Assistant Manager

The purpose of your role at Wipro Limited is to resolve, maintain, and manage clients" software/hardware/network based on the service requests raised from the end-user as per the defined SLAs, ensuring client satisfaction. Your responsibilities will include ensuring timely response to all tickets raised by the client end-user, solutioning service requests while maintaining quality parameters, and acting as a custodian of clients" network/server/system/storage/platform/infrastructure. You will be responsible for keeping track of each equipment's proper functioning and upkeep, performing root cause analysis of raised tickets, creating action plans to resolve problems, and providing immediate resolution to high-priority tickets/services. Installing and configuring software/hardware requirements based on service requests, providing application/user access as per client requirements, and tracking all tickets from acceptance to resolution stage are also part of your role. It is essential to maintain timely backup of important data/logs and management resources to ensure acceptable quality solutions that maintain client satisfaction. You will coordinate with the on-site team for complex problem resolution and ensure timely client servicing. Reviewing the logs gathered by Chat BOTS to ensure timely resolution of service requests/issues is also a key aspect of your responsibilities. Performance will be measured based on adherence to SLAs/timelines, with multiple cases of red time leading to zero customer escalations. Client appreciation emails will also be a measure of your performance. The mandatory skill required for this role is L&P Policy Acquisition & Servicing, and the desired experience is 3-5 years. At Wipro, we are building a modern organization focused on digital transformation with ambitious goals. We are seeking individuals inspired by reinvention to join us in constantly evolving our business and industry. Your career at Wipro will be empowered to design your own reinvention, realizing your ambitions in a purpose-driven environment. Applications from people with disabilities are explicitly welcome.,