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 |
TEST ENGINEER L3(CONTRACT)
Role Purpose
The purpose of this role is to prepare test cases and perform testing of the product/ platform/ solution to be deployed at a client end and ensure its meet 100% quality assurance parameters.
Do
-
Instrumental in understanding the test requirements and test case design of the product
- Authoring test planning with appropriate knowledge on business requirements and corresponding testable requirements
- Implementation of Wipro’s way of testing using Model based testing and achieving efficient way of test generation
- Ensuring the test cases are peer reviewed and achieving less rework
- Work with development team to identify and capture test cases, ensure version
- Setting the criteria, parameters, scope/out-scope of testing and involve in UAT (User Acceptance Testing)
- Automate the test life cycle process at the appropriate stages through vb macros, scheduling, GUI automation etc
-
To design and execute the automation framework and reporting
- Develop and automate tests for software validation by setting up of test environments, designing test plans, developing test cases/scenarios/usage cases, and executing these cases
- Ensure the test defects raised are as per the norm defined for project / program / account with clear description and replication patterns
- Detect bug issues and prepare file defect reports and report test progress
- No instances of rejection / slippage of delivered work items and they are within the Wipro / Customer SLA’s and norms
- Design and timely release of test status dashboard at the end of every cycle test execution to the stake holders
- Providing feedback on usability and serviceability, trace the result to quality risk and report it to concerned stakeholders
-
Status Reporting and Customer Focus on an ongoing basis with respect to testing and its execution
- Ensure good quality of interaction with customer w.r.t. e-mail content, fault report tracking, voice calls, business etiquette etc
- On time deliveries – WSRs, Test execution report and relevant dashboard updates in Test management repository
- Updates of accurate efforts in eCube, TMS and other project related trackers
- Timely Response to customer requests and no instances of complaints either internally or externally
| No | Performance Parameter | Measure |
| 1 | Understanding the test requirements and test case design of the product | Ensure error free testing solutions, minimum process exceptions, 100% SLA compliance, # of automation done using VB, macros |
| 2 | Execute test cases and reporting | Testing efficiency & quality, On-Time Delivery, Troubleshoot queries within TAT, CSAT score |
Developer-Icertis
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 |
DEVELOPER L4(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 |
Developer – L3
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 |
Test Engineer – L3
Role Purpose
The purpose of this role is to prepare test cases and perform testing of the product/ platform/ solution to be deployed at a client end and ensure its meet 100% quality assurance parameters.
Do
-
Instrumental in understanding the test requirements and test case design of the product
- Authoring test planning with appropriate knowledge on business requirements and corresponding testable requirements
- Implementation of Wipro’s way of testing using Model based testing and achieving efficient way of test generation
- Ensuring the test cases are peer reviewed and achieving less rework
- Work with development team to identify and capture test cases, ensure version
- Setting the criteria, parameters, scope/out-scope of testing and involve in UAT (User Acceptance Testing)
- Automate the test life cycle process at the appropriate stages through vb macros, scheduling, GUI automation etc
-
To design and execute the automation framework and reporting
- Develop and automate tests for software validation by setting up of test environments, designing test plans, developing test cases/scenarios/usage cases, and executing these cases
- Ensure the test defects raised are as per the norm defined for project / program / account with clear description and replication patterns
- Detect bug issues and prepare file defect reports and report test progress
- No instances of rejection / slippage of delivered work items and they are within the Wipro / Customer SLA’s and norms
- Design and timely release of test status dashboard at the end of every cycle test execution to the stake holders
- Providing feedback on usability and serviceability, trace the result to quality risk and report it to concerned stakeholders
-
Status Reporting and Customer Focus on an ongoing basis with respect to testing and its execution
- Ensure good quality of interaction with customer w.r.t. e-mail content, fault report tracking, voice calls, business etiquette etc
- On time deliveries – WSRs, Test execution report and relevant dashboard updates in Test management repository
- Updates of accurate efforts in eCube, TMS and other project related trackers
- Timely Response to customer requests and no instances of complaints either internally or externally
| No | Performance Parameter | Measure |
| 1 | Understanding the test requirements and test case design of the product | Ensure error free testing solutions, minimum process exceptions, 100% SLA compliance, # of automation done using VB, macros |
| 2 | Execute test cases and reporting | Testing efficiency & quality, On-Time Delivery, Troubleshoot queries within TAT, CSAT score |
Asset and Configuration Coordinator L2
Role Purpose
The Configuration co-ordinator is focused on managing and maintaining the Configuration Management System and the Configuration Management Database (CMDB).
The Configuration Management co-ordinator watches over the integrity of the CMDB and associated libraries. As an assistant to the Configuration Management Process Manager they report directly to him.
Do
The roles and responsibilities defined below indicate the co-ordinator as well as the configuration managers roles, rolled into one.
• The Configuration Manager is responsible for maintaining information about Configuration Items required in delivering IT services.
• Maintains a logical model, containing the components of the IT infrastructure (CIs) and their associations.
• Ensuring that all CI’s are accurately registered
• Interfacing with other support organizations to ensure the effective use of the CMDB and Configuration Management System
• Maintaining and recommending improvements to facilitate effective use and integrity of the CMDB
• Creating reports and analyses the CMDB when requested by the Configuration Manager
• Ensuring that CI Owners maintain adequate Configuration Management process disciplines and systems for the CIs they own
• Ensuring that authorized procedures and work practices are followed
• Own the SACM process end to end
• Make sure all changes to the CIs and the CMS are controlled, audited and reported
• Make sure the CMS is up-to-date
• Define the naming conventions for the CIs
• Own the CMS
• All updates to the CMS go through the Configuration Manager
• Take control of both the software and hardware CIs
• Control of all assets and liaison with the procurement team is one of the key responsibilities
• Define the asset disposal policy along with the customer
• Work closely with the change and release team to make sure the CMS is up-to-date
• Conduct scheduled and also ad hoc audits of the CIs
• Define an audit policy and audit process covering local as well as remote CIs
• Handle discrepancies resulting out of the audits
• Maintain libraries or other storage areas to hold CIs
• Safeguard the integrity of the logic of the CMDB and associated libraries
• Configuration Librarian in particular will be responsible for the following activities
- Supervise and control receipt, identification, storage and withdrawal of all supported CIs
- Supervise the functional design and support of the CMDB and associated libraries
- Assist in the identification of products and CIs
- Maintain and provide information on the status of CIs
- Number, record, store and distribute Configuration Management issues
- Record the receipt of authorized new or revised configurations and archive superseded configurations to the appropriate library
- Hold master copies of documents, software, etc.
- Notify holders of any changes to their products or CIs
- Assist in conducting audits
KEY SKILLS AND COMPETENCIES
• Good analytic and decision-making skills.
• Good communication skills.
• Good presentation skills.
• Must have conflict resolution abilities.
• Technical background with demonstrated skills in at least one or multiple IT technologies / disciplines
• IT hardware and Software setup, management and troubleshooting capabilities
• Configuration Management experience on document control, source code management, and Defect Management tools
• Should be able to create a CMDB repository
• Should have understanding of the software development lifecycle
• Experience of working in a multi-site environment
• Extensive experience with SCM tools and with build automation software
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 |
SOFTWARE ENGINEER L3(CONTRACT)
Role Purpose
The purpose of this role is to design, develop and troubleshoot solutions/ designs/ models/ simulations on various softwares as per client’s/ project requirements
Do
1. Design and Develop solutions as per client’s specifications
- Work on different softwares like CAD, CAE to develop appropriate models as per the project plan/ customer requirements
- Test the protype and designs produced on the softwares and check all the boundary conditions (impact analysis, stress analysis etc)
- Produce specifications and determine operational feasibility by integrating software components into a fully functional software system
- Create a prototype as per the engineering drawings & outline CAD model is prepared
- Perform failure effect mode analysis (FMEA) for any new requirements received from the client
- Provide optimized solutions to the client by running simulations in virtual environment
- Ensure software is updated with latest features to make it cost effective for the client
- Enhance applications/ solutions by identifying opportunities for improvement, making recommendations and designing and implementing systems
- Follow industry standard operating procedures for various processes and systems as per the client requirement while modeling a solution on the software
2. Provide customer support and problem solving from time to time
- Perform defect fixing raised by the client or software integration team while solving the tickets raised
- Develop software verification plans and quality assurance procedures for the customer
- Troubleshoot, debug and upgrade existing systems on time & with minimum latency and maximum efficiency
- Deploy programs and evaluate user feedback for adequate resolution with customer satisfaction
- Comply with project plans and industry standards
3. Ensure reporting & documentation for the client
- Ensure weekly, monthly status reports for the clients as per requirements
- Maintain documents and create a repository of all design changes, recommendations etc
- Maintain time-sheets for the clients
- Providing written knowledge transfer/ history of the project
Deliver
| No. | Performance Parameter | Measure |
| 1. | Design and develop solutions | Adherence to project plan/ schedule, 100% error free on boarding & implementation, throughput % |
| 2. | Quality & CSAT | On-Time Delivery, minimum corrections, first time right, no major defects post production, 100% compliance of bi-directional traceability matrix, completion of assigned certifications for skill upgradation |
| 3. | MIS & Reporting | 100% on time MIS & report generation |
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 |