2380 Itsm Jobs - Page 6

TCS has been a great pioneer in feeding the fire of Young Techies like you. We are a global leader in the technology arena and there's nothing that can stop us from growing together. We are delighted to invite you for a discussion to get to know more about you and your professional experience. The interview will be in person. Venue details Date: 14th June 2025 Timing : 10:00 Am-2:00 PM Location: Tata Consultancy Services, Sahyadri Park (SP1) , Phase 3, Rajiv Gandhi Infotech Park, Hinjawadi, Pune, Maharashtra 411057 Carry updated resume, any govt ID printout and one passport size photo. Desired Competencies (Technical/Behavioral Competency) Must-Have • Atleast 3+ years of experience handling Service Desk services. Fluency in English (Reading, Writing, Speaking) Understand and responds in Business Communications Good Managerial Skill Understanding and knowledge on IT Infrastructure. Work in any shift (24*7) Good-to-Have • ITIL Knowledge Understanding and knowledge on IT Infrastructure. Role descriptions / Expectations from the Role Following are the roles and responsibilities of Service Desk Analyst Act as Single point of contact as Customer Global Service Desk A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue severity, and they must utilize standard procedures to resolve issues. Analysts must also maintain support tracking systems. Create / Update KBA, SOP Service Desk Analysts must resolve technical issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation Service Desk Analysts often must accelerate customer support requests to higher-level IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectively Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware respond to requests for technical assistance in person, via phone, chat, web and email diagnose and resolve technical hardware and software issues research questions using available information resources advise user on appropriate action follow standard help desk procedures log all help desk interactions administer help desk software follow up with customers and users to ensure complete resolution of issues redirect problems to correct resource identify and escalate situations requiring urgent attention track and route problems and requests and document resolutions resolve technical problems with Local Area Networks and Wide Area networks prepare activity reports inform management of recurring problems stay current with system information, changes and updates help update training manuals for new and revised software and hardware train users as necessary

ServiceNow dev skills incl. JavaScript, Glide, REST API, UI/client scripts, business rules. Exp. with workflows, Incident/Change Mgmt, Catalog. ITIL knowledge, strong communication, teamwork. CSA cert mandatory. Perform ServiceNow Dev & Support Task Health insurance Annual bonus

Your day at NTT DATA The Managed Services Cross Technology Engineer (L1) is an entry level engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. The primary objective of this role is to ensure zero missed service level agreement conditions. The Managed Services Cross Technology Engineer (L1) focuses on first-line support for standard and low complexity incidents and service requests. This role focusses across two or more technology domains such as (but not limited to) Cloud, Security, Networking, Applications and or Collaboration. The Managed Services Cross Technology Engineer (L1) may also contribute to support on project work as and when required. What you'll be doing Key Responsibilities: Monitors client infrastructure and solutions. Identifies problems and errors prior to or when they occur. Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction. Investigates first line incidents assigned and identifies the root cause of incidents and problems. Provides telephonic or chat support to clients when required. Schedules maintenance activity windows for patching and configuration changes. Follows the required handover procedures for shift changes to ensure service continuity. Reports and escalates incidents where necessary. Ensures the efficient and comprehensive resolutions of incidents and requests. Updates existing knowledge articles or create new ones. Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities. May also contribute to support on project work as and when required. May work on implementing and delivering Disaster Recovery functions and tests. Performs any other related task as required. Knowledge and Attributes: Ability to communicate and work across different cultures and social groups. Ability to plan activities and projects well in advance and takes into account possible changing circumstances. Ability to maintain a positive outlook at work. Ability to work well in a pressurized environment. Ability to work hard and put in longer hours when it is necessary. Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting. Ability to adapt to changing circumstances. Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey. Academic Qualifications and Certifications: Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience) Certifications relevant to the services provided (certifications carry additional weightage on a candidates qualification for the role) Relevant certifications include which are considered desirable (but not limited to): CCNA or relevant level 1 Network Security Microsoft Certified, Azure Administrator Associate AWS Certified, Solutions Architect Associate Veeam Certified Engineer VMware certified Professional: Data Centre Virtualization Zerto, pure, vxrail Google Cloud Platform (gcp) Oracle Cloud Infrastructure (oci) Required Experience: Entry-level experience with troubleshooting and providing the support required in security network/ data center/ systems/ storage administration and monitoring Services within a medium to large ICT organization. Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Security, Network, Data Centre, Telephony, etc.). Basic knowledge of ITIL processes. Workplace type : On-site Working

Your day at NTT DATA The Platform Support Engineer (L3) is a seasoned subject matter expert who exercises excellent customer service skills along with the ability to apply technical knowledge to support processes such as Request, Incident, Problem, Change, Event, Configurations, Assets, Service Catalogue, Knowledge, and Service Portal, as well as custom scoped applications that deliver enterprise-wide business processes to NTT customers. What you'll be doing Key Roles and Responsibilities: Monitoring and Event Management They ensure that the platform is configured, installed, tested and operational. In this regard, they will perform necessary checks, apply monitoring tools, and respond to any incidents reported, focusing on investigating and resolving, often working with other teams to achieve this. Where software is a solution component, they will also ensure it is installed and configured according to business requirements. The EMR (Enterprise messages routing ) engineer identifies problems and errors proactively or when they occur. The candidate will log all such incidents promptly with the required level of detail and all the necessary information. They liaise with all stakeholders, including end users, vendors, carriers, and NTT Ltd. colleagues, to expedite the diagnosis of errors, incidents, events, and problems and to identify and implement a resolution. These individuals liaise with vendors to ensure that any further features required in line with business requirements are actioned and implemented. The Platform Support Engineer performs simple and routine assignments that require good knowledge of the specified support function. They perform various tasks related to, but not limited to, security access and administration and the testing and maintenance of internal systems. They investigate all line support calls assigned to them and identify the root cause of incidents, events, and problems and drive to resolve them in the times set out by the business. They ensure the efficient and comprehensive resolution of incidents, events, and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership of managing the incident, event, or problem to resolution within the business requirements. Where necessary, they escalate requests and exceptions to the Platform Support Manager. They provide continuous feedback to internal clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures. Incident, problem, request, and event management. The candidate will take responsibility for responding to calls, events, problems, and incidents via the Service Now ITSM system. They assist in analysing, assigning, and escalating the support calls when required. They also provide telephonic support hands-on sessions (MS Teams or another virtual meeting to end users. They are required to identify and resolve the problem, incident, or event, perform root cause analysis on events, problems, and incidents, document the actions required, identify and select the appropriate solutions, and develop a workaround plan. They ensure the implementation of a resolution and recovery, ensuring compliance with the relevant processes and within business requirements. The candidate will update incidents, problems, requests and events with progress and resolution details and update the required knowledge base accordingly. Record and capture knowledge in the various levels and systems that are used by the business. The candidate will be required to complete the investigation and resolve the issues within the time's lines specified by the business to ensure business agreements with customers are met or exceeded. These individuals track the relevant capacity metrics and provide detailed reports that enable the required increase in capacity in line with business requirements. The Platform Support Engineer is also responsible for producing breach and other reports necessary for the correct operation of processes. Knowledge, Skills, and Attributes: 3+ years of L3 engineer experience. Strong written and verbal communication skills (English). Ability to manage own time and priority of workloads. Experience working across multiple teams for effective implementation. Ability to engage with a variety of internal and external stakeholders. Solid interpersonal skills and the ability to build solid working relationships. Thorough knowledge of identity administration and expertise in solving complex issues. Mapping projects involve various enterprise open-source and native application servers, databases, networks, and operating systems. Validate discovery results and troubleshooting as required. Assist with Service Mapping And Implementing Processes and Best Practices. Requirements: Candidates experienced and well-versed in ITSM and IT infrastructure (security, server, and network) will be a great fit. Experience DevOps metrology and related technologies. The candidate will have knowledge and experience of Enterprise Message Routing. Experience working with the following systems/applications; Kubernetes Helm Lens Argo CD MongoDB SQL and No SQL Scripting experience or qualification Infrastructure as software e.g.Terraform and Ansible Kubernetes and container orchestration Microsoft Azure Experience RabbitMQ Git Postman API's and various integration and data exchange technologies XML/JSON Good to have: Experience implementing systems using the Agile/Scrum methodology. Good working knowledge of current open-source cloud-native applications Good knowledge of Microsoft Azure and it various components Good networking knowledge Deep understanding of cloud-native applications and systems, including microservices Experience with Java Phyton scripting ServiceNow troubleshooting and debugging skills are advantageous but not required. Apache Kafka Basic administrator LogicMonitor Grokstream Elastic Graylog SnapLogic Academic Qualifications and Certifications: A bachelor's degree in information technology, Computer Science, or equivalent is required. Working knowledge of ITIL processes. ITIL v4 Foundation or higher certification preferred. Any certification/qualification/experience with the application listed under reequipments. Required Experience: Familiar with identity-related regulatory and industry compliance requirements across geographies Good experience with multiple infrastructure solutions Solid experience working in an IT service environment. Experience working in a multi-team environment across multiple geographies and time zones Workplace type : Remote Working

Key Responsibilities: Guides a virtual team of domain experts to orchestrate the development of secure, multiple year, services solutions. Designs complex managed service solutions to meet client requirements by integrating technology and service design the cloud domain. Works across multiple teams in the design of the Managed Service offering. Tests and validates new designs features and delivery models or recommend improving existing service offers that is being taken to market. Responsible for the service design deliverables of the solution and interfacing with multiple teams and partners to ensure supportability. Directs the validation processes by obtaining sign-off from technical, service and costing stakeholders. Leads the service design of solutions for the client that will be commercially competitive whilst mitigating risk. Maps the client's requirements against proposed set of service elements and architectures and leads the end-to-end solution development (Cloud Services, Technology Architectures, SIAM, SLA, ITSM leading practices). Develops and executes a consulting approach that results in a consolidated statement of requirements, scope, transition documents and costing based need for change, role of IT, definition of the AS-IS versus desired state (Future Mode of operation defined), gap analysis and roadmap, highlighted impacts, consequences and benefits of the intended transformation (people, process, technology). Supports the sales teams in presenting an architecture solution to clients with a focus on cost savings or uncovering other client growth opportunities using the ability to discover and analyze the clients current architecture, platforms and operating models. Shares client outcomes and market conditions with other stakeholders so that the global offering leads, and Managed Services community can evolve strategies and develop innovative solutions for the future. Provides coaching and mentoring and acts as advisor and decision maker in service design situations. Support the sales teams to have a commercial model discussion with the client. Identifies all service costs and populating cost models accurately to ensure a full visibility of costs related to the delivery of the service over the contract term. Creates and gets sign-off from relevant stakeholders on the solution design that will form part of the commercial model. Responsible for vendor management depending on the service offers and ensures that the transition to service delivery teams are well coordinated to ensure a smooth transition. Knowledge and Attributes: Advanced understanding of cloud technologies, networking, security, and system administration Advanced demonstratable knowledge and value of multi cloud technologies especially cloud native application workflows, understanding of architecture transformation, observability and legacy to cloud migrations. Applied Azure and/or GCP and/or AWS infrastructure architect and presales skills. Advanced understanding of virtualization, hybrid computing environments, storage technology and cloud native technologies. Advanced knowledge of Managed Services service and delivery models, including cloud, global, and distributed delivery models. Ability to work with costing models in partnership with sales and finance stakeholders. Ability to communicate potential improvements and value of our solutions to all levels of stakeholders, including C-suite decision-makers. Ability to facilitate workshops with clients and internal teams to discover requirements, present solutions and obtain client buy-in. Ability to work within a team, contributing to the success of the team while making a personal contribution, especially in a matrixed organization. Up to date knowledge on emerging trends in Cloud technology, Managed Services Integration, etc. Analytical abilities to discover and analyze all input and data. Passion for staying abreast of related industry trends and best practices. Academic Qualifications and Certifications: Bachelors degree or equivalent in Information technology/systems or a related field. Certification and working knowledge of ITIL, Service Management and Integration, Automation Artificial Intelligence and Analytics preferred. Scaled Agile certification or equivalent is desirable. Additional technology vendor certifications are desirable, such as (any one or more) - Azure AZ900 Azure Fundamentals, AWS Cloud Practitioner, VMWare: VTSP or VTSP for AWS/Azure. Required Experience: Advanced prior experience in managed service provider, or cloud services provider. Track record of designing cloud infrastructure managed services solutions to medium/large enterprise accounts. Proof of structuring medium/large, multi-year profitable contracts. Solution planning and deal shaping technical specialist, with the ability to create compelling value propositions as part of the solution design. Advanced experience working in an environment with global delivery and in multiple geographies and industries

Your day at NTT DATA The role of Platform Support Engineer (L2) is a developing subject matter expert who exercises excellent customer service skills along with the ability to apply technical knowledge to support processes such as Request, Incident, Problem, Change, Event, Configuration, Asset, Service Catalogue, Knowledge, and Service Portal, as well as custom scoped applications that deliver enterprise-wide business processes to NTT customers. What youll be doing Key Responsibilities: Provides support to users/administrators of the company platform. Supports and contributes to the growth of best practices for delivery of support services. Ensures understanding of the platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations. Acts as a customer advocate, prioritizing and managing assigned incidents and escalations in queue. Engages with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution. Performs any other related task as required. Knowledge and Attributes: Developing knowledge of the components in cloud/web applications. Demonstrated ability to troubleshoot the difficult technical issues. Demonstrated exposure to network monitoring connectors such as SCOM, Solarwinds etc. Developing understanding of SNMP traps and MIBs/OIDs. Developing understanding and ability to modify basic XML, JSON, Regular Expressions (RegEx). Developing understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP and REST. Developing understanding of object-oriented programming skills (Java strongly preferred). Good understanding of database concepts. Developing understanding of ITSM, CMDB and ITIL business process. Proficient with analyzing log files and standard debugging concept. Experience providing web development support is highly desirable. Familiarity with tools and practices of the trade such as incident management, knowledgebase, defect and escalation management. Excellent communication skills (verbal and written). Academic Qualifications and Certifications: Bachelors degree or equivalent in Information Technology or Computer Science or related field. Relevant ITIL certification. Required Experience: Moderate level experience providing customer facing technical support. Moderate level experience working with the ServiceNow platform (ITSM, ITOM, CSM and FSM). Moderate level experience providing SaaS support is desirable.

Knowledge and application: Seasoned, experienced professional; has complete knowledge and understanding of area of specialization. Uses evaluation, judgment, and interpretation to select right course of action. Problem solving: Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors. Resolves and assesses a wide range of issues in creative ways and suggests variations in approach. Interaction: Enhances relationships and networks with senior internal/external partners who are not familiar with the subject matter often requiring persuasion. Works with others outside of own area of expertise, with the ability to adapt style to differing audiences and often advises others on difficult matters. Impact: Impacts short to medium term goals through personal effort or influence over team members. Accountability: Accountable for own targets with work reviewed at critical points. Work is done independently and is reviewed at critical points. Workplace type : Hybrid Working

Your day at NTT DATA The Security Managed Services Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their Security Infrastructures and systems remain operational. Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, this role is able to restore service to clients. The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA) and focuses on second-line support for incidents and requests with a medium level of complexity. The Security Managed Services Engineer (L2) may also contribute to support on project work as and when required. What you'll be doing Key Responsibilities: Proactively monitors the work queues. Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA. Updates tickets with resolution tasks performed. Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner. Captures all required and relevant information for immediate resolution. Provides second level support to all incidents, requests and identifies the root cause of incidents and problems. Communicates with other teams and clients for extending support. Executes changes with clear identification of risks and mitigation plans to be captured into the change record. Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift. Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management. Works with automation teams for effort optimization and automating routine tasks. Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc. Identifies problems and errors before they impact a clients service. Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting. Leads and manages all initial client escalation for operational issues. Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals. Plans and executes approved maintenance activities. Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles. Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort. May also contribute to support on project work as and when required. May work on implementing and delivering Disaster Recovery functions and tests. Performs any other related task as required. Knowledge and Attributes: Ability to communicate and work across different cultures and social groups. Ability to plan activities and projects well in advance, and takes into account possible changing circumstances. Ability to maintain a positive outlook at work. Ability to work well in a pressurized environment. Ability to work hard and put in longer hours when it is necessary. Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting. Ability to adapt to changing circumstances. Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey. Academic Qualifications and Certifications: Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience). Certifications relevant to services supported. Certifications carry additional weightage on the candidates qualification for the role. CCNA certification in must, CCNP in Security or PCNSE or checkpoint certification is good to have. Required Experience: Moderate level of relevant managed services experience handling Security Infrastructure. Moderate level of knowledge in ticketing tools preferably Service Now. Moderate level of working knowledge of ITIL processes. Moderate level of experience working with vendors and/or 3rd parties. Workplace type : On-site Working

Your day at NTT DATA The Team Lead, Managed Services Client Service Desk is an entry level subject matter expert, responsible for taking accountability for the operational management of a team of service desk employees (agents and or administrators). This role ensures client satisfaction by managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. Key responsibilities: Responsible for managing a team of junior service desk agents and or administrators. Ensures resource allocation, attendance, effective achievement of KPIs and planning activities. Contributes to the process of managing tickets or calls logged at the service desk. Ensures all incidents which are logged, are accurately registered and categorized. Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process. Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it. Be expected to take ownership and resolve or further escalate escalated incidents. Checks incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident. Ensures relevant actions have been logged to enable tracking. Monitors the performance of the team and identifies any training/ coaching intervention required. Leads the discussion of the daily huddles and ensures performance-enhancement solutions are identified and implemented. Supports with identifying any gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement. Supports with monitoring backlog and uses escalation channels to get the right team involved in resolving tickets in a timely manner. To thrive in this role, you need to have: Some understanding of the vast range of IT operations and company service offerings Displays good levels of client engagement and service orientation. Demonstrates operational team management skills and ability to effectively manage the resources that report to them. Good collaboration skills and ability to interact professionally. Some understanding of project management principles Academic qualifications and certifications: Bachelor's degree or equivalent in information technology or related field. Relevant technical certifications preferred. ITIL v4 specialist certification and knowledge is required. Required experience: Demonstrated relevant work experience gained in call center managed services/services delivery environment within a medium to large information technology environment. Entry level team management/leadership experience. Demonstrable experience leading a team of service desk agents preferably within a global technology organization. Workplace type : On-site Working

Roles and Responsibilities Design, develop, and implement ITSM solutions using ServiceNow platform. Collaborate with cross-functional teams to identify business requirements and design technical solutions. Develop custom workflows, business rules, and integrations to meet client needs. Troubleshoot issues related to CMDB management, HRSd implementation, GRC compliance, and Flow Designer configuration. Provide training and support to clients on servicenow tools such as ITIL v3/4 processes. Desired Candidate Profile 5-10 years of experience in IT Services & Consulting industry with expertise in ITSM/ITOM/HRSD/CMDB/GRC/ServiceNow development. Bachelor's degree in Engineering (B.Tech/B.E.) from a recognized university. Strong understanding of JavaScript programming language for developing custom scripts within ServiceNow platform.

Role & responsibilities: :- As an ITSM Consultant, you deliver critical implementation and operational support for enterprise software solutions, helping BMC clients maximize value and ensure platform stability. Strong experience in administering and configuring BMC ITSM modules Incident, Change, Problem, Request Management, Service Level Management. Hands-on experience in developing new applications on AR system or Innovation suite and customize out of the box BMC ITSM modules Worked on Integration between BMC ITSM and external system using WS, Rest APIs Handson experience in developing services and workflows in BMC Digital Workplace. Hands-on experience on CMDB common data model and asset management. Hands-on experience on creation and managing Normalization and Reconciliation Hands-on experience on CMDB On-boarding activities for new applications and CIs Hands-on experience on common integration tools or middleware (e.g., BMC Atrium Integrator, Atrium Spoon and SOAP/REST APIs) used to synchronize data with the CMDB. Troubleshooting and system tuning. Hands-on experience on SaaS and On Premises environment Good to have experience in designing dashboard and KPIs in BMC Helix Dashboard Preferred candidate profile Good hands-on experience on BMC Helix Ecosystem Comfortable to work from office Good Communication skills Interested candidates kindly share your resume on pooja.solanki@parseq.com

• Lead architectural design and end-to-end implementation of ServiceNow CSM, FSM, and Sales solutions. • Design scalable solutions leveraging ServiceNow's best practices, ensuring domain separation, security, and performance. • Collaborate with business stakeholders to gather requirements, define target architectures, and translate them into technical designs. • Design and oversee integrations between ServiceNow and CRMs , ERPs, and external vendor systems. • Define data models, service catalogs, workflows, virtual agent experiences, and customer/partner portals. • Guide development teams during implementation, ensuring alignment with architectural standards. • Evaluate new ServiceNow features and plugins and propose adoption plans. • Define governance frameworks and design principles for global implementations. • Ensure compliance with platform and security standards, and provide design authority in cross-functional reviews. •10+ years of hands-on ServiceNow experience, with specialization in at least two: CSM, FSM, or Sales CRM modules. • Proven experience as an architect on large-scale ServiceNow transformation projects. • Customer/Partner Portals and lead/opportunity lifecycle • Domain separation, security model, and scoped applications • Strong work experience with Flow Designer, IntegrationHub, REST/SOAP APIs, MID Servers. • Strong work experience in integrating with Custom portal and Portal, Angular JS, Java script and HTML, CSS • Deep understanding of ITOM/CMDB, Virtual Agent, and Performance Analytics as they apply to CSM/FSM. • Ability to lead technical workshops, create HLD/LLD documentation, and provide architectural governance. • Strong analytical and communication skills. • Experience mentoring ServiceNow developers and junior DeV. • Customer-oriented with a strong sense of ownership and accountability. • Ability to thrive in dynamic, fast-paced environments with multiple stakeholders.

About The Role Primary Skill (Technical Skill) - EUC/VDI Secondary Skill (at least one) - ManageEngine/Imaging/Mobility Experience Level - 4 - 8 Years Rates including mark up - 180K/M - 190K/M ? PATCHING & SOFTWARE DISTRIBUTION – MANAGEENGINE PLUS L2/L3 4-8 years of experience in Desktop engineering Background and experience in large distributed desktop estate Hands on experience in ManageEngine plus Hands on experience in Software distribution, Patch Management using ManageEngine Ability to handle end to end patch management process Knowledge on operating system deployment (OSD) ? Ability to resolve complex technical issues related to Software distribution and Patch management. Create custom scripts for gathering the inventory from clients. Test and release of applications and Patches using ManageEngine. Automation experience on Patch remediation. ? Ability to create power shell scripts. Experience on ManageEngine client remediation. Knowledge on Active Directory and group policies. SLA adherence for patch management Hands on experience on deploying out of band patches and achieving compliance within the agreed Service levels. Ability to generate custom reports using SQL queries. Should be able to set various access controls on the ManageEngine console, Managing the ManageEngine database and performance tuning Compliance reporting on patching Excellent communication and presentation skills ? Ability to interface with the customer and provide solutions Should be able to resolve the tasks escalated by L1 and L2 teams. Experience in incident change and release management processes Excellent troubleshooting skills Knowledge on ManageEngine Infrastructure is a must. Experience on Incident, Request, Change and problem management. Knowledge on ITIL processes. Good to have – Team lead experience Good to have – Certification in ManageEngine Good to have- ManageEngine Infrastructure knowledge Good to have - knowledge on MDT, Active directory and related components Mandatory Skills: ManageEngine ITOM. Experience3-5 Years. Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

About The Role Role Purpose The purpose of this role is to support delivery through development and deployment of tools. ? Do 1. Provide tool design, development and deployment support for the project delivery a. Interact with the internal project or client to understand the project requirement from a tool perspective b. Design the solution keeping in mind the tool requirements, current tools available as well as details on licenses required etc. c. Provide budget and timeline estimates for the tool development/ deployment as required d. For any new tool development, identify sources for development (internal or 3rd party) and work with the project managers on the development of the tool keeping in mind the production rollout timelines e. Conduct commercial discussions with the 3rd party vendors for licenses or tool development f. Conduct appropriate testing to ensure error free deployment of the tool on the project g. Ensure deployment of tool on time and within the estimated budget ? Deliver No. Performance Parameter Measure 1. Tool Development and deployment Quality of solution Timely development and within budget Timely deployment of tool Error free deployment ? ? Mandatory Skills: Software Asset Management. Experience5-8 Years. Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

? 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

About The Role Role Purpose The purpose of the role is to ensure high levels of customer service as per the contract and defined process and standards of the organization. ? Do - Ensure high levels of customer service through contract compliance and issue resolution - Ensure SLAs are met and exceeded in the account - Conduct day to day analysis of delivery of services in the account and monitor daily standard service requests - Ensure the company policies and procedures required to deliver high quality services to clients are applied and followed - Identify potential SLA misses and escalate them according to the defined procedure - Work closely with the delivery teams to identify the gaps and improve the process efficiency ? - Assist in planning and resolution of service incident problems by implementing corrective action plans as discussed - Collate data for the account with regards to the planning, design and improvement of services, including the investigation of all breaches of service level targets - Make recommendations to the Service Delivery Manager of translating repeated non-standard requests into a potential new service offering - Maintain close working relationships with relevant stakeholders to ensure all service-related issues are identified and reported on - Support the implementation of changes to the service agreement, including updating entries and communicating major changes to relevant stakeholders - Responsible for the SLA, Productivity, & Utilization metrics for the assigned account ? - Prepare timely and accurate MIS reports and dashboards as required by the stakeholders - Ensuring all reports & dashboards are prepared as per stakeholder requirements as per the desired frequency (weekly/ monthly/ quarterly) - Analyze recurring issues in an account and prepare incident reports for relevant stakeholders - Report on repeated service breaches to the delivery assurance manager, against defined SLAs and other contractual agreements - Report on compliance with regards to quality management, risk management, security policies and procedures - Track and follow up with relevant stakeholder for timely updation and data management of parameters (key SLA metrics such as run- rate etc.) - Generate account level reports (billable and non-billable) on forecasting, scheduling (both onshore and offshore) and performance against SLAs, CSAT, Quality etc. ? Deliver No. Performance Parameter Measure 1 Delivery Assurance for assigned accounts 1) CPM/KPI - count of met /not met against client defined goals; 2) Customer Escalations Closure, Reduction QoQ, ACSAT/NPS; 3) Margin Improvement - Defined/agreed x% improvement, if LOB trending below target & QoQ improvement of 1% for accounts meeting targets 4) Productivity Improvement - MeasuresTIO/TOF, Realization, Shrinkages; 5) Solution to deployment variation - % variation of resources from Solution to actual OPS 2 Reporting Quality of Analysis Zero errors in reports Zero non-conformance on timelines with respect to the client/ stakeholder requirements 3 Stakeholder Management Customized dashboards as per client and functional requirements Zero escalations on data reporting Zero non-conformance on security or compliance requirements Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

About The Role Role Purpose Experience in development of scripts, workflows, and flows on the ServiceNow platform to automate tasks and integrations. ServiceNow implementation experience in ITSM Provide software configuration and customization including, but not limited toscreen tailoring, workflow administration, report setup, data imports, integration, custom scripting and third-party software integrations. Develop and manage integrations between ServiceNow and third-party systems (REST, SOAP, orchestration, and other relevant methodologies). Perform integrations and process automation using ServiceNow Integration Hub. Identify, optimize, and automate manual IT business processes to deliver secure, scalable and reliable IT infrastructure. Proactively maintain knowledge and understanding of the latest ServiceNow features and product offerings. Build out scoped applications based on customer requirements. Experience in Integration Hub Self-motivated, creative problem-solver who can adapt to new technologies and evolving customer requirements. Ability to think strategically, strong attention to detail, and organization skills. Practical experience with agile methodologies/tools. Experience working in a customer focused environment Knowledge of AngularJS, AJAX, JSON, HTML, XML, CSS, REST and associated frameworks ? 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 NoPerformance ParameterMeasure1Operations of the towerSLA adherence Knowledge management CSAT/ Customer Experience Identification of risk issues and mitigation plans Knowledge management2New projectsTimely delivery Avoid unauthorised changes No formal escalations ? Mandatory Skills: ServiceNow Integrations and Automation. Experience5-8 Years. Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

About The Role 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 NoPerformance ParameterMeasure1Operations of the towerSLA adherence Knowledge management CSAT/ Customer Experience Identification of risk issues and mitigation plans Knowledge management2New projectsTimely delivery Avoid unauthorised changes No formal escalations ? Mandatory Skills: ServiceNow - IT Service Management. Experience5-8 Years. Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Wipro Limited (NYSEWIT, BSE507685, NSEWIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. About The Role _x000D_ Do RESPONSIBILITIES Ensure each and every Change is recorded and approved before implementation. Ensure Change are categorized and are approved as per the defined Process based on the Change category – Standard, Normal, Expedited, Emergency Convene and chair CAB meetings, circulate the MOM of the CABs Ensure no Unauthorized change is implemented which may potentially impact the Production Ensure Periodical audits in place as per Wipro and Customer process and the close the Audit-gaps in the agreed timelines. Report the Management on the agreed Change KPIs and ensure effective change communication in place Ensure Change implementation done as per the Implementation Plan with no manual errors through setting up 4-eye review for each of the Changes Ensures each of the Change is assigned with the Risk involved and ensure Wipro and Customer Processes are followed in case of High-risk / High-impact Changes Conduct Post Implementation Reviews and validate the change status against the defined Change success criterion Bring in Service improvements to improve the overall Process maturity ? _x000D_ KEY SKILLS AND COMPETENCIES 8-10 years of ITSM experience in Change and other processes ITIL V3 / 2011 Foundation or Intermediate certification Capable to collaborate with Multiple Technical towers, face the Customer, coordinate with the Vendors Effective Communication skills ? _x000D_ ? _x000D_ ? _x000D_ Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Wipro Limited (NYSEWIT, BSE507685, NSEWIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. About The Role _x000D_ Development experience in Servicenow Strong hands on experience in ITSM, ITOM, Years of experience - 7+ Years, Work location - BANG, HYD, PUNE, CHENN Rates including mark up - 130K/M - 150K/M ? _x000D_ 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 ? _x000D_ 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 ? _x000D_ 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 ? _x000D_ 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 Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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 Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal Technology Solutions Group, BU Teams, Different Infrastructure teams Understanding requirements, planning and status updates, maintenance and back up, issue resolution etc. IRMC, QA Guidance on risk mitigation and quality standards External Clients Understanding requirements, planning and status updates, maintenance and back up, issue resolution etc. Vendors/ Manufacturers Development and deployment of platforms, applications, databases etc. Display Lists the competencies required to perform this role effectively Functional Competencies/ Skill Technical Knowledge - Knowledge of own tower (platform, application, database etc) - Expert Domain Knowledge - Understanding of IT industry and its trends - Competent to Expert Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. Expert Applies the competency in all situations and is serves as a guide to others as well. Master Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization. Behavioral Competencies Managing Complexity Client centricity Execution Excellence Passion for Results Team Management Stakeholder Management 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

Wipro Limited (NYSE:WIT, BSE:507685, NSE:WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. About The Role : Role Purpose The purpose of the role 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 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 clients network/ server/ system/ storage/ platform/ infrastructure and other equipments 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 NoPerformance ParameterMeasure1 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Reinvent your world.We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Wipro Limited (NYSE:WIT, BSE:507685, NSE:WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. About The Role : Role Purpose The purpose of the role 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 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 clients network/ server/ system/ storage/ platform/ infrastructure and other equipments 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 NoPerformance ParameterMeasure1. 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Reinvent your world.We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Wipro Limited (NYSE:WIT, BSE:507685, NSE:WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. Long Description 12-Hour Shifts:4:30 AM to 4:30 PM. Rotation Schedule:Two-night shifts, followed by one day off, then two morning shifts, and three days off. This results in an average of 15 to 16 working days per month. Flexibility:Must be willing to work from the office if required. Leave Policy:No formal vacation policy due to 24x7 NOC operations. Employees must arrange shift swaps with team members to take time off. In case of emergencies during a shift, employees cannot leave until a backup is available. A minimum of two years of experience is required. About The Role : Role Purpose The purpose of the role 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 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 clients network/ server/ system/ storage/ platform/ infrastructure and other equipments 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 NoPerformance ParameterMeasure1. 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Reinvent your world.We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

? 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