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 |
Senior Group Leader
PRINCIPAL RESPONSIBLITIES:
As an MLM or Senior GL you are responsible for managing day to day operations for the aligned queues/ process. The primary focus is on meeting 100% productivity and quality SLAs requirement. You support SDL in ensuring zero loss of delivery due to delivery issues and ensure Time on Floor & adherence to floor policies by team members (floor governance)
In voice business, the median ratio (1 MLM: number of FLM/ Senior FLM) is 7-8 (FTE is 84+)
In non-voice business, the median ratio (1 MLM: number of FLM/ Senior FLM) is 7-8 (FTE is 56+)
– Responsible for managing team of Production Specialist and FLMs reporting directly to them
– Drive performance for his team and ensure that all client metrics are met as per the SLA
– Support service delivery teams – onsite/offsite client location – in process stabilization
– Control CPM performance through DMAIC/Six sigma/Application of Quality tools as applicable
– Service Delivery efficiency, Knowledge Management
– Process standardization in the account or the LOB Domain that he/she is aligned to
– Key driver for achievement of revenue and margins- internal & external reporting
– Coach and counsel, the FLM’s/span and provide guidance to them on way forward, meeting client requirement, client metrics, process improvement
– Work with multiple functions within organization i.e. Finance, HR, FMG etc. and work along to resolve any team issues
CRITICAL SKILLS REQUIRED:
Must Have:
– Operating procedures
– Service Levels
– Process metrics
– Coaching Skills
– Eye for detail
– People Management and Performance Management
– Analytical Reasoning
– MIS awareness
– Escalation guidelines
– Regulatory requirements
– Proficient with MS Office (Word, Excel, PowerPoint)
Behavioural Skills and Attributes:
– Has the ability to filter, prioritize, analyse and validate potentially complex and dynamic problem
– High analytical skills
– Lean Certification or Six Sigma certification would be added advantage, but not mandatory
– May or should have information on internet or social networking products or services
– Good communications skills and written skills
– Excellent knowledge of Service Delivery in a voice/semi voice process
– Well versed with Microsoft applications, specially excel and power point
– The job will require fairly high amount of work in shift environment as per requirement
Sap BTP CPI Consultant
Role:
The technical consultant professionals will provide technical expertise to plan, analyse, define and support the delivery of technical capabilities for clients transformation, enhancement, advanced problem-solving skills and support projects.
Do:
- Independently work as an expert in the respective SAP technical workstream for an SAP implementation/conversion/development/enhancement /support project
- High level design, detailed design and develop technical / integration solutions to meet those needs
- Work with clients to understand their business needs and processes
- Participate in technical and technology workshops to understand and deliver integration requirements
- Drive client discussions to define the integration requirements and translate the requirements to the technical solution
- Provide training and support to end-users
- Write technical specifications and test plan for development team to ensure test driven development
- Manage projects and timelines
- Provide expert support to various projects and delivery engagements as and when required
- Drive innovation/transformation agenda in large existing accounts, provide delivery
- Provide delivery support and escalation management
- Interaction with SAP and with party partners
| No. | Performance Parameter | Measure |
| 1. |
Job Knowledge |
Consider existing skill levels & measure cross skills & upskills acquired to remain current on new development in respective SAP Technical module |
| 2. |
Customer Satisfaction |
As defined by clients SLAs |
| 3. |
Manging change & Improvement |
Measure effectiveness in initiating changes, adapting to changes from old methods when they are no longer effective Measure overall adaptability/flexibility to move from one project to another project |
| 4. |
Functional Leadership |
Measure effectiveness in accomplishing work assignments through subordinates; delegating & coordinating effectively |
| 5. |
Customer Responsiveness |
Measure Responsiveness & courtesy in dealing with external customer, internal staff, teammates in courteous manner |
Lead Analyst
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Job Description: IM – Lead Analyst
Job Summary
We are seeking a highly motivated Investment Management Analyst to join our Asset Based Finance (ABF) team within the Structured Finance Group. As an integral part of our team, you will gain exposure to a diverse portfolio of Asset-Backed Securities (ABS) investments and play a pivotal role in underwriting, monitoring, and managing these deals for our institutional clients.
Responsibilities:
• Deal Management: Collaborate closely with ABF Deal Analysts to assist in investment management and monitoring activities for structured finance deals.
• IC Memos: Support the deal team in updating Investment Committee approval memos, ensuring a comprehensive understanding of each deal’s intricacies.
• Term sheets: Analyze closing documents such as credit agreements, indentures and note purchase agreements and set up processes for analyzing and monitoring the deal post-closing.
• Due Diligence: Perform pre-deal due diligence and stratify the collateral pool using Python to assess risk and investment potential.
• Surveillance and Reporting: Update surveillance data and create one-pagers for presentations to senior management for both Public and Private deals.
• Cashflow Modeling: Develop and update cashflow models for structured finance deals. Monitor key metrics to assess risk and expected returns. Conduct stress case scenarios and analyze their impact on repayments.
• Collateral Analysis: Create and update asset-level one-pagers for collateral analysis, assisting in underwriting and post-deal monitoring.
• Asset Valuation: Track and review revaluation events for underlying assets, ensuring accurate pricing of collateral.
• Sector-Level Analysis: Update monthly sector-level presentations and pro-actively highlight potential issues to senior management.
• Covenant Monitoring: Continuously monitor covenants and key performance indicators (KPIs) at the deal level, thereby assist the Business Analytics team to run portfolio-level analysis.
• Ad Hoc Projects: Undertake multiple ad hoc projects as requested by senior management to assess the impact of macro events.
• Client request/ Compliances: Ensure compliance with investor requirements from an investment management perspective.
• Data and Tools: Leverage advanced tools such as Intex and Python for in-depth analysis. Utilize Tableau, Street Diligence and Sigma for enhanced data visualization.
Skills Required:
• MBA in Finance, CFA, or CA qualification.
• Experience in analyzing Asset Backed Finance deal structures and collateral is a plus.
• Strong analytical and quantitative skills.
• Proficiency in Microsoft Office tools (MS Excel, MS PowerPoint, and MS Word).
• Ability to summarize complex information succinctly and efficiently.
• Excellent written and verbal communication skills.
• Ability to manage multiple projects in a fast-paced environment.
• Detail-oriented with a commitment to accuracy and precision.
• Ability to work independently and collaboratively while demonstrating high sense of ownership and accountability.
• Thorough understanding of basic financial concepts and the ability to critically implement them.
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 |
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 |
DELIVERY MANAGER L1(CONTRACT)
Job Purpose:
Wipro is currently look for an experienced Program Manager to join our ranks. The Program Manager will be responsible for the overall technical transformation implementation at the client end.
Objectives of this role:
– Strategize, implement, and maintain program initiatives that adhere to organizational and client objectives.
– Develop program assessment protocols for evaluation and improvement of Digital Transformation projects.
– Maintain organizational standards of satisfaction, quality, and performance.
– Oversee multiple project teams, ensuring program goals are reached.
– Manage budget and funding channels for maximum productivity.
Roles and Responsibilities:
– Collaborate with cross-functional teams and business stakeholders, including software engineers, data analysts, product managers, and operations teams, to design and improve end-to-end processes for operations.
– Lead process improvement initiatives by identifying areas for enhancement, conducting data analysis, and developing actionable recommendations as per the business and industry standards.
– Design and Drive large Transformation initiatives which may include automation, RPA, AI/GenAI, Chatbots, CX tools like agent assist, workflow orchestration, Quality management tools etc.
– Drive automation initiatives by leveraging technology and process optimization to streamline manual tasks and improve overall productivity.
– Stay updated on industry trends, emerging technologies, and regulatory changes related to banking operations and process optimization and apply this knowledge to improve business initiatives.
– Drive regular project meetings & ensure transformation initiatives are driven to completion.
– Manage discussions with required stakeholders for on various aspects of the program for timely follow up till closure.
– Performs Quality Control via reviews of the design created by Functional Consultant and Tech Architect
– Responsible for receiving the sign-off on the design, UAT and Hypercare from the customer
– Establish working relationships and routinely interface with project sponsors, business stakeholders & technology partners.
Required skills and qualifications:
– 5+ years of experience in an upper-management role, preferably in program management.
– Exceptional skills in leadership, time management, facilitation, and organization.
– Core experience in Digital Transformation in Telecom order management and front office processes with the tools/ solutions mentioned in role and responsibilities.
– Experience in managing stakeholders (internal and external).
– Outstanding knowledge of change management principles and performance evaluation processes.
Good to have skills and Experience:
– PMP Certified is added advantage.
– Technical understanding of various Platform architecture and product features Genesys, SFDC, ServiceNow etc
– Current Technological landscape understanding and stays abreast of current technologies like AI/GenAI etc.”
Java Full Stack Developer
Java Full Stack Developer- Lead
Role: Java Full Stack Developer
Experience: 5 to 12 years
Location: Pune
Notice Period: 0 to 30 days
Job Description:
| Experienced developer with strong development experience with Java/Spring |
| • Front end experience in React, Angular, Vue, Spring or other javascript framework |
| • Nice to have experience: React, Redux, Typescript, PostgreSQL or related relational database technology |
| • Solid experience with RESTful APIs or JSON/SOAP based API |
| • Necessary skills to have a high degree of initiative and self-motivation with a willingness and ability to learn and take on challenging opportunities |
| • Deep technical foundation in full-stack development |
| • Solid understanding of working and building analytics on top of big data |
| • Experience contributing to the development of large scale applications |
| • Desire to innovate and leverage new technology |
| • Passion for solving complex analytical/quantitative problems in real-world scenarios |
| • Motivation, creativity, self-direction, and desire to thrive on small project teams |
| • Initiative and creativity in approaching new challenges |
| • Superior academic record with a degree in Computer Science or related technical field |
| • Strong English written and communication skills. |
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 |
Domain Consultant – L1
Role Purpose
The role incumbent is focused on implementation of roadmaps for business process analysis, data analysis, diagnosis of gaps, business requirements & functional definitions, best practices application, meeting facilitation, and contributes to project planning. Consultants are expected to contribute to solution building for the client & practice. The role holder can handle higher scale and complexity compared to a Consultant profile and is more proactive in client interactions.
Do
- Assumes responsibilities as the main client contact leading engagement w/ 10-20% support from Consulting & Client Partners.
- Develops, assesses, and validates a client’s business strategy, including industry and competitive positioning and strategic direction
- Develops solutions and services to suit client’s business strategy
- Estimates scope and liability for delivery of the end product/solution
- Seeks opportunities to develop revenue in existing and new areas
- Leads an engagement and oversees others’ contributions at a customer end, such that customer expectations are met or exceeded.
- Drives Proposal creation and presales activities for the engagement; new accounts
- Contributes towards the development of practice policies, procedures, frameworks etc.
- Guides less experienced team members in delivering solutions.
- Leads efforts towards building go-to-market/ off the shelf / point solutions and process smethodologies for reuse
- Creates reusable IP from managed projects