64641 Jobs in Mumbai - Page 37

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 support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance 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 the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance

About The Role 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 NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Investment Banking(CLM). Experience1-3 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 Consultants are expected to complete specific tasks as part of a consulting project with minimal supervision. They will start to build a core areas of expertise and will contribute to client projects typically involving in-depth analysis, research, supporting solution development and being a successful communicator. The Consultant must achieve high personal billability. Do Consulting Execution An ambassador for the Wipro tenets and values Work stream leader or equivalent and coordinates small teams Receives great feedback from the client Client focused and tenacious in approach to solving client issues and achieving client objectives Organises work competently and ensures timeliness and quality of deliverables Has well grounded understanding of best practice in given area and industry knowledge, and can apply this under supervision Develops strong working relationships with team and client staff Business development Ensures high levels of individual utilisation achievement in line with the levels expected as part of the goal setting process Sells self by creating extensions to current assignments and demand on new assignments based on track record and reputation Understands Wipro's core service and consulting offering Builds relationships with client peers and provides required intelligence/insights to solve clients business problems Identifies sales leads and extension opportunities Anchors market research activities in chosen area of work Thought Leadership Develops insight into chosen industry and technology trends Contributes to team thought leadership Ensures a track record is written up of own assignment and, where appropriate, ensures it is written up as a case study Contribution to Practice/Wipro Continually delivers all Wipro admin in a timely manner (timesheets, appraisals expenses, etc.,) Demonstrates contribution to internal initiatives Contributes to the IP and knowledge management of Wipro and GCG and ensures its availability on the central knowledge management repository or Wipro and GCG Leverages tools, methods, assets, information sources, and IP available within the knowledge management platform Engages with other consulting and delivery teams to enhance collaboration and growth and is part of the Wipro 'Communities' activities Proactively participates in initiatives and suggests ideas for practice development Makes use of common methods and tools which are proven to work Develops process assets and other reusable artefacts based on learnings from projects Proactively participates in and suggests ideas for practice development initiatives Shares knowledge within the team and networks effectively with SMEs to bolster understanding and build skills Deliver Strategic Objectives Parameter Description Measure (Select relevant measures/ modify measures after speaking to your Manager) Deliver growth in consulting revenues Support business performance for direct consulting against relevant quarterly/annual targets Improve quality of consulting by flawless delivery of transformation engagements % of Personal Utilisation Achievement (against target) No. of RFI/RFPs responses supported No. of transformation engagements delivered No. of referenceable clients, testimonials Average CSAT, PCSAT across projects Generate Impact Enable pull through business/ impact for Wipro through front end consulting engagements/deal pursuit/client relationships Number and value of downstream opportunities identified for GCG and larger Wipro Grow market positioning Lead/actively contribute to the development of thought leadership/offerings/assets for the practice to support business growth Eminence and thought leadership demonstrated through content, citations and testimonials Contributions to white papers/POVs/assets such as Repeatable IP, Frameworks & Methods Number of ideas generated and active contribution to the development of new consulting offerings/solutions/assets Provide consulting leadership to accounts Support GCG Account Lead/Account team to grow consulting service portfolio Number & $ value of consulting deals in the account supported Grow the consulting talent Grow skills and capabilities to deliver consulting engagements in new industries, business themes, frameworks, technologies Self Development - Min 32 hrs on training in a year. Combination of online and classroom on new industries, new business themes, new technologies, new frameworks, etc. Build the consulting community Individual contribution to People Development and Collaboration Effectiveness Distinct participation in and demonstration of: Collaboration across GCG - through the contribution to cross-practice offerings, sharing of best practices/industrial/technological expertise, consulting community initiatives Knowledge Management - Number of Assets owned and contributed to Consulting Central

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

About The Role Do Excellent communication skills Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills. Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies. Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support Answer incoming calls and respond to customer’s emails in timely manner. Manage and resolve customer complaints. Identify and escalate issues to supervisors as and when needed. Provide product and service information to customers. Research required information using available resources and Offer Solution to customers. Research, identify, and resolve customer complaints using applicable software. Route calls and tickets to appropriate resources and Domains who can best support he user, Document all call information according to standard operating procedures. Recognize, document, and alert the management team of trends in customer calls. Create SOPs for new Issues and resolution given. Complete call logs and reports. ? ? ? ? Mandatory Skills: Desktop Support. 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.

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_ Role Purpose The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives ? _x000D_ Do 1. Be responsible for primary user support and customer service a. Respond to queries from all calls, portal, emails, chats from the client b. Become familiar with each client and their respective applications/ processes c. Learn fundamental operations of commonly-used software, hardware and other equipment d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework 2. Regular MIS & resolution log management on queries raised a. Record events and problems and their resolution in logs b. Follow-up and update customer status and information c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team d. Identify and suggest improvements on processes, procedures etc ? _x000D_ Deliver No Performance Parameter Measure 1 Service Desk Delivery Adherence to TAT, SLA as per SoW Minimal Escalation Customer Experience 2 Personal Attendance Documentation etc ? _x000D_ ? _x000D_ Mandatory Skills: TIS Service Desk_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.

About The Role Role Purpose The Configuration co-ordinator is focused on managing and maintaining the Configuration Management System and the Configuration Management Database (CMDB). The Configuration Management co-ordinator watches over the integrity of the CMDB and associated libraries. As an assistant to the Configuration Management Process Manager they report directly to him. ? Do The roles and responsibilities defined below indicate the co-ordinator as well as the configuration managers roles, rolled into one. The Configuration Manager is responsible for maintaining information about Configuration Items required in delivering IT services. Maintains a logical model, containing the components of the IT infrastructure (CIs) and their associations. Ensuring that all CI’s are accurately registered Interfacing with other support organizations to ensure the effective use of the CMDB and Configuration Management System Maintaining and recommending improvements to facilitate effective use and integrity of the CMDB Creating reports and analyses the CMDB when requested by the Configuration Manager Ensuring that CI Owners maintain adequate Configuration Management process disciplines and systems for the CIs they own Ensuring that authorized procedures and work practices are followed Own the SACM process end to end Make sure all changes to the CIs and the CMS are controlled, audited and reported Make sure the CMS is up-to-date Define the naming conventions for the CIs Own the CMS All updates to the CMS go through the Configuration Manager Take control of both the software and hardware CIs Control of all assets and liaison with the procurement team is one of the key responsibilities Define the asset disposal policy along with the customer Work closely with the change and release team to make sure the CMS is up-to-date Conduct scheduled and also ad hoc audits of the CIs Define an audit policy and audit process covering local as well as remote CIs Handle discrepancies resulting out of the audits Maintain libraries or other storage areas to hold CIs Safeguard the integrity of the logic of the CMDB and associated libraries ? Configuration Librarian in particular will be responsible for the following activities Supervise and control receipt, identification, storage and withdrawal of all supported CIs Supervise the functional design and support of the CMDB and associated libraries Assist in the identification of products and CIs Maintain and provide information on the status of CIs Number, record, store and distribute Configuration Management issues Record the receipt of authorized new or revised configurations and archive superseded configurations to the appropriate library Hold master copies of documents, software, etc. Notify holders of any changes to their products or CIs Assist in conducting audits ? KEY SKILLS AND COMPETENCIES Good analytic and decision-making skills. Good communication skills. Good presentation skills. Must have conflict resolution abilities. Technical background with demonstrated skills in at least one or multiple IT technologies / disciplines IT hardware and Software setup, management and troubleshooting capabilities Configuration Management experience on document control, source code management, and Defect Management tools Should be able to create a CMDB repository Should have understanding of the software development lifecycle Experience of working in a multi-site environment Extensive experience with SCM tools and with build automation software ? Mandatory Skills: ITIL - IT Hardware Asset Management. 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 the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1. Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2. Team Management, Productivity, efficiency, absenteeism 3.Capability developmentTriages completed, Technical Test performance

About The Role 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 NoPerformance ParameterMeasure1. 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails ? ? Mandatory Skills: Finacle customization version 7. Experience1-3 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: Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar with each client and their respective applications/ processes Learn fundamental operations of commonly-used software, hardware and other equipment Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework Regular MIS & resolution log management on queries raised Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback, suggestions, escalations by customers to the appropriate internal team Identify and suggest improvements on processes, procedures etc.

About The Role : Role: The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro??s Service Desk objectives Do: Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar with each client and their respective applications/ processes Learn fundamental operations of commonly-used software, hardware and other equipment Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework Regular MIS & resolution log management on queries raised Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback, suggestions, escalations by customers to the appropriate internal team Identify and suggest improvements on processes, procedures etc.

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 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 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 (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 Role Purpose The role incumbent is focused on implementation of roadmaps for business process analysis, data analysis, diagnosis of gaps, business requirements & functional definitions, best practices application, meeting facilitation, and contributes to project planning. Consultants are expected to contribute to solution building for the client & practice. The role holder can handle higher scale and complexity compared to a Consultant profile and is more proactive in client interactions. ? Do Assumes responsibilities as the main client contact leading engagement w/ 10-20% support from Consulting & Client Partners. Develops, assesses, and validates a client’s business strategy, including industry and competitive positioning and strategic direction Develops solutions and services to suit client’s business strategy Estimates scope and liability for delivery of the end product/solution Seeks opportunities to develop revenue in existing and new areas Leads an engagement and oversees others’ contributions at a customer end, such that customer expectations are met or exceeded. Drives Proposal creation and presales activities for the engagement; new accounts Contributes towards the development of practice policies, procedures, frameworks etc. Guides less experienced team members in delivering solutions. Leads efforts towards building go-to-market/ off the shelf / point solutions and process smethodologies for reuse Creates reusable IP from managed projects ? ? ? Mandatory Skills: Finacle customization version 7. 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.

? Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements

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 Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. ? Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements ? Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s ? Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks ? Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance 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 the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance

About The Role Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. ? Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements ? Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s ? Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks ? Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance

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 Role Purpose The purpose of this role is to provide solutions and bridge the gap between technology and business know-how to deliver any client solution ? Do 1. Bridging the gap between project and support teams through techno-functional expertise For a new business implementation project, drive the end to end process from business requirement management to integration & configuration and production deployment Check the feasibility of the new change requirements and provide optimal solution to the client with clear timelines Provide techno-functional solution support for all the new business implementations while building the entire system from the scratch Support the solutioning team from architectural design, coding, testing and implementation Understand the functional design as well as technical design and architecture to be implemented on the ERP system Customize, extend, modify, localize or integrate to the existing product by virtue of coding, testing & production Implement the business processes, requirements and the underlying ERP technology to translate them into ERP solutions Write code as per the developmental standards to decide upon the implementation methodology Provide product support and maintenance to the clients for a specific ERP solution and resolve the day to day queries/ technical problems which may arise Create and deploy automation tools/ solutions to ensure process optimization and increase in efficiency Sink between technical and functional requirements of the project and provide solutioning/ advise to the client or internal teams accordingly Support on-site manager with the necessary details wrt any change and off-site support ? 2. Skill upgradation and competency building Clear wipro exams and internal certifications from time to time to upgrade the skills Attend trainings, seminars to sharpen the knowledge in functional/ technical domain Write papers, articles, case studies and publish them on the intranet ? Deliver No. Performance Parameter Measure 1. Contribution to customer projects Quality, SLA, ETA, no. of tickets resolved, problem solved, # of change requests implemented, zero customer escalation, CSAT 2. Automation Process optimization, reduction in process/ steps, reduction in no. of tickets raised 3. Skill upgradation # of trainings & certifications completed, # of papers, articles written in a quarter ? Mandatory Skills: Selenium. 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 Role Purpose The purpose of this role is to prepare test cases and perform testing of the product/ platform/ solution to be deployed at a client end and ensure its meet 100% quality assurance parameters. ? Do Instrumental in understanding the test requirements and test case design of the product Authoring test planning with appropriate knowledge on business requirements and corresponding testable requirements Implementation of Wipro's way of testing using Model based testing and achieving efficient way of test generation Ensuring the test cases are peer reviewed and achieving less rework Work with development team to identify and capture test cases, ensure version Setting the criteria, parameters, scope/out-scope of testing and involve in UAT (User Acceptance Testing) Automate the test life cycle process at the appropriate stages through vb macros, scheduling, GUI automation etc To design and execute the automation framework and reporting Develop and automate tests for software validation by setting up of test environments, designing test plans, developing test cases/scenarios/usage cases, and executing these cases Ensure the test defects raised are as per the norm defined for project / program / account with clear description and replication patterns Detect bug issues and prepare file defect reports and report test progress No instances of rejection / slippage of delivered work items and they are within the Wipro / Customer SLA's and norms Design and timely release of test status dashboard at the end of every cycle test execution to the stake holders Providing feedback on usability and serviceability, trace the result to quality risk and report it to concerned stakeholders ? Status Reporting and Customer Focus on an ongoing basis with respect to testing and its execution Ensure good quality of interaction with customer w.r.t. e-mail content, fault report tracking, voice calls, business etiquette etc On time deliveries - WSRs, Test execution report and relevant dashboard updates in Test management repository Updates of accurate efforts in eCube, TMS and other project related trackers Timely Response to customer requests and no instances of complaints either internally or externally ? NoPerformance ParameterMeasure1Understanding the test requirements and test case design of the productEnsure error free testing solutions, minimum process exceptions, 100% SLA compliance, # of automation done using VB, macros2Execute test cases and reportingTesting efficiency & quality, On-Time Delivery, Troubleshoot queries within TAT, CSAT score ? Mandatory Skills: Selenium. 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 ensure compliance and quality of the process within an account. Do Track and review the process quality through audits Develop audit plan as per SOP and allocate reviews to the analysts Monitor to ensure that the audits are being conducted as per plan Review the audit data across the account to review the account performance on quality parameters, identify the error trends Prepare reports for review for the internal leadership as well as client Identify the best practices and work with the delivery team to deploy for improvement Ensure compliance part of the process by front-ending with the external auditors CMMIE or any onsite audits, coordinating with the internal teams and working with SDH and AH to develop SOPs and compliance registers as required for the audits. Drive training within the account to ensure process quality is maintained Conduct Root Cause Analysis of the errors to identify the training intervention to bridge the gap conduct monthly trainings based on the error types identified in the process audits Deploy various training methods (classroom based, web based etc) to develop the skill and reduce error rates Develop the training reports and share with the key stakeholders including the client twice a week. Support the incoming new process For an existing client, support the any new process addition by ensuring online process training is conducted for the agents, agents have the necessary skill and access is granted to them on applications required For any new process outside the account, support the team in identifying the skill, availability of skill within DOP or avenues for upskilling the team to support the new process Effective Team Management Resourcing 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 Deliver No.Performance ParameterMeasure 1.Process Performance Meet quality parameters in the account Trainings conducted Timeliness in reporting 2.ComplianceAudit reports Compliance in audits 3.Team ManagementTeam attrition %, Employee satisfaction score

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_ Role Purpose The role incumbent is focused on implementation of roadmaps for business process analysis, data analysis, diagnosis of gaps, business requirements & functional definitions, best practices application, meeting facilitation, and contributes to project planning. Consultants are expected to contribute to solution building for the client & practice. The role holder can handle higher scale and complexity compared to a Consultant profile and is more proactive in client interactions. ? _x000D_ Do Assumes responsibilities as the main client contact leading engagement w/ 10-20% support from Consulting & Client Partners. Develops, assesses, and validates a client’s business strategy, including industry and competitive positioning and strategic direction Develops solutions and services to suit client’s business strategy Estimates scope and liability for delivery of the end product/solution Seeks opportunities to develop revenue in existing and new areas Leads an engagement and oversees others’ contributions at a customer end, such that customer expectations are met or exceeded. Drives Proposal creation and presales activities for the engagement; new accounts Contributes towards the development of practice policies, procedures, frameworks etc. Guides less experienced team members in delivering solutions. Leads efforts towards building go-to-market/ off the shelf / point solutions and process smethodologies for reuse Creates reusable IP from managed projects ? _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.

Responsibilities Administration and Management of Wipro LAN & WAN (Network Domain) across globe as a part of Global Network Project Implementation Team based on the Projects assigned. Implementation and configuration of Network devices which consists of Routers, Switches, NMS Tools & Wifi Devices from different manufacturers (Mainly Cisco & some cases Avaya / Brocade, etc.). Configure / Implement Network Devices as per the hardening Guidelines & as per particular Project requirement. Troubleshoot Network & Security related problems in a particular Project based on the Project scope defined. Implementation of Network Infrastructure for new Offshore Development Centers (ODC) with appropriate security levels and redundancy as per the ODC requirements. Implementation of Network Infrastructure for new Enterprise Projects with appropriate security levels and redundancy. Implement ODC setups with connectivity varying from MPLS Connectivity, Client to site VPN, Site to Site VPN (Router based). Handle implementations in project movements within Wipro locations, Point to point link establishment, Network infra for new Wipro locations including LAN/WAN/Internet Architecture etc. Coordination with ISP, clients and onsite technical teams for P2P, MPLS, VPN and other links for new implementations and troubleshooting connectivity issues. Validating the technical feasibility of the network design plans for customer/Enterprise networks submitted by the design team and provide appropriate suggestions as required. Knowledge & exposure on (not limited to) NMS Tools, Routing Protocols such as OSPF, BGP, etc., MPLS Configuration (VRF Config), Switching Protocols, STP, QoS, etc. Execute the implementation per the standard ISO (20000 & 27001) and Wipro IRMC guidelines following incident, change and capacity management procedures followed in Wipro. CCNP Equivalent Certifications with around 5 years experience. Should be able to Multitask & involve in multiple projects at a time. Take lead and participate in S0 calls and Outages till resolution

Min 1-1.5 yrs. of experience on Avaya voice Platform. 24 * 7 support Monitoring and providing break fix services to DHL offices in Chennai. Configuration of extension and Agent ID. Knowledge on Avaya Command lines to monitor Trunk status, PRI lines or Avaya devices. Should know how to take trace. Providing technical support to end user on Avaya and related queries. Should be well experienced on Avaya IP phones installation, configuration and troubleshooting. Should familiar with Avaya Phone configuration techniques. Should have hands on experienced on Avaya software such as 1x telecommuter or any other soft phone techniques. Should have the knowledge on vector, VDN and announcement. Should know the ACM ( Avaya Communication Manager) and Gateway function in detail. Troubleshooting, logging calls for L2 incidents follow up with Service provider until closure of incident. Hands on experienced on Avaya dialer techniques, Skype, Audio code etc Coordination with Malaysia and purge team ( DHL ITS team) for L2/ L3 support. Monitoring of Trunk Monitor of PRI lines ( MTNL, BSNL, TATA, BSNL, MTNL, Reliance, Airtel etc. Attending to monitor and breakdown calls of PRI/ BRI leased line at L1 level & follow up with service provider. Work with internal & external stakeholders to address the incident. Familiar with service desk ticketing application. Vendor management. Managing end-to-end user queries related to Avaya and related device. Reasonable English Ability to work in window of 8am to 8 pm. ( 9hrs rotational shift) Ready to work 6 days week Readiness to work on week offs sometimes on need basis Avaya voice skills experience is a must Client interview to happen post which position shall be closed Candidate worked on call center environment will be right fit for the requirement. Candidate from VIS network and AGC Company will be preferred. 1) 24*7 support Availability; 8* 8 Support; 9 hours working Monday to Saturday; Rotational shift except Night 2) Monitoring and providing break fix services to DHL offices in Chennai. 3) Knowledge on Avaya Command lines to monitor Trunk status, PRI lines or Avaya devices. 4) Providing technical support to end user on Avaya and related queries. 5) familiar with Avaya Phone configuration techniques and have the knowledge on vector, VDN and announcement. 6) L2 incidents follow up with Service provider until closure of incident. 7) Hands on experienced on Ameyo dialer techniques, Skype, Audio code etc 8) Coordination with Malaysia and purge team ( DHL ITS team) for L2/ L3 support. 9) Monitoring of Trunk and PRI lines ( MTNL, BSNL, TATA, BSNL, MTNL, Reliance, Airtel etc. 10)Work with internal & external stakeholders to address the incident. 11)Familiar with service desk ticketing application. 12)Vendor management. 13)Managing end-to-end user queries related to Avaya, Audio, Ameyo dialer and related device. 14)Good English 15)Ability to work in window of 9am to 6 pm. ( 9hrs rotational shift) 16)Ready to work 6 days week 17)Readiness to work on week offs sometimes on need basis

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