SOLUTION ARCHITECT L1
Role Purpose
The purpose of the role is to create exceptional architectural solution design and thought leadership and enable delivery teams to provide exceptional client engagement and satisfaction.
Do
1.Develop architectural solutions for the new deals/ major change requests in existing deals
- Creates an enterprise-wide architecture that ensures systems are scalable, reliable, and manageable.
- Provide solutioning of RFP’s received from clients and ensure overall design assurance
- Develop a direction to manage the portfolio of to-be-solutions including systems, shared infrastructure services, applications in order to better match business outcome objectives
- Analyse technology environment, enterprise specifics, client requirements to set a collaboration solution design framework/ architecture
- Provide technical leadership to the design, development and implementation of custom solutions through thoughtful use of modern technology
- Define and understand current state solutions and identify improvements, options & tradeoffs to define target state solutions
- Clearly articulate, document and sell architectural targets, recommendations and reusable patterns and accordingly propose investment roadmaps
- Evaluate and recommend solutions to integrate with overall technology ecosystem
- Works closely with various IT groups to transition tasks, ensure performance and manage issues through to resolution
- Perform detailed documentation (App view, multiple sections & views) of the architectural design and solution mentioning all the artefacts in detail
- Validate the solution/ prototype from technology, cost structure and customer differentiation point of view
- Identify problem areas and perform root cause analysis of architectural design and solutions and provide relevant solutions to the problem
- Collaborating with sales, program/project, consulting teams to reconcile solutions to architecture
- Tracks industry and application trends and relates these to planning current and future IT needs
- Provides technical and strategic input during the project planning phase in the form of technical architectural designs and recommendation
- Collaborates with all relevant parties in order to review the objectives and constraints of solutions and determine conformance with the Enterprise Architecture
- Identifies implementation risks and potential impacts
2.Enable Delivery Teams by providing optimal delivery solutions/ frameworks
- Build and maintain relationships with executives, technical leaders, product owners, peer architects and other stakeholders to become a trusted advisor
- Develops and establishes relevant technical, business process and overall support metrics (KPI/SLA) to drive results
- Manages multiple projects and accurately reports the status of all major assignments while adhering to all project management standards
- Identify technical, process, structural risks and prepare a risk mitigation plan for all the projects
- Ensure quality assurance of all the architecture or design decisions and provides technical mitigation support to the delivery teams
- Recommend tools for reuse, automation for improved productivity and reduced cycle times
- Leads the development and maintenance of enterprise framework and related artefacts
- Develops trust and builds effective working relationships through respectful, collaborative engagement across individual product teams
- Ensures architecture principles and standards are consistently applied to all the projects
- Ensure optimal Client Engagement
- Support pre-sales team while presenting the entire solution design and its principles to the client
- Negotiate, manage and coordinate with the client teams to ensure all requirements are met and create an impact of solution proposed
- Demonstrate thought leadership with strong technical capability in front of the client to win the confidence and act as a trusted advisor
3.Competency Building and Branding
- Ensure completion of necessary trainings and certifications
- Develop Proof of Concepts (POCs),case studies, demos etc. for new growth areas based on market and customer research
- Develop and present a point of view of Wipro on solution design and architect by writing white papers, blogs etc.
- Attain market referencability and recognition through highest analyst rankings, client testimonials and partner credits
- Be the voice of Wipro’s Thought Leadership by speaking in forums (internal and external)
- Mentor developers, designers and Junior architects in the project for their further career development and enhancement
- Contribute to the architecture practice by conducting selection interviews etc
4.Team Management
-
Resourcing
- Anticipating new talent requirements as per the market/ industry trends or client requirements
- Hire adequate and right resources for the team
- Talent Management
- Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
- Build an internal talent pool and ensure their career progression within the organization
- Manage team attrition
- Drive diversity in leadership positions
- Performance Management
- Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
- Ensure that the Performance Nxt is followed for the entire team
- Employee Satisfaction and Engagement
- Lead and drive engagement initiatives for the team
- Track team satisfaction scores and identify initiatives to build engagement within the team
Data Analyst – L4
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.
Do
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
Deliver
| 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 |
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 – L2
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 |
MAJOR INCIDENT MANAGER L1(CONTRACT)
Do
RESPONSIBILITIES
• Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs
• Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved
• Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
• Coordinating with the respective SMEs for speedy resolution of the Major Incident
• Ensuring the Major incident is resolved within the SLAs agreed with the Customer
• Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
• Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
• Ensuring that all the resolution procedures are updated in the knowledge database / Work log
• Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.
• Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process)
• Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents
• Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
• Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents
KEY SKILLS AND COMPETENCIES
• 8-10 years exp in driving the service operations.
• Min 8 year of experience in managing the IM and MIM processes
• Preferably ITIL Expert, or Min two ITIL Intermediate certified professional
• Strong analytical, communication, presentation and reporting skills
• Good leadership, people management and operational skills
• Should have exposure to ITIL practices.
• Good written & verbal communication skills
• Experience in helpdesk environment
• Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere
• Ability to work in shift and flexible schedule
• Ability to motivate staff
• Excellent team skills with ability to listen and contribute to discussions and meetings
• Building & Maintaining Relationships
• End to end ownership for customer satisfaction through levels of support
• Planning and organization & working well with Virtual Team
• Virtual Team Management Skills
• Relationship Management for services and vendors interface
AI Technical Architect
Role Purpose
As a DevSecOps Consultant, you will be involved in a combination of designing & implementing transformation roadmaps, facilitation, mentoring, coaching and training teams to enable DevOps / DevSecOps adoption at scale. You should be an experienced CI-CD practitioner who has gone through the process of Agile-DevOps adoption & enablement at scale (either at an enterprise level OR at a large account level). You should have exposure and experience in one of the following CI-CD stacks – Open Source / Atlassian / Microsoft / IBM. You should also have an understanding of security practices and how to integrate the same in the engineering lifecycle
Do
- Provide solution/consultation to implement continuous exploration, continuous integration, continuous deployment, continuous testing, and continuous monitoring and release automation solutions for all sized products.
- Create reference architecture for DevOps build & release automation implementation
- Conduct discovery workshops with customers to understand the products current state and unearth the potential issues. Implement the DevOps / DevSecOps maturity assessment framework and create operating models for subsequent DevOps / DevSecOps adoption.
- Analyze emerging build and release automation trends. Define reusable solutions for build & release automation which can be leveraged across customers.
- Provide solutions to implement enterprise infrastructure automation solutions for environment provisioning
- Help develop CI-CD / DevOps Practices, Tools, platforms | Build solutions and frameworks / POVs for different technologies / domain
- Implement and maintain DevOps / DevSecOps toolchains for both centralized and federated DevOps
- Coach the team to ensure DevOps adoption. Coaches engineering teams on the new Ways of Working for improved Route to Live
- Conduct training workshops on CI-CD/DevOps and related roles to teams and other stakeholders
- Help the customer to adopt to the defined engagement model to maximize the benefits.
- Anchor the DevOps / DevSecOps solution for large RFP’s. Participate in the practiuce sales initiative for opportunity shaping and closure
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 |
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 |
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 |
PLSQL Developer
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 |