Job Opportunities at Wipro Ltd.

Role Purpose

The purpose of the role is to support process delivery byensuring daily performance of the Production Specialists, resolvetechnical escalations and develop technical capability within theProduction Specialists. 

• Oversee and support process by reviewing daily transactionson performance parameters
• Review performance dashboard and the scores for the team
• Support the team in improving performance parameters byproviding 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 resolveall client queries
• Resolve client queries as per the SLA’s defined in thecontract
• Develop understanding of process/ product for the team membersto facilitate better client interaction and troubleshooting
• Document and analyze call logs to spot most occurring trends toprevent future problems
• Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
• Ensure all product information and disclosures are given toclients before and after the call/email requests
• Avoids legal challenges by monitoring compliance with serviceagreements
• Handle technical escalations through effective diagnosis andtroubleshooting of client queries
• Manage and resolve technical roadblocks/ escalations as per SLAand quality requirements
• If unable to resolve the issues, timely escalate the issues toTA & SES
• Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
• Troubleshoot all client queries in a user-friendly, courteousand professional manner
• Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business
• Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
• Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract SLA’s
• Build people capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client
• Mentor and guide Production Specialists on improving technicalknowledge
• Collate trainings to be conducted as triage to bridge the skillgaps identified through interviews with the Production Specialist
• Develop and conduct trainings (Triages) within products forproduction specialist as per target
• Inform client about the triages being conducted
• Undertake product trainings to stay current with productfeatures, changes and updates
• Enroll in product specific and any other trainings per clientrequirements/recommendations
• Identify and document most common problems and recommendappropriate resolutions to the team
• Update job knowledge by participating in self learningopportunities and maintaining personal networks

Behavioral Competencies

• Domain Knowledge
• Collaborative working
• Problem solving and decision making
• Attention to Detail
• Execution Excellence
• Stakeholder Management
• Client (Internal) Centricity
• Effective Communication

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Job Description

Role Purpose

The purpose of this role is to design, test and maintain softwareprograms for operating systems or applications which needs to bedeployed at a client end and ensure its meet 100% quality assuranceparameters

Instrumental in understanding the requirements and design ofthe product/ software

• Develop software solutions by studying information needs,studying systems flow, data usage and work processes
• Investigating problem areas followed by the software developmentlife cycle
• Facilitate root cause analysis of the system issues and problemstatement
• Identify ideas to improve system performance and impactavailability
• Analyze client requirements and convert requirements to feasibledesign
• Collaborate with functional teams or systems analysts who carryout the detailed investigation into software requirements
• Conferring with project managers to obtain information onsoftware capabilities

Perform coding and ensure optimal software/ moduledevelopment

• Determine operational feasibility by evaluating analysis,problem definition, requirements, software development and proposedsoftware
• Develop and automate processes for software validation by setting up and designing test cases/scenarios/usage cases, andexecuting 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 ofnew 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 forproject / program / account with clear description and replicationpatterns
• Compile timely, comprehensive and accurate documentation andreports as requested
• Coordinating with the team on daily project status and progressand documenting it
• Providing feedback on usability and serviceability, trace theresult to quality risk and report it to concerned stakeholders

Status Reporting and Customer Focus on an ongoing basis withrespect to project and its execution

• Capturing all the requirements and clarifications from theclient for better quality work
• Taking feedback on the regular basis to ensure smooth and ontime delivery
• Participating in continuing education and training to remaincurrent on best practices, learn new programming languages, and betterassist other team members.
• Consulting with engineering staff to evaluate software-hardwareinterfaces 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 wayfor proper understanding of software from client proposal toimplementation
• Ensure good quality of interaction with customer w.r.t. e-mailcontent, fault report tracking, voice calls, business etiquette etc
• Timely Response to customer requests and no instances ofcomplaints either internally or externally

Behavioral Competencies

• Formulation & Prioritization
• Innovation
• Managing Complexity
• Execution Excellence
• Passion for Results