Account Quality Manager – L1
Role:
The purpose of the role is to provide assurance on the quality of deployment for the assigned accounts and support in establishing mechanisms that enhance and sustain customer satisfaction levels. The role is expected to support in enhancing customer advocacy by predicting and preventing customer escalations & dissatisfactions and drive a culture of continuous improvement in the assigned accounts.
Do:
- Implement deployment quality strategy for the assigned Accounts
- Provide inputs in the development of strategy for the assigned accounts while considering the quality standards, client expectations, quality, and monitoring mechanisms
- Review and reallocate the priorities to align with the overall strategy of the line of business / business unit
- Quality control and Customer satisfaction
- Support the completion of Annual Customer Satisfaction survey by ensuring completion of survey by the account customers, representatives for various projects within the account.
- Ensure completion of survey and address any queries in a timely manner.
- Support in conceptualizing the action planning by communicating with clients and interacting with Delivery Managers, vertical delivery heads and service delivery heads
- Drive the account wise tracking of action planning identified for sustained CSAT in various projects.
- Drive the Quarterly pulse survey for selected accounts or projects for periodic check-ins.
- Support the Account Leadership teams for tracking and managing client escalation for closure.
- Early Warnings and Business partnership
- Drive the implementation of mechanisms for preventing client escalations / dis-satisfactions by creating an early warning system in DigiQ covering aspects like delivery quality, delivery schedule, resources constraints, financial issues (overloading of effort / over-run potential), productivity, and slippages on milestones.
- Participate in Monthly and Quarterly Business review along with Business and Account leadership to ensure adherence of defined quality processes, define new life cycle models and ensure gating processes are followed the projects within the accounts.
- Drive the upskilling of delivery teams on quality management tools, knowledge management and create mechanisms for sharing of best practices.
- Support the collection of metrics on the performance / health of process and regular publishing of compliance and metrics dashboards.
- Continuous Improvement
- Drive a culture of continuous improvement in the assigned accounts to ensure enhance efficiency and productivity of resources
- Create mechanisms between the projects in the account for sharing knowledge, quality issues, risk mitigation methods within the accounts to drive the continuous improvement
- Plan and drive year on year improvement goals in various projects by way of process streamlining & improvements and automation, leading to cost savings and / or efficiency
- Support the collection of metrics to show the improvements- efficiency / productivity improvement.
- Team Management
- Team Management
- Clearly define the expectations for the team
- Assign goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
- Guide the team members in acquiring relevant knowledge and develop their professional competence
- Drive geography specific trainings for the quality team, designed basis the statutory norms that apply in different countries
- Ensure that the Performance Nxt is followed for the entire team
- Employee Satisfaction and Engagement
- Lead and drive engagement initiatives for the tea
- Track team satisfaction scores and identify initiatives to build engagement within the team
- Team Management
| No. | Performance Parameter | Measure |
| 1. |
Quality Control and Customer satisfaction |
|
| 2. |
Capability Building |
|
| 3. |
Continuous Improvement |
|
| 4. |
Team Management |
|
| 5. |
Capability Building |
|
Security Architect – L1
Role Purpose
The purpose of this role is to design the organisation’s computer and network security infrastructure and protect its systems and sensitive information from cyber threats
Do
1. Design and develop enterprise cyber security strategy and architecture
a. Understand security requirements by evaluating business strategies and conducting system security vulnerability and risk analyses
b. Identify risks associated with business processes, operations,
information security programs and technology projects
c. Identify and communicate current and emerging security threats and design security architecture elements to mitigate threats as they emerge
d. Identify security design gaps in existing and proposed architectures and recommend changes or enhancements
e. Provide product best fit analysis to ensure end to end security covering different faucets of architecture e.g. Layered security, Zoning, Integration aspects, API, Endpoint security, Data security, Compliance and regulations
f. Demonstrate experience in doing security assessment against NIST Frameworks, SANS, CIS, etc.
g. Provide support during technical deployment, configuration, integration and administration of security technologies
h. Demonstrate experience around ITIL or Key process-oriented domains like incident management, configuration management, change management, problem management etc.
i. Provide assistance for disaster recovery in the event of any security breaches, attacks, intrusions and unusual, unauthorized or illegal activity
j. Provide solution of RFP’s received from clients and ensure overall design assurance
i. Develop a direction to manage the portfolio of to-be-solutions including systems, shared infrastructure services, applications, hardware related to cyber risk security in order to better match business outcome objectives
ii. Analyse technology environment, enterprise specifics, client requirements to set a collaboration design framework/ architecture
iii. Depending on the client’s need with particular standards and technology stacks create complete RFPs
iv. Provide technical leadership to the design, development and implementation of custom solutions through thoughtful use of modern technology
v. Define and understand current state solutions and identify improvements, options & tradeoffs to define target state solutions
vi. Clearly articulate and sell architectural targets, recommendations and reusable patterns and accordingly propose investment roadmaps
vii. Evaluate and recommend solutions to integrate with overall technology ecosystem
viii. Tracks industry and application trends and relates these to planning current and future IT needs
2. Stakeholder coordination & audit assistance
a. Liaise with stakeholders in relation to cyber security issues and provide timely support and future recommendations
b. Provide assistance in maintaining an information security risk register and help with internal and external audits relating to information security
c. Support audit of security best practices and implementation of security principles across the organization, to meet business goals along with customer and regulatory requirements
d. Assist with the creation, maintenance and delivery of cyber security awareness training to team members and customers
e. Provide training to employees on issues such as spam and unwanted or malicious emails
Deliver
| No | Performance Parameter | Measure |
| 1 | Customer centricity | Timely security breach solutioning to end users, Internal stakeholders & external customers experience, CSAT, educating and suggesting right control to the customers. |
| 2 | Support sales team to create wins | % of proposals with Quality Index >7, timely support of the proposals, identifying opportunities/ leads to sell services within/ outside account (lead generation), no. of proposals led |
ADMINISTRATOR L1(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 |
Marketing Data Scientist
Long Description
At Wipro Technologies, we offer a vibrant and inclusive work environment where continuous learning and agility are encouraged. We invite you to join us as we reinvent the world of digital transformation, providing you with the opportunity to grow professionally in a company that values your creativity, development, and impact.
Are you a dedicated and skilled Marketing Data Scientist to join Wipro Technologies within our DATA ANALYTICS & AI division.
This role plays a critical part in transforming complex marketing data into actionable insights that drive strategic investment decisions and enhance Marketing Mix Modeling Effectiveness.
As a Marketing Data Scientist, you will be entrusted with the end-to-end responsibility of managing and analyzing large marketing datasets using advanced data management techniques. Your expertise with SQL and Python or R will be essential for extracting, cleaning, and validating data to ensure reliability and accuracy in subsequent analyses.
Your core responsibilities will encompass leveraging sophisticated statistical modeling techniques, including Bayesian Marketing Mix Modeling (MMM) and econometric methods designed to tackle challenges such as lag effects, seasonality, and multicollinearity among variables. These techniques will enable you to develop robust models that provide insightful evaluation of marketing performance.
Translating complex model outcomes into clear Return on Investment (ROI) by marketing channel will be a key deliverable. You will generate saturation curves and simulate various budget scenarios, offering strategic insights that empower senior leadership to optimize marketing spend and maximize impact.
Technical proficiency extends beyond modeling to include mastery of analytic and visualization tools such as Google Meridian and various data visualization platforms.
Short Description
- Develop and maintain scalable data pipelines to handle extensive and complex marketing and external data sources with accuracy and efficiency.
- Utilize advanced programming skills, primarily in SQL and Python or R, to automate data tasks and improve the reproducibility and scalability of analyses.
- Construct and validate marketing mix models using Bayesian and econometric approaches; analyze temporal effects and inter-variable relationships impacting marketing outcomes.
- Convert analytical results into strategic insights, including calculating ROI, generating saturation effects, and simulating budget allocation scenarios to advise investment decisions.
- Prepare high-quality presentations tailored for executive audiences, summarizing key insights and collaborating with leadership to align on marketing strategies.
- Collaborate with cross-functional teams including marketing, finance, and technology to deliver integrated solutions and support continuous improvement initiatives.
- Maintain awareness of emerging data science trends, tools, and best practices relevant to marketing analytics.
- Ideal candidates will demonstrate exceptional communication skills in English, both verbal and written, to articulate complex analytics insights to diverse audiences clearly and compellingly.
Required Skills:
- Prior experience of 5-8 years in marketing analytics, data science, or related roles with proven track records preferred.
- Proficiency in SQL and Python/R for complex data extraction, cleaning, and validation processes.
- Strong expertise in Bayesian Marketing Mix Modeling and econometric techniques capable of addressing lagged effects, seasonality, and multicollinearity nuances.
- Ability to interpret model outputs into actionable ROI insights, saturation curves, and budgetary scenarios essential for business investment decisions.
- Experience developing executive-level presentations and collaborating effectively with senior leadership to translate data insights into strategic recommendations.
- Excellent English communication skills, both written and spoken, enabling clear and persuasive dialogue across technical and non-technical stakeholders.
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
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.
Do
-
-
- Update and maintain various valuation metrics and portfolio details for various real estate properties (existing or newly added) within the fund’s portfolio.
- Responsible for updating and maintaining databases as well as various real estate and debt trackers as a part of the quarterly packages presented to various senior stakeholders.
- Develop maintain and enhance databases that include acquisition / disposition tracking, peer comparison, third party data and performance attribution on a regular cadence.
- Ensuring accurate Portfolio Management data is provided to the investor reporting team or the LPs as and when requested.
- Collaborating with various teams and accurately updating portfolio management to produce various investor materials such as fund’s quarterly letters, marketing materials etc.
- Perform special projects and ad-hoc business case analyses determined by the needs of stakeholders.
- Undertake analysis to identify key trends and investigate unusual items and provide variance analysis, with explanations, to the stakeholders.
- Oversee co-ordination and submission of quarterly reporting with onshore and offshore teams ensuring the accuracy of the data.
- Continuously seek to create operational efficiencies and reporting enhancements.
- Ad-hoc projects in support of the firm’s businesses/new initiatives.
Maintain a consistent and strong focus on compliance and risk management
-
- Update and maintain various valuation metrics and portfolio details for various real estate properties (existing or newly added) within the fund’s portfolio.
- Responsible for updating and maintaining databases as well as various real estate and debt trackers as a part of the quarterly packages presented to various senior stakeholders.
- Develop maintain and enhance databases that include acquisition / disposition tracking, peer comparison, third party data and performance attribution on a regular cadence.
- Ensuring accurate Portfolio Management data is provided to the investor reporting team or the LPs as and when requested.
- Collaborating with various teams and accurately updating portfolio management to produce various investor materials such as fund’s quarterly letters, marketing materials etc.
- Perform special projects and ad-hoc business case analyses determined by the needs of stakeholders.
- Undertake analysis to identify key trends and investigate unusual items and provide variance analysis, with explanations, to the stakeholders.
- Oversee co-ordination and submission of quarterly reporting with onshore and offshore teams ensuring the accuracy of the data.
- Continuously seek to create operational efficiencies and reporting enhancements.
- Ad-hoc projects in support of the firm’s businesses/new initiatives.
Maintain a consistent and strong focus on compliance and risk management
-
Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- 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 |
| 2 | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |
Deputy Manager(Network Engineer)
Job Description
Role: Deputy Manager – Network Engineering (ESA T2)
Band: B3 – Deputy Manager
Location: Pune
Shift: Night Shift / US Working Hours
Work Mode: 90% Voice | 10% Non‑Voice
Language Requirement: English (Good written and verbal)
Reporting To: Manager / Operations Manager (ESA)
Note:
- Candidate must have excellent communication skills
- CCNA certification is mandatory
Interested candidates may share their updated resume at:
arpita.chakraborty7@wipro.com
Position Purpose
The Deputy Manager – Network Engineering (ESA T2) serves as a senior technical authority responsible for handling complex enterprise network troubleshooting, live production network changes, and design validation across global customer environments.
Qualifications & Experience
Education
- Graduation (Mandatory)
Certifications (Mandatory)
- External technical certification such as CCNA, CCNP, or equivalent
Experience
- Total Experience: 10+ years in Enterprise Network Engineering / Service Assurance
Relevant Experience Breakdown
- 8–10 years of experience in advanced routing, switching, firewall, WAN and WLAN troubleshooting
- 3+ years of experience handling P1/P2 escalations, live change windows, and customer‑facing technical discussions
Essential Hiring Skills (Must‑Have)
Core Technical Expertise
- Strong expertise in LAN, WAN, WLAN, MPLS, BGP, OSPF, EIGRP, and VPN technologies
- Hands‑on experience with:
- Routers and Switches
- Load Balancers
- Firewalls (FortiGate preferred)
- Wireless technologies (Cradlepoint and enterprise WLAN platforms)
- Experience with SD‑WAN solutions and hybrid network architectures
- Strong exposure to ISP site installations, Test & Turn‑Up (TTU), and end‑to‑end commissioning and validation
Good‑to‑Have Skills
- CCNA Global Certification with a valid Cisco ID
- CCNP or equivalent advanced networking knowledge
- Understanding of commercial constructions (Classic, BFG)
Key Responsibilities (Technical IC‑Focused Role)
Technical Escalation & Incident Ownership
- Act as the final technical escalation point for complex enterprise network issues across all severity levels
- Lead advanced fault isolation and resolution across LAN, WAN, WLAN, and ISP handoffs
- Drive resolution during major incidents, ensuring accurate ETTRs and maintaining customer confidence
Network Design, Change & Validation
- Prepare, review, and approve configurations for new customer installations and live production network changes
- Execute and govern live change windows while minimizing risk and service impact
- Support device and circuit decommissioning activities with zero customer impact
Important Note
This role does not include people management, performance reviews, or workforce ownership. It is a purely technical individual contributor role.
Senior Analyst
Job Description : Executive Assistant
Job Summary :
We are seeking a highly experienced and professional Senior Executive Assistant to provide top-tier administrative support to our C-Level executives. The ideal candidate is proactive, discreet, and thrives in a fast-paced environment while ensuring seamless operations at the executive level.
Responsibilities
- Manage complex calendars, meeting schedules, and travel arrangements across multiple time zones.
- Coordinate internal and external meetings, including board meetings, off-sites, and leadership events.
- Prepare process related internal reports for reporting to managers/leadership.
- Partner with business units to gather data, prepare reports, and facilitate decision-making
- Prepare presentations for business reviews with stakeholders.
- Coordinate with multiple departments to ensure quick resolution for the customer to adhere to SLA.
- Share volume reports on a monthly/quarterly basis with stakeholders.
- Prepare/revise understanding documents and SOPs relating to the processes
- Take high-level meeting notes and ensure timely distribution of minutes and follow-up actions
- Regularly arranging video conference calls, using Zoom, across different time zones.
- Booking meeting rooms for internal and external meetings through Book-IT and registering guests on the EMS system.
- Booking restaurants.
- Maintain the monthly expense reports, reimbursements and vendor relationship as needed.
- Helping the expense team get receipts/project codes or anything missing to complete expenses.
- Building strong working relationships with the existing EA team.
- Maintain and manage contact lists.
- Train and supervise other administrative staff.
- Address Professionals’ administrative queries
- Making travel arrangements, including booking flights, trains and hotels through AMEX and booking cars directly with our providers for airport transfers and asset tours. Ensuring everything is booked correctly and all travel details are added to the professional’s calendar.
- Manage emergency changes/cancellations in a professional and calm manner.
- Handle visa applications and formalities promptly
- Communicate with the person traveling regularly to keep them updated on logistics.
- Handle all incoming travel requests and the processes that follow after
- Maintain and swiftly resolve employee feedback on tickets, visas, forex, insurance, hotel, and travel facilities as needed.
Minimum Qualifications & Experience:
- Bachelor’s degree in Business Administration, Communications or related field; Master’s preferred.
- Minimum of years + of experience supporting C-level executives in dynamic, high-growth environments.
- Advanced proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and collaboration tools (Google Workspace, Zoom, Teams, Slack, etc.)
- Experience working across time zones and in a global context is a plus.
- Exceptional written, verbal, and interpersonal skills.
- Flexibility to respond to off-hours request and urgent matters when necessary.
- Strong organizational, problem-solving, time-management skills with attention to detail.
- High emotional intelligence and discretion.
Preferred Experience:
- Previous experience working in a similar industry or at least handling similar tasks and responsibilities.
- The candidate should preferably have experience in Implants, International Routing & Transit Visa.
Location: Bengaluru
Employment Type: Full-Time
GEN AI
JD
Preferred Qualifications:
- Experience in AI/ML
- Experience working with cross-functional and distributed teams in a global and diverse environment
- Experience in establishing AI/ML best practices, standards, RUAI, and ethics
Required Qualifications:
- Proven solid Python programming skills and experience with deep learning popular frameworks such as PyTorch
- Proficiency in SQL and other programming languages for data analysis and modeling
- Proficiency with cloud development environments such as Azure, AWS, and GCP
- Proven in-depth knowledge in Generative AI technology and Large Language Models (LLM)
- Experience with LLM frameworks and/or NLP approaches such as text embedding
- Experience working on collaborative software projects using GitHub
- Proven solid technical communication skills
- Experience with both traditional machine learning algorithms and modern deep learning and generative AI models
- Proven good knowledge of GPU use, and the ability to rapidly set up pipelines for testing new ideas
- Proven excellent analytical and problem-solving skills, including the ability to disaggregate issues, identify root causes, and recommend solutions
- Skill Set; NLP, NLU, NLI, Transformers, Attention, GPT, Llama, Mistral, Model Quantization, Model Optimization, Retrieval & Ranking, RAG, RAGAS
- Statistics, Machine Learning Models, Model Deployment
- Proven excellent communication, writing, and presentation skills
- Proven advanced understanding of Deep Learning with applications in Time series Processing, NLP, and multimodal modeling
GenAI Model Utilization and Optimization
- Ability to utilize state-of-the-art GenAI models, understand and explain power and limitation of GenAI models
- Ability to utilize GenAI model for custom solutions, exposure in RAG, LangChain, VectorDBs
- Ability to Quantize, Optimize GenAI models
- Clear understanding and training to handle sensitive data, how to use that safely with GenAI and any other AI models, how deal with restriction and comply with best practices at all time
AI/ML Development and Deployment
- Develop novel AI approaches for healthcare using both structured and unstructured data
- Ability to utilize GenAI models and build and test deep learning and/or traditional ML models in cloud computing environment
- Perform data analysis, pre-processing, and feature engineering required to ensure quality and reliability of the AI models and optimize them for performance and robustness
- Develop and deploy big data pipelines and frameworks for data ingestion, processing, and analysis
- Develop machine learning and deep learning models and systems in domains including, but not limited to: NLP, NLU and multidimensional time series forecasting among others
- Ability to understand document processing, image processing and NLP and bridging the domain knowledge
- Build Machine Learning models, perform proof-of-concept, experiment, optimize, and deploy your models into production; work closely with software engineers to assist in productionizing the ML models
Experimentation and Analysis
- Design and plan custom experiments, conduct statistical analysis and create data visualizations, and present and communicate in standardized format
- Run A/B experiments, gather data, and perform statistical analysis
- Perform hands-on analysis and modeling of healthcare data sets to develop insights that increase business value
Collaboration and Communication
- Communicate findings with business stakeholders and collaborate to develop solutions that meet customer needs
- Collaborate with the Responsible Use of AI (RUAI) team to ensure that the delivered solutions are compliant with company policies and standards
- Collaborate with engineering teams to develop robust data pipelines of MLOps procedures for new solutions
Best Practices and Documentation
- Understand full end-to-end machine learning development process
- Establish best practices for end-to-end deep learning and machine learning development cycle to ensure rigor in process and quality in outcome
Innovation and Research
- Stay up to date with latest technologies and literature
- Help design and develop the next generation of NLP, ML & AI products, and services for healthcare
- Research and implement innovative machine learning model, module and approaches
- Present findings and insights to team members and if required to senior
Project and Technology Management
- Run large complex proof-of-concepts for the healthcare business
- Manage prioritization and technology work for building GenAI, NLP, ML & AI solutions
Senior 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.
Do
-
Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLA’s defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- 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 complying with service agreements
-
Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- 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 /SLAs
-
Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- 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 |
| 2 | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |