DEVELOPER L3(CONTRACT)
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 |
SENIOR CONSULTANT – TECH & IMPL
Role Purpose
Senior Consultants are able to leverage their experience to deliver discrete projects with minimal supervision. They demonstrate clear understanding of the client’s business issues, detailing and tailoring consulting solutions to generate maximum value through idea generation and engagement experience. The Senior Consultant must achieve high personal billability.
Do
Consulting Execution
• An ambassador for the Wipro tenets and values, secures great feedback from multiple clients
• Consulting project Manager or equivalent coordinates teams of consultants, responsible for assuring quality of deliverables
• Flexible in approach, ability to coordinate resource with expertise in various areas
• Decisive and directive delivery focus with a can do attitude, demonstrates both hard and soft skills
• Coaches, mentors and motivates team and client staff, build trust and confidence through focus on quality and delivery
• Effective at engaging with clients, extracting information, e.g., developing facilitation and communication skills
• Responsible for ensuring project administration is up to date e.g., SoW, tagging, etc.,
Business development
• Ensures high levels of individual utilisation achievement in line with the levels expected as part of the goal setting process
• Consistently agrees personal extensions with client
• Demonstrates developing network of relationships with clients and provides required intelligence/insights to solve’ clients business problems
• Builds relationships with client peers and provides required intelligence/insights to solve clients business problems
• Leads smaller scale meetings with sales teams, leads proposal development to a high standard working with sales teams as appropriate
• Anchors market research activities in chosen area of work
• Consistently plays a major role in opportunity identification, raising potential pursuits to practice leadership team, helping them proactively in pursuits
Thought Leadership
• Develops insight into chosen industry and technology trends, ensures they are shared with the wider practice/GCG in one of the various channels
• Contributes to team thought leadership
• Ensures a track record is written up of own assignment and, where appropriate, ensures it is written up as a case study
Contribution to Practice/Wipro
• Continually delivers all Wipro admin in a timely manner (timesheets, appraisals expenses, etc.,)
• Demonstrates contribution to internal initiatives
• Suggest ways to improve an engagement through leverage of tools, methods assets, information sources , IP available within the knowledge management platform
• Organises the contribution of IP and knowledge assets to the central repository of Wipro and GCG and promotes reuse
• Engages with other consulting and delivery teams to enhance collaboration and growth and is part of the Wipro ‘Communities’ activities
• Proposes new service offerings/capabilities and demonstrates value through innovation and subject matter expertise
• Provides on/off site training, demos to existing staff as needed. Develops process assets and other reusable artefacts based on learnings from projects
• Routinely connects with SMEs to ensure delivery approach considers downstream requirements
• Proactively participates in and suggests ideas for practice development initiatives
• Actively shares knowledge and points of view within the team and within relevant communities of interest
Deliver
| Strategic Objectives | Parameter Description |
Measure (Select relevant measures/ modify measures after speaking to your Manager) |
| Deliver growth in consulting revenues | • Support business performance for direct consulting against relevant quarterly/annual targets • Improve quality of consulting by flawless delivery of transformation engagements |
• % of Personal Utilisation Achievement (against target) • No. of RFI/RFPs responses supported • No. of transformation engagements delivered • No. of referenceable clients, testimonials • Average CSAT, PCSAT across projects |
| Generate Impact | • Enable pull through business/ impact for Wipro through front end consulting engagements/deal pursuit/client relationships | • Number and value of downstream opportunities identified for GCG and larger Wipro |
| Grow market positioning | • Lead/actively contribute to the development of thought leadership/offerings/assets for the practice to support business growth | • Eminence and thought leadership demonstrated through content, citations and testimonials • Contributions to white papers/POVs/assets such as Repeatable IP, Frameworks & Methods • Number of ideas generated and active contribution to the development of new consulting offerings/solutions/assets |
| Provide consulting leadership to accounts | • Generating growth and integration across the consulting services, growing client relationship profile and supporting the achievement of the Wipro-wide account objectives • Support GCG Account Lead/Account team to grow consulting service portfolio |
• Number & $ value of consulting deals in the account supported |
| Grow the consulting talent | • Grow skills and capabilities to deliver consulting engagements in new industries, business themes, frameworks, technologies | • Self Development – Min 32 hrs on training in a year. Combination of online and classroom on new industries, new business themes, new technologies, new frameworks, etc. |
| Build the consulting community | • Individual contribution to People Development and Collaboration Effectiveness | • Distinct participation in and demonstration of: • Collaboration across GCG – through the contribution to cross-practice offerings, sharing of best practices/industrial/technological expertise, consulting community initiatives • Knowledge Management – Number of Assets owned and contributed to Consulting Central |
DEVELOPER L3(CONTRACT)
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 |
AUTOMATION LEAD L1(CONTRACT)
Role Purpose
The purpose of the role is to lead various automation initiatives pertaining to strategic accounts in a BU ensuring better client engagement
Do
1. Lead automation roadmaps and strategies for various BUs
- Ensure complete understanding of requirements needed to implement automation of various accounts in BUs
- Do shortlisting of accounts depending upon the size of account and their ability to accommodate maturity
- Drive automation maturity in the shortlisted accounts to the next level
- Align the customers by showcasing Wipro’s capability to drive automation and ROI achievement for the customer
- Ensure contractual commitments for a particular project are met by understanding the scope and requirements
- Ensure the desired software and infrastructures are implemented required for automation
- Ensure scalable standards of dashboard and process support system for active automation monitoring
- Develop and review the Account Automation Plans for each account in consultation with the account partners and delivery teams
- Review the automation projects on progress and resolves complex escalations related to operations, production, quality control, schedules and maintenance
- Come up with solution of the problems regarding automation persistent in development unit
- Manage the appropriate level of access control to protect export controlled, proprietary, and sensitive project information
- Periodically review the project status completion vis-a vis the project plan and ensure successful roll out
- Review the upcoming automation trends, technologies and ways of working and identify the capability gap within the team
- Responsible to maintain customer relationships and derive maximum customer references to ensure business continuity
- Receive feedback from the customers and align resources internally to close all the gaps
Deliver
| No. | Performance Parameter | Measure |
|---|---|---|
| 1. | Client Engagement | CSAT, Customer reference, Customer Solutions, mean time to resolve customer issues (MMT reducing trend) |
| 2. | BOT implementation | Work done by the bots for platform/non platform accounts, No. of platform accounts per DU |
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 |
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 |
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 |
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 |
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 |
Administrator L1
Role Purpose
The purpose of the role is to resolve, maintain and manage client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction
Do
- Ensure timely response of all the tickets raised by the client end user
- Service requests solutioning by maintaining quality parameters
- Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
- Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
- Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
- Provide an acceptance and immediate resolution to the high priority tickets/ service
- Installing and configuring software/ hardware requirements based on service requests
- 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
- Provide application/ user access as per client requirements and requests to ensure timely solutioning
- Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
- Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
- Coordinate with on-site team for complex problem resolution and ensure timely client servicing
- Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner
Deliver
| No | Performance Parameter | Measure |
| 1. | 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails |
Data Scientist L3
Role Purpose
The purpose of the role is to define, architect and lead delivery of machine learning and AI solutions.
Do
1. Demand generation through support in Solution development
a. Support Go-To-Market strategy
i. Contribute to development solutions, proof of concepts aligned to key offerings to enable solution led sales
b. Collaborate with different colleges and institutes for research initiatives and provide data science courses
2. Revenue generation through Building & operationalizing Machine Learning, Deep Learning solutions
a. Develop Machine Learning / Deep learning models for decision augmentation or for automation solutions
b. Collaborate with ML Engineers, Data engineers and IT to evaluate ML deployment options
3. Team Management
a. Talent Management
i. Support on boarding and training to enhance capability & effectiveness
Deliver
| No. | Performance Parameter | Measure |
| 1. | Demand generation | # PoC supported |
| 2. | Revenue generation through delivery | Timeliness, customer success stories, customer use cases |
| 3. | Capability Building & Team Management | # Skills acquired |
AUTOMATION ENGINEER L4(CONTRACT)
Role Purpose
The purpose of the role is to design, program, simulate and test the automation product or process to achieve the efficiency and effectiveness required.
Do
1. Instrumental in understanding the software requirements and design of the product
- Analyze and understand the current technology architecture, system interdependencies and application stacks
- Formulate project plans by working with project management and outlining steps required to develop project and submit project plans to project management for approval
- Understand current operating procedures by consulting with users/partners/clients and reviewing project objectives on regular basis
- Contribute to the automation roadmap design and testing process improvements by researching on automation architectures and developing new automation solutions
- Improve and maintain the automation framework to be used horizontally across our technology stacks as well as build out reusable libraries across our business line verticals
2. Design and execute software developing and reporting
- Ensure the environment is ready for the execution process designing, test plans, developing test cases/scenarios/usage cases and executing these cases
- Development of technical specifications and plans and resolution of complex technical design issues
- Participate and conduct design activities with the development team relating to testing of the automation processes for both functional and non-functional requirements
- Implement, track, and report key metrics to assure full coverage of functional and non-functional requirements through automation
- Eliminates errors by owning the testing and validations of codes
- Track problems, resolutions, and bug fixes throughout the project and create a comprehensive database of defects and successful mitigation techniques
- Provide resolutions to problems by taking the initiative to use all available resources for research
- Design and implement automated testing tools when possible, and update tools as needed to ensure efficiency and accuracy
- Develop and automate processes for software validation by setting up and designing test cases/scenarios/usage cases, and executing these cases
- Develop programs that run efficiently and adhere to WIPRO standards by using similar logic from existing applications, discussing “best practices” with team members, referencing text books and training manuals, documenting the code and by using accepted design patterns
3. Ensuring smooth flow of communication with customer & internal stakeholders
- Work with Agile delivery teams to understand product vision and product backlogs; develop robust, scalable, and high quality test automation tests for functional, regression and performance testing
- Assist in creating acceptance criteria for user stories and generate a test automation backlog
- Collaborate with Development team to create/improve continuous deployment practices by developing strategies, formalizing processes and providing tools
- Work closely with business Subject Matter Experts to understand requirements for automation, then designs, builds and deploys the application using automations tools
- Ensure long term maintainability of the system by documenting projects according to WIPRO guidelines
- Ensure quality of communication by being clear and effective with test personnel, users, developers, and clients to facilitate quick resolution of problems and accurate documentation of successes
- Provide assistance to testers and supports personnel as needed to determine system problems
- Ability to perform backend/database programming for key projects.
- Stay up-to-date on industry standards and incorporate them appropriately.
- Design and implement automated testing tools when possible, and update tools as needed to ensure efficiency and accuracya
Display
| No. | Performance Parameter | Measure |
| 1. | Automation | Quality of design/ adherence to design Adherence to project plan Issue resolution and client escalation management Zero disruption/ error in deployment EWS on risks and deployment of mitigation measures |
| 2. | Documentation | Complete documentation of automation process, test cases, debug data and performance review as per quality standards |
TECHNICAL LEAD L1(CONTRACT)
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 |
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 |