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 |
Service Desk Analyst
Role: Service Desk Analyst
Location: Client location – Hinjewadi Phase 1, Pune. 24*5 with self-travel
Job Responsibilities:
• Provide assistance and support to users with L1 Type of queries/issues.
• Provide single Point of Contact (SPOC) for assistance with IT Services under
scope.
• Monitor and respond quickly and effectively to requests received through the
IT Helpdesk system.
• Follow standard help desk procedures.
• Log IT related (incidents, service requests, events) from users received
through phone, mail, or employee self- service.
• Recording, tracking, and updating incident information in Service Now.
• Respond to requests for technical assistance in person, via phone or
electronically.
• Route service requests to the appropriate teams.
• Assist with the onboarding and off boarding of employees.
• General account management.
• Identify and escalate incidents based on priority.
• Mange user and computer properties on systems like SSO, MFA and AD.
• Perform upgrade/maintenance of system and software applications.
• Configure and provide end user support for desktops and laptops.
• Configure network settings using DHCP, DNS and 3-party software.
• Generate service management reports as mutually agreed from the ticketing
tool and publish.
• The same to the respective stakeholder.
• Verify/Assign incidents based on the priority matrix.
• Document internal procedures and update knowledge articles accordingly.
• Ensure incidents are resolved on time.
• Be a champion to our customers.
Skills Required:
• Diploma/bachelor’s degree in science or equivalent experience.
• Experience: Min 1.5 years
• Working knowledge of fundamental operations of relevant software
background and others.
• Knowledge of relevant call tracking applications.
• Knowledge of Active Directory.
• Should have good written and verbal communications skills.
• Knowledge and experience of customer service practices.
• Related experience and training
• User support experience, including remote support.
DATA ARCHITECT
Role Purpose
The purpose of this role is to interpret data and turn into information (reports, dashboards, interactive visualizations etc) which can offer ways to improve a business, thus affecting business decisions
Dos
1. Managing the technical scope of the project in line with the requirements at all stages
a. Gather information from various sources (data warehouses, database, data integration and modelling) and interpret patterns and trends
b. Develop record management process and policies
c. Build and maintain relationships at all levels within the client base and understand their requirements.
d. Providing sales data, proposals, data insights and account reviews to the client base
e. Identify areas to increase efficiency and automation of processes
f. Set up and maintain automated data processes
g. Identify, evaluate and implement external services and tools to support data validation and cleansing.
h. Produce and track key performance indicators
2. Analyze the data sets and provide adequate information
a. Liaise with internal and external clients to fully understand data content
b. Design and carry out surveys and analyze survey data as per the customer requirement
c. Analyze and interpret complex data sets relating to customer’s business and prepare reports for internal and external audiences using business analytics reporting tools
d. Create data dashboards, graphs and visualization to showcase business performance and also provide sector and competitor benchmarking
e. Mine and analyze large datasets, draw valid inferences and present them successfully to management using a reporting tool
f. Develop predictive models and share insights with the clients as per their requirement
Deilver
| No. | Performance Parameter | Measure |
| 1. | Analyses data sets and provide relevant information to the client | No. Of automation done, On-Time Delivery, CSAT score, Zero customer escalation, data accuracy |
Team Manager
Job Description:
• Hands on experience (7 + years) with asset servicing for Credit Instruments like Bankdebts which involves processing principal activities like Drawdown, Paydown, Interest in Geneva / Other Loans Processing System (WSO/SOLVAS/Sentry)
• Reconciliation experience (7 + years) of Cash and positions (Internal system) vs Thirdparty
• Reconcile cash and positions across all funds on daily basis using DUCO / Other Recon platform
• Reviewing upcoming activities exceptions from Geneva – WSO accelerator. Processing and Reconciling contract modifications in our as per the agent notices.
• Work across multiple groups to troubleshoot technical and accounting problems
• Ensure all the activities are processed and updated in Geneva. Reach out to Agents / Trustee / Internal team for resolving exceptions on daily basis.
• Escalation of unresolved cash and position breaks to Manager and onshore team
• Create SOP and participate in training program
• Liaise with global teams and support ongoing projects, system integration, perform UAT, as needed
• Review unallocated, unassigned, large value cash / position breaks to determine next steps
Desired Candidate Profile:
• Experience in private credit, middle market, and/or broadly syndicated loans; CLO and MM knowledge preferred.
• Postgraduate or professional certifications will be an added advantage
• Strong interest in learning and growing within a dynamic asset class..
• Proficiency in Excel, PowerPoint, Geneva (Good to have); willingness to learn internal platforms.
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 |
LEAD ADMINISTRATOR L1
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 |
Ataccama 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
Job Description: –
Role Summary: Responsible for designing, implementing and managing enterprise level Data Quality and Data Governance solutions using Ataccama ONE. The role involves DQ rule design, profiling, lineage, observability, metadata management and governance workflows, ensuring trusted, compliant and high quality data across domains.
Key Responsibilities:
Implement Ataccama ONE modules: DQ profiling, rules/scorecards, RDM, Catalog, Metadata & Lineage and Observability.
Design DQ rules (regex, reference, completeness, consistency) and manage Catalog/file based lookups.
Set up lineage harvesting, metadata enrichment and glossary/term management.
Configure monitoring for freshness, volume, schema drift and incident workflows with Jira/ServiceNow.
Develop CI/CD pipelines for Ataccama assets (Git-based versioning and deployments).
Publish DQ dashboards/scorecards and track CDE quality KPIs for stakeholders.
Collaborate with stewards, architects and SMEs to define governance standards and remediation plans.
Skills: –
Required Skills:
Hands on experience with Ataccama ONE platform.
Strong SQL and understanding of data models across Snowflake/Databricks or any cloud DBs.
Knowledge of data governance, glossary, policy to control mapping and stewardship.
Experience with Git, CI/CD and environment promotion workflows.
Understanding of regulatory data controls (GDPR, CCPA etc).
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 |
Lead Administrator – L2
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 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 |