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
-
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 |
Administrator – L3
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 |
Techno Functional Consultant
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
Must Have skills :
Hands-on experience with Software architecture, development, Cloud engineering, Infra-as-code, Infra engineering
Should include hands-on experience in AKS with min 2 years.
Hands-on Cloud engineering skills with proven experience with MS Azure services (AKS, Azure Functions, Web Apps etc.), migration blueprints etc. AZ-900 certification must, higher certifications preferred but not a must
Automation skills – has experience improving/automating processes, developing tools to profile/refactor code etc.
Experience/Knowledge working / interfacing with App Refactoring / AAF migration activities and UBS ecosystem highly preferred
Has strong experience working with application teams across business functions. Preferably has been in application lead/developer/architect roles
Team-oriented, self-starter, proactive and able to independently coordinate, organize and track tasks.
Should be comfortable to act as a technical escalation point for team members
Quick learner, comfortable with minimal / no instructions, customer-focused
Experience in Uk8s (Shared AKS) is mandatory
1. Good to have skills :
Containerization experience (OpenShift, Docker, Kubernetes)
Experience with Strategy roles and roles driving transformation initiatives
Experience working with DORA metrics, Cloud-centric KPIs
1. What is the work this role will do and overall experience :
Will act as a technical escalation point for team members working on app migration consulting engagements across different layers of tech stack. Will provide technical direction, identify and implement technical strategy with technical teams. Please note, this is not a line manager role but a technical lead role.
Will work with app teams to understand migration needs and areas where app teams can benefit from migrations to target platforms (how can migration to target platforms/Cloud help improve time to market, how can app move to Cloud)
Work with app teams keeping ‘Cloud First’ principle in mind to drive app containerization, refactoring and replatforming strategies targeted for the Cloud
Help adopt existing automation and identify use cases for automation to improve app migration efficiencies and customer experience
LEAD ADMINISTRATOR L1(CONTRACT)
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 |
TECHNICAL CONSULTANT L1(CONTRACT)
Role:
The technical consultant professionals will provide technical expertise to plan, analyse, define and support the delivery of technical capabilities for clients transformation, enhancement, advanced problem-solving skills and support projects.
Do:
- Independently work as an expert in the respective SAP technical workstream for an SAP implementation/conversion/development/enhancement /support project
- High level design, detailed design and develop technical / integration solutions to meet those needs
- Work with clients to understand their business needs and processes
- Participate in technical and technology workshops to understand and deliver integration requirements
- Drive client discussions to define the integration requirements and translate the requirements to the technical solution
- Provide training and support to end-users
- Write technical specifications and test plan for development team to ensure test driven development
- Manage projects and timelines
- Provide expert support to various projects and delivery engagements as and when required
- Drive innovation/transformation agenda in large existing accounts, provide delivery
- Provide delivery support and escalation management
- Interaction with SAP and with party partners
| No. | Performance Parameter | Measure |
| 1. |
Job Knowledge |
Consider existing skill levels & measure cross skills & upskills acquired to remain current on new development in respective SAP Technical module |
| 2. |
Customer Satisfaction |
As defined by clients SLAs |
| 3. |
Manging change & Improvement |
Measure effectiveness in initiating changes, adapting to changes from old methods when they are no longer effective Measure overall adaptability/flexibility to move from one project to another project |
| 4. |
Functional Leadership |
Measure effectiveness in accomplishing work assignments through subordinates; delegating & coordinating effectively |
| 5. |
Customer Responsiveness |
Measure Responsiveness & courtesy in dealing with external customer, internal staff, teammates in courteous manner |
Sap ABAP+EAM+MRS+Mobile Application Consultant
Role:
The technical consultant professionals will provide technical expertise to plan, analyse, define and support the delivery of technical capabilities for clients transformation, enhancement, advanced problem-solving skills and support projects.
Do:
- Independently work as an expert in the respective SAP technical workstream for an SAP implementation/conversion/development/enhancement /support project
- High level design, detailed design and develop technical / integration solutions to meet those needs
- Work with clients to understand their business needs and processes
- Participate in technical and technology workshops to understand and deliver integration requirements
- Drive client discussions to define the integration requirements and translate the requirements to the technical solution
- Provide training and support to end-users
- Write technical specifications and test plan for development team to ensure test driven development
- Manage projects and timelines
- Provide expert support to various projects and delivery engagements as and when required
- Drive innovation/transformation agenda in large existing accounts, provide delivery
- Provide delivery support and escalation management
- Interaction with SAP and with party partners
| No. | Performance Parameter | Measure |
| 1. |
Job Knowledge |
Consider existing skill levels & measure cross skills & upskills acquired to remain current on new development in respective SAP Technical module |
| 2. |
Customer Satisfaction |
As defined by clients SLAs |
| 3. |
Manging change & Improvement |
Measure effectiveness in initiating changes, adapting to changes from old methods when they are no longer effective Measure overall adaptability/flexibility to move from one project to another project |
| 4. |
Functional Leadership |
Measure effectiveness in accomplishing work assignments through subordinates; delegating & coordinating effectively |
| 5. |
Customer Responsiveness |
Measure Responsiveness & courtesy in dealing with external customer, internal staff, teammates in courteous manner |
Windows Server Admin
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
|
|
DEVOPS ENGINEER L3(CONTRACT)
Role Purpose
The purpose of this role is to work with Application teams and developers to facilitate better coordination amongst operations, development and testing functions by automating and streamlining the integration and deployment processes
Do
- Align and focus on continuous integration (CI) and continuous deployment (CD) of technology in applications
- Plan and Execute the DevOps pipeline that supports the application life cycle across the DevOps toolchain — from planning, coding and building, testing, staging, release, configuration and monitoring
- Manage the IT infrastructure as per the requirement of the supported software code
- On-board an application on the DevOps tool and configure it as per the clients need
- Create user access workflows and provide user access as per the defined process
- Build and engineer the DevOps tool as per the customization suggested by the client
- Collaborate with development staff to tackle the coding and scripting needed to connect elements of the code that are required to run the software release with operating systems and production infrastructure
- Leverage and use tools to automate testing & deployment in a Dev-Ops environment
- Provide customer support/ service on the DevOps tools
- Timely support internal & external customers on multiple platforms
- Resolution of the tickets raised on these tools to be addressed & resolved within a specified TAT
- Ensure adequate resolution with customer satisfaction
- Follow escalation matrix/ process as soon as a resolution gets complicated or isn’t resolved
- Troubleshoot and perform root cause analysis of critical/ repeatable issues
Deliver
| No | Performance Parameter | Measure |
| 1. | Continuous Integration,Deployment & Monitoring | 100% error free on boarding & implementation |
| 2. | CSAT | Timely customer resolution as per TAT Zero escalation |
PRODUCTION AGENT L1
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
- 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 |
Azure Lead
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
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Technical and Professional Requirements
- Primary skills:Domain->Retail->Vendor Managed Inventory->Food & Beverages
Preferred Skills
- Azure Devops
Educational Requirements
MCA,MTech,Bachelor of Engineering,BCA,BTech