
Role Purpose
The purpose of the role is to create exceptional architectural solution design and thought leadership and enable delivery teams to provide exceptional client engagement and satisfaction.
Do
-
Develop architectural solutions for the new deals/ major change requests in existing deals
- Creates an enterprise-wide architecture that ensures systems are scalable, reliable, and manageable.
- Provide solutioning of RFP’s received from clients and ensure overall design assurance
- Develop a direction to manage the portfolio of to-be-solutions including systems, shared infrastructure services, applications in order to better match business outcome objectives
- Analyse technology environment, enterprise specifics, client requirements to set a collaboration solution design framework/ architecture
- Provide technical leadership to the design, development and implementation of custom solutions through thoughtful use of modern technology
- Define and understand current state solutions and identify improvements, options & tradeoffs to define target state solutions
- Clearly articulate, document and sell architectural targets, recommendations and reusable patterns and accordingly propose investment roadmaps
- Evaluate and recommend solutions to integrate with overall technology ecosystem
- Works closely with various IT groups to transition tasks, ensure performance and manage issues through to resolution
- Perform detailed documentation (App view, multiple sections & views) of the architectural design and solution mentioning all the artefacts in detail
- Validate the solution/ prototype from technology, cost structure and customer differentiation point of view
- Identify problem areas and perform root cause analysis of architectural design and solutions and provide relevant solutions to the problem
- Collaborating with sales, program/project, consulting teams to reconcile solutions to architecture
- Tracks industry and application trends and relates these to planning current and future IT needs
-
- Provides technical and strategic input during the project planning phase in the form of technical architectural designs and recommendation
- Collaborates with all relevant parties in order to review the objectives and constraints of solutions and determine conformance with the Enterprise Architecture
- Identifies implementation risks and potential impacts
- Enable Delivery Teams by providing optimal delivery solutions/ frameworks
- Build and maintain relationships with executives, technical leaders, product owners, peer architects and other stakeholders to become a trusted advisor
- Develops and establishes relevant technical, business process and overall support metrics (KPI/SLA) to drive results
- Manages multiple projects and accurately reports the status of all major assignments while adhering to all project management standards
- Identify technical, process, structural risks and prepare a risk mitigation plan for all the projects
- Ensure quality assurance of all the architecture or design decisions and provides technical mitigation support to the delivery teams
- Recommend tools for reuse, automation for improved productivity and reduced cycle times
- Leads the development and maintenance of enterprise framework and related artefacts
- Develops trust and builds effective working relationships through respectful, collaborative engagement across individual product teams
- Ensures architecture principles and standards are consistently applied to all the projects
- Ensure optimal Client Engagement
- Support pre-sales team while presenting the entire solution design and its principles to the client
- Negotiate, manage and coordinate with the client teams to ensure all requirements are met and create an impact of solution proposed
- Demonstrate thought leadership with strong technical capability in front of the client to win the confidence and act as a trusted advisor
-
Competency Building and Branding
- Ensure completion of necessary trainings and certifications
- Develop Proof of Concepts (POCs),case studies, demos etc. for new growth areas based on market and customer research
- Develop and present a point of view of Wipro on solution design and architect by writing white papers, blogs etc.
- Attain market referencability and recognition through highest analyst rankings, client testimonials and partner credits
- Be the voice of Wipro’s Thought Leadership by speaking in forums (internal and external)
- Mentor developers, designers and Junior architects in the project for their further career development and enhancement
- Contribute to the architecture practice by conducting selection interviews etc
-
Team Management
-
Resourcing
- Anticipating new talent requirements as per the market/ industry trends or client requirements
- 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
-
Team Manager
WFO Only
JOB DESCRIPTION:
Responsibilities:
• Hands on experience with asset servicing, processing principal activities like Drawdown, Paydown, Interest in Geneva
• Reconcile cash and positions across all funds on daily basis using DUCO platform
• Reviewing upcoming activities exceptions from Geneva – WSO accelerator, contract modifications as per the agent notices.
• Work across multiple groups to troubleshoot technical and accounting problems
• Ensure all the activities are processed and updated in Geneva. Reach out to Agents / Trustee / Internal team for resolving exceptions on daily basis.
• Escalation of unresolved cash and position breaks to Manager and onshore team
• Create SOP and participate in training program
• Liaise with global teams and support ongoing projects, system integration, perform UAT, as needed
Desired Candidate Profile:
• Knowledge of Syndicated Bankloan/ Private Credit / CLO’s
• Processing experience of using Geneva as a software tool for Syndicated Bankdebt Module
• Reconciliation experience of Cash and Position using DUCO or any other Recon platform
• Hands on experience of processing activities manually in Geneva related to Credit Facilities in Geneva
• Awareness of Agents Banks, Trustee’s and Custodian role in supporting Private Credit
• Strong Microsoft Office skills (MS Excel, MS PowerPoint and MS Word) with high proficiency in Microsoft Excel
• Highly motivated and the ability to effectively work as an individual contributor and possess strong analytical, problem solving, critical thinking and decision-making skills, multitask and deliver under tight deadlines
• The profile involves effective communication across Clients’ facilities globally and hence possessing excellent interpersonal and communication skills in verbal and written English is a must
• A demonstrated ability to write effectively and summarize large amounts of information succinctly and quickly
• A desire to work in an international team environment, often under pressure and with multiple stakeholder
TECHNICAL LEAD L1
Role Purpose
The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.
Do
- Oversee and support process by reviewing daily transactions on performance parameters
- Review performance dashboard and the scores for the team
- Support the team in improving performance parameters by providing technical support and process guidance
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Ensure standard processes and procedures are followed to resolve all client queries
- Resolve client queries as per the SLA’s defined in the contract
- Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by monitoring compliance with service agreements
- Handle technical escalations through effective diagnosis and troubleshooting of client queries
- Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
- If unable to resolve the issues, timely escalate the issues to TA & SES
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s
- Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Mentor and guide Production Specialists on improving technical knowledge
- Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
- Develop and conduct trainings (Triages) within products for production specialist as per target
- Inform client about the triages being conducted
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Identify and document most common problems and recommend appropriate resolutions to the team
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Deliver
| No | Performance Parameter | Measure |
| 1 | Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT |
| 2 | Team Management | Productivity, efficiency, absenteeism |
| 3 | Capability development | Triages completed, Technical Test performance |
Analyst
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Responsibilities:
- Deal Management: Collaborate closely with ABF Deal Analysts to assist in investment management and monitoring activities for structured finance deals.
- IC Memos: Support the deal team in updating Investment Committee approval memos, ensuring a comprehensive understanding of each deal’s intricacies.
- Term sheets: Analyze closing documents such as credit agreements, indentures and note purchase agreements and set up processes for analyzing and monitoring the deal post-closing.
- Due Diligence: Perform pre-deal due diligence and stratify the collateral pool using Python to assess risk and investment potential.
- Surveillance and Reporting: Update surveillance data and create one-pagers for presentations to senior management for both Public and Private deals.
- Cashflow Modeling: Develop and update cashflow models for structured finance deals. Monitor key metrics to assess risk and expected returns. Conduct stress case scenarios and analyze their impact on repayments.
- Collateral Analysis: Create and update asset-level one-pagers for collateral analysis, assisting in underwriting and post-deal monitoring.
- Asset Valuation: Track and review revaluation events for underlying assets, ensuring accurate pricing of collateral.
- Sector-Level Analysis: Update monthly sector-level presentations and pro-actively highlight potential issues to senior management.
- Covenant Monitoring: Continuously monitor covenants and key performance indicators (KPIs) at the deal level, thereby assist the Business Analytics team to run portfolio-level analysis.
- Ad Hoc Projects: Undertake multiple ad hoc projects as requested by senior management to assess the impact of macro events.
- Client request/ Compliances: Ensure compliance with investor requirements from an investment management perspective.
- Data and Tools: Leverage advanced tools such as Intex and Python for in-depth analysis. Utilize Tableau, Street Diligence and Sigma for enhanced data visualization.
Skills Required:
- MBA in Finance, CFA, or CA qualification.
- Experience in analyzing Asset Backed Finance deal structures and collateral is a plus.
- Strong analytical and quantitative skills.
- Proficiency in Microsoft Office tools (MS Excel, MS PowerPoint, and MS Word).
- Ability to summarize complex information succinctly and efficiently.
- Excellent written and verbal communication skills.
- Ability to manage multiple projects in a fast-paced environment.
- Detail-oriented with a commitment to accuracy and precision.
- Ability to work independently and collaboratively while demonstrating high sense of ownership and accountability.
- Thorough understanding of basic financial concepts and the ability to critically implement them.
Deliver
| No | Performance Parameter | Measure |
| 1 | Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback |
| 2 | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |
Windows 11 Desktop Support – L2
Windows 11 Engineer Job Description:
- Windows Upgrades Management: Experience in handling both major and minor Windows upgrades.
- Coordination: Ability to coordinate and manage the entire update process efficiently.
- Troubleshooting: Troubleshoot and resolve issues that arise during the update process.
- Issue Identification and Resolution: Identify problems promptly and provide effective solutions.
- Windows Platform Expertise: Strong command of the Windows platform. assist users with technical issues related to Windows 11.
- System Administrator or IT Administrator is responsible for managing and maintaining the Windows 11 operating system in an organization. Their main role is to ensure that the Windows 11 environment is properly configured, secured, and meets the needs of its users.
- assist users with technical issues related to Windows 11. This may involve troubleshooting hardware and software problems, answering user queries, and providing instructions for using Windows 11 features and applications.
- responsible for setting up new Windows 11 systems, ensuring that the appropriate hardware and software requirements are met, and configuring the operating system according to the organization’s standards and policies.
- monitor system performance and troubleshoot any issues that may arise. ensure that the operating system and related applications are running smoothly, and take proactive measures to optimize system performance and resource utilization
- responsible for implementing and maintaining security measures to protect the Windows 11 environment from external threats, such as malware, viruses, and unauthorized access. This may involve installing security patches and updates, configuring firewalls, and monitoring network traffic.
- Windows 11 Admins maintain detailed documentation of the system configuration, procedures, and troubleshooting steps. This documentation helps in standardizing processes and providing reference material for future troubleshooting and system upgrades
- SCCM and Intune Knowledge: Basic to advanced knowledge of SCCM (System Center Configuration Manager) and Intune.
- Hardware and Driver Technology: Good understanding of hardware and driver technology.
- Scripting knowledge: PowerShell and batch scripting would be added benefit.
Network Solution Architect 1
Role Purpose
The purpose of the role is to create exceptional architectural solution design and thought leadership and enable delivery teams to provide exceptional client engagement and satisfaction.
Do
1.Develop architectural solutions for the new deals/ major change requests in existing deals
- Creates an enterprise-wide architecture that ensures systems are scalable, reliable, and manageable.
- Provide solutioning of RFPs received from clients and ensure overall design assurance
- Develop a direction to manage the portfolio of to-be-solutions including systems, shared infrastructure services, applications in order to better match business outcome objectives
- Analyse technology environment, enterprise specifics, client requirements to set a collaboration solution design framework/ architecture
- Provide technical leadership to the design, development and implementation of custom solutions through thoughtful use of modern technology
- Define and understand current state solutions and identify improvements, options & tradeoffs to define target state solutions
- Clearly articulate, document and sell architectural targets, recommendations and reusable patterns and accordingly propose investment roadmaps
- Evaluate and recommend solutions to integrate with overall technology ecosystem
- Works closely with various IT groups to transition tasks, ensure performance and manage issues through to resolution
- Perform detailed documentation (high level design, multiple sections & views) of the architectural design and solution mentioning all the artefacts in detail
- Validate the solution/ prototype from technology, cost structure and customer differentiation point of view
- Identify problem areas and perform root cause analysis of architectural design and solutions and provide relevant solutions to the problem
- Collaborating with sales, program/project, consulting teams to reconcile solutions to architecture
- Tracks industry and application trends and relates these to planning current and future IT needs
- Provides technical and strategic input during the project planning phase in the form of technical architectural designs and recommendation
- Collaborates with all relevant parties in order to review the objectives and constraints of solutions and determine conformance with the Enterprise Architecture
- Identifies implementation risks and potential impacts
2.Enable Delivery Teams by providing optimal delivery solutions/ frameworks
- Build and maintain relationships with executives, technical leaders, product owners, peer architects and other stakeholders to become a trusted advisor
- Develops and establishes relevant technical, business process and overall support metrics (KPI/SLA) to drive results
- Manages multiple projects and accurately reports the status of all major assignments while adhering to all project management standards
- Identify technical, process, structural risks and prepare a risk mitigation plan for all the projects
- Ensure quality assurance of all the architecture or design decisions and provides technical mitigation support to the delivery teams
- Recommend tools for reuse, automation for improved productivity and reduced cycle times
- Leads the development and maintenance of enterprise framework and related artefacts
- Develops trust and builds effective working relationships through respectful, collaborative engagement across individual product teams
- Ensures architecture principles and standards are consistently applied to all the projects
- Ensure optimal Client Engagement
- Support pre-sales team while presenting the entire solution design and its principles to the client
- Negotiate, manage and coordinate with the client teams to ensure all requirements are met and create an impact of solution proposed
- Demonstrate thought leadership with strong technical capability in front of the client to win the confidence and act as a trusted advisor
3.Competency Building and Branding
- Ensure completion of necessary trainings and certifications
- Develop Proof of Concepts (POCs),case studies, demos etc. for new growth areas based on market and customer research
- Develop and present a point of view of Wipro on solution design and architect by writing white papers, blogs etc.
- Attain market referencability and recognition through highest analyst rankings, client testimonials and partner credits
- Be the voice of Wipro Thought Leadership by speaking in forums (internal and external)
- Mentor developers, designers and Junior architects in the project for their further career development and enhancement
- Contribute to the architecture practice by conducting selection interviews etc
4.Team Management
-
Resourcing
- Anticipating new talent requirements as per the market/ industry trends or client requirements
- 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
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 |
TEST ENGINEER L3
Role Purpose
The purpose of this role is to prepare test cases and perform testing of the product/ platform/ solution to be deployed at a client end and ensure its meet 100% quality assurance parameters.
Do
-
Instrumental in understanding the test requirements and test case design of the product
- Authoring test planning with appropriate knowledge on business requirements and corresponding testable requirements
- Implementation of Wipro’s way of testing using Model based testing and achieving efficient way of test generation
- Ensuring the test cases are peer reviewed and achieving less rework
- Work with development team to identify and capture test cases, ensure version
- Setting the criteria, parameters, scope/out-scope of testing and involve in UAT (User Acceptance Testing)
- Automate the test life cycle process at the appropriate stages through vb macros, scheduling, GUI automation etc
-
To design and execute the automation framework and reporting
- Develop and automate tests for software validation by setting up of test environments, designing test plans, developing test cases/scenarios/usage cases, and executing these cases
- Ensure the test defects raised are as per the norm defined for project / program / account with clear description and replication patterns
- Detect bug issues and prepare file defect reports and report test progress
- No instances of rejection / slippage of delivered work items and they are within the Wipro / Customer SLA’s and norms
- Design and timely release of test status dashboard at the end of every cycle test execution to the stake holders
- Providing feedback on usability and serviceability, trace the result to quality risk and report it to concerned stakeholders
-
Status Reporting and Customer Focus on an ongoing basis with respect to testing and its execution
- Ensure good quality of interaction with customer w.r.t. e-mail content, fault report tracking, voice calls, business etiquette etc
- On time deliveries – WSRs, Test execution report and relevant dashboard updates in Test management repository
- Updates of accurate efforts in eCube, TMS and other project related trackers
- Timely Response to customer requests and no instances of complaints either internally or externally
| No | Performance Parameter | Measure |
| 1 | Understanding the test requirements and test case design of the product | Ensure error free testing solutions, minimum process exceptions, 100% SLA compliance, # of automation done using VB, macros |
| 2 | Execute test cases and reporting | Testing efficiency & quality, On-Time Delivery, Troubleshoot queries within TAT, CSAT score |
SERVICE DESK ANALYST L1(CONTRACT)
Role Purpose
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
1. Be responsible for primary user support and customer service
a. Respond to queries from all calls, portal, emails, chats from the client
b. Become familiar with each client and their respective applications/ processes
c. Learn fundamental operations of commonly-used software, hardware and other equipment
d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
2. Regular MIS & resolution log management on queries raised
a. Record events and problems and their resolution in logs
b. Follow-up and update customer status and information
c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
d. Identify and suggest improvements on processes, procedures etc
Deliver
| No | Performance Parameter | Measure |
| 1 | Service Desk Delivery |
|
| 2 | Personal |
|