ADMINISTRATOR L3(CONTRACT)
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 |
HP Data Protector Backup
• Lead a team of Backup & Recovery Administrators and manage 24×7 production support
Handle escalated incidents, critical tickets, and perform root cause analysis
Anticipate risks, manage major changes, and plan capacity.Design, migrate, and upgrade backup infrastructure
Implement media retention, backup policies, and disaster recovery plans
Backup reporting, patching, and backup tool migration
Candidate Requirements:Level-3 SME in Backup & Recovery with expertise in Veritas Netbackup
L2 experience in Commvault Netbackup
Strong understanding of data duplication, replication, and backup recovery solutions
Experience in media management, vendor coordination, scripting, and automation
Hands-on with backup infrastructure tuning, BMR, replication, and VMware environments.
Senior Java developer
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 |
TECHNO FUNCTIONAL CONSULTANT L2
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 |
Change Manager – L2
Role Purpose
The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.
Do
-
Ensure process is executed as per the client contract
- Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes
- Prepare notes from the huddle meetings and share it with the team
- Prepare and share the performance data of the team with the client at the end of the shift
- Interact with the client and prepare note to share updates and changes with the team
- Review the performance on the key process metrices and conduct RCA to improve quality parameters
- Prepare presentation on weekly and monthly performance data for the manager to be shared with the client
- Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
- Be part of the discussion between manager and WFM team on forecast and number of agents required
- Organize fun hours on Friday for the team to promote team engagement
- Identify opportunities for automation within the account and share it with the manager
- Provide details and data to the automation team to support the automation initiative
-
Drive performance of the team on the identified metrices of the process
- Review last 6-8 weeks performance data (RAG) and identify low performers
- Provide feedback and coach the outliers/ low performers to improve their performance metrices
- Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
- Handhold the employees on performance on process and monitor for improvements
- Identify training needs for new joiners especially and track their daily progress
- Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end
-
Stakeholder Interaction & Management
- Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
- Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
- Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account
- Work with quality team to ensure the quality improvements as per the delivery standards of the contract
- Provide timely assistance in case of an escalation and support resolution of escalations/ issues
-
Effective Team Management
-
Resourcing
- 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
Senior 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.
Do
-
Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLA’s defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- 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 complying with service agreements
-
Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- 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 /SLAs
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Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- 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 |
| 2 | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |
CTO – Lead of AI/ML Engineer
Job Title: AI Scientist
Wipro Innoivation networks is the innovation arm of Wipro focused on building cutting edge products, platforms and solutions. We would like to harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics, and emerging technologies like Blockchain, AR/VR and Software Defined Vehicles to help our clients and customers adapt to the digital world and become more successful.
Wipro Innoivation networks is a visionary space developing ground-breaking solutions to foster and accelerate ideation throughout Wipro.
At Wipro Innoivation networks, teams of engineers, research analysts, and scientists come together to infuse creative ways of incubating solutions for customers that will transform the future. It is a space filled with ambition at the vanguard of far-reaching research across cutting-edge technologies.
Position Overview:
We are seeking a talented and experienced Core AI Algorithm Developer to join our Wipro Innoivation networks AI Platform Team, Wipro. We are looking for candidates with 4 to 10 years of hands-on experience in developing cutting-edge AI algorithms, such as in Generative AI, LLM, Deep Learning, Unsupervised AI, etc. along with expertise in Python, TensorFlow, PyTorch, PySpark, distributed computing, Statistics, and cloud technologies. Candidate should have strong foundation in AI and good coding skills.
Key Responsibilities:
- Develop and implement state-of-the-art AI , SLM and Agentic Solutions and algorithms and models to solve complex problems in diverse domains.
- Must have deployed solutions in a production environment using Deep Learning + NLP and/or Computer Vision + Deep Learning.
- Must have developed an advanced Agentic AI solution leveraging LLMs/SLMs for a customer.
- If not customer-facing, should have a GitHub repository demonstrating deployment of such solutions.
- Strong communication skills with the ability to articulate technical concepts clearly.
- Advanced coding proficiency across relevant AI/ML frameworks and languages: Python with Numpy, Padnas, Langchain, Pytorch Good to Have C++
- Collaborate with cross-functional teams to understand business requirements and translate them into scalable AI production-grade solutions.
- Work with large datasets to extract insights, optimize algorithms, and enhance model performance.
- Contribute to the creation of intellectual property (IP) through patents, research papers, and innovative solutions.
- Stay abreast of the latest advancements in AI research and technologies and apply them to enhance our AI offerings.
- Collaborate with cross-functional teams to understand business requirements, gather feedback, and iterate on AI solutions.
- Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.
| No. | Performance Parameter | Measure |
| 1. | Product design, engineering and implementation | CSAT, quality of design/ architecture, FTR, delivery as per cost, quality and timeline, POC review and standards |
| 2. | Capability development | % trainings and certifications completed, mentor technical teams, Thought leadership content developed (white papers, Wipro PoVs) |
Qualifications:
- 6 to 10 years of proven experience in developing cutting-edge AI algorithms and solutions.
- Strong proficiency in Python programming and familiarity with TensorFlow, PyTorch, PySpark, etc.
- Experience with developing solutions on cloud platforms (e.g., Azure, AWS, GCP).
- Demonstrated ability to work with large datasets and optimize algorithms for scalability and efficiency.
- Excellent problem-solving skills and a strong understanding of AI concepts and techniques.
- Proven track record of delivering high-quality, innovative solutions and contributing to IP creation (e.g., patents, research papers).
- Strong communication and collaboration skills, with the ability to work effectively in a team environment.
SDA Team Member L1
Role Purpose
The purpose of the role is to ensure high levels of customer service as per the contract and defined process and standards of the organization.
Do
– Ensure high levels of customer service through contract compliance and issue resolution
– Ensure SLAs are met and exceeded in the account
– Conduct day to day analysis of delivery of services in the account and monitor daily standard service requests
– Ensure the company policies and procedures required to deliver high quality services to clients are applied and followed
– Identify potential SLA misses and escalate them according to the defined procedure
– Work closely with the delivery teams to identify the gaps and improve the process efficiency
– Assist in planning and resolution of service incident problems by implementing corrective action plans as discussed
– Collate data for the account with regards to the planning, design and improvement of services, including the investigation of all breaches of service level targets
– Make recommendations to the Service Delivery Manager of translating repeated non-standard requests into a potential new service offering
– Maintain close working relationships with relevant stakeholders to ensure all service-related issues are identified and reported on
– Support the implementation of changes to the service agreement, including updating entries and communicating major changes to relevant stakeholders
– Responsible for the SLA, Productivity, & Utilization metrics for the assigned account
– Prepare timely and accurate MIS reports and dashboards as required by the stakeholders
– Ensuring all reports & dashboards are prepared as per stakeholder requirements as per the desired frequency (weekly/ monthly/ quarterly)
– Analyze recurring issues in an account and prepare incident reports for relevant stakeholders
– Report on repeated service breaches to the delivery assurance manager, against defined SLAs and other contractual agreements
– Report on compliance with regards to quality management, risk management, security policies and procedures
– Track and follow up with relevant stakeholder for timely updation and data management of parameters (key SLA metrics such as run- rate etc.)
– Generate account level reports (billable and non-billable) on forecasting, scheduling (both onshore and offshore) and performance against SLAs, CSAT, Quality etc.
Deliver
| No. | Performance Parameter | Measure |
|---|---|---|
| 1 | Delivery Assurance for assigned accounts |
1) CPM/KPI – count of met /not met against client defined goals; 2) Customer Escalations Closure, Reduction QoQ, ACSAT/NPS; 3) Margin Improvement – Defined/agreed x% improvement, if LOB trending below target & QoQ improvement of 1% for accounts meeting targets 4) Productivity Improvement – Measures: TIO/TOF, Realization, Shrinkages; 5) Solution to deployment variation – % variation of resources from Solution to actual OPS |
| 2 | Reporting |
Quality of Analysis Zero errors in reports Zero non-conformance on timelines with respect to the client/ stakeholder requirements |
| 3 | Stakeholder Management |
Customized dashboards as per client and functional requirements Zero escalations on data reporting Zero non-conformance on security or compliance requirements |
Analyst
Role Purpose
The purpose of the role is Anaplan Developer
Do
-
Requirements
· Strong experience in Anaplan model building and connected planning.
· Proven expertise in multi-dimensional modeling, automating finance/operations processes, and using Anaplan’s New UX.
· Master’s degree in finance/Analytics/BI/Computer Science/Data & Research will be preferred.
· Advanced proficiency in Anaplan model building, including data integration tools (e.g., Anaplan Connect, APIs).
· Familiarity with Anaplan’s connected planning features, such as ALM (Application Lifecycle Management), NUX, and integration capabilities.
· Basic to intermediate knowledge of SQL and expert-level Excel skills.
· Strong problem-solving, collaboration, and communication skills.
· Self-motivated with the ability to manage multiple projects and timelines.
Nice-to-Have Skills
· Experience with Anaplan’s reporting and analytics capabilities.
· Experience with BI tools (e.g., Tableau, Power BI, Sigma, Fluence) and data architecture concepts.
· Familiarity with data integration platforms.
· Knowledge of structured finance and financial systems.
· Prior Experience in FP&A, Private Equity or Real Estate
· Prior Experience in data modelling/ERM tools other than Anaplan
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 |
DATA AND ANALYTICS ARCHITECT L2
Role Purpose
The purpose of the role is to define and develop Enterprise Data Structure along with Data Warehouse, Master Data, Integration and transaction processing with maintaining and strengthening the modelling standards and business information.
Do
1. Define and Develop Data Architecture that aids organization and clients in new/ existing deals
a. Partnering with business leadership (adopting the rationalization of the data value chain) to provide strategic, information-based recommendations to maximize the value of data and information assets, and protect the organization from disruptions while also embracing innovation
b. Assess the benefits and risks of data by using tools such as business capability models to create an data-centric view to quickly visualize what data matters most to the organization, based on the defined business strategy
c. Create data strategy and road maps for the Reference Data Architecture as required by the clients
d. Engage all the stakeholders to implement data governance models and ensure that the implementation is done based on every change request
e. Ensure that the data storage and database technologies are supported by the data management and infrastructure of the enterprise
f. Develop, communicate, support and monitor compliance with Data Modelling standards
g. Oversee and monitor all frameworks to manage data across organization
h. Provide insights for database storage and platform for ease of use and least manual work
i. Collaborate with vendors to ensure integrity, objectives and system configuration
j. Collaborate with functional & technical teams and clients to understand the implications of data architecture and maximize the value of information across the organization
k. Presenting data repository, objects, source systems along with data scenarios for the front end and back end usage
l. Define high-level data migration plans to transition the data from source to target system/ application addressing the gaps between the current and future state, typically in sync with the IT budgeting or other capital planning processes
m. Knowledge of all the Data service provider platforms and ensure end to end view.
n. Oversight all the data standards/ reference/ papers for proper governance
o. Promote, guard and guide the organization towards common semantics and the proper use of metadata
p. Collecting, aggregating, matching, consolidating, quality-assuring, persisting and distributing such data throughout an organization to ensure a common understanding, consistency, accuracy and control
q. Provide solution of RFP’s received from clients and ensure overall implementation assurance
i. Develop a direction to manage the portfolio of all the databases including systems, shared infrastructure services in order to better match business outcome objectives
ii. Analyse technology environment, enterprise specifics, client requirements to set a collaboration solution for the big/small data
iii. Provide technical leadership to the implementation of custom solutions through thoughtful use of modern technology
iv. Define and understand current issues and problems and identify improvements
v. Evaluate and recommend solutions to integrate with overall technology ecosystem keeping consistency throughout
vi. Understand the root cause problem in integrating business and product units
vii. Validate the solution/ prototype from technology, cost structure and customer differentiation point of view
viii. Collaborating with sales and delivery leadership teams to identify future needs and requirements
ix. Tracks industry and application trends and relates these to planning current and future IT needs
2. Building enterprise technology environment for data architecture management
a. Develop, maintain and implement standard patterns for data layers, data stores, data hub & lake and data management processes
b. Evaluate all the implemented systems to determine their viability in terms of cost effectiveness
c. Collect all the structural and non-structural data from different places integrate all the data in one database form
d. Work through every stage of data processing: analysing, creating, physical data model designs, solutions and reports
e. Build the enterprise conceptual and logical data models for analytics, operational and data mart structures in accordance with industry best practices
f. Implement the best security practices across all the data bases based on the accessibility and technology
g. Strong understanding of activities within primary discipline such as Master Data Management (MDM), Metadata Management and Data Governance (DG)
h. Demonstrate strong experience in Conceptual, Logical and physical database architectures, design patterns, best practices and programming techniques around relational data modelling and data integration
3. Enable Delivery Teams by providing optimal delivery solutions/ frameworks
a. Build and maintain relationships with delivery and practice leadership teams and other key stakeholders to become a trusted advisor
b. Define database physical structure, functional capabilities, security, back-up and recovery specifications
c. Develops and establishes relevant technical, business process and overall support metrics (KPI/SLA) to drive results
d. Monitor system capabilities and performance by performing tests and configurations
e. Integrate new solutions and troubleshoot previously occurred errors
f. Manages multiple projects and accurately reports the status of all major assignments while adhering to all project management standards
g. Identify technical, process, structural risks and prepare a risk mitigation plan for all the projects
h. Ensure quality assurance of all the architecture or design decisions and provides technical mitigation support to the delivery teams
i. Recommend tools for reuse, automation for improved productivity and reduced cycle times
j. Help the support and integration team for better efficiency and client experience for ease of use by using AI methods.
k. Develops trust and builds effective working relationships through respectful, collaborative engagement across individual product teams
l. Ensures architecture principles and standards are consistently applied to all the projects
m. Ensure optimal Client Engagement
i. Support pre-sales team while presenting the entire solution design and its principles to the client
ii. Negotiate, manage and coordinate with the client teams to ensure all requirements are met
iii. Demonstrate thought leadership with strong technical capability in front of the client to win the confidence and act as a trusted advisor