Middleware Admin

Wipro Limited is a leading technology services and consulting company dedicated to creating innovative solutions that cater to clients" most intricate digital transformation requirements. With a workforce of over 230,000 employees and business partners spread across 65 countries, Wipro is committed to helping customers, colleagues, and communities thrive in an ever-evolving world. Role Purpose As a Production Specialist at Wipro, your role is crucial in supporting process delivery by ensuring the daily performance of the team, resolving technical escalations, and enhancing technical capabilities within the team. Responsibilities - Oversee and support processes by reviewing daily transactions based on performance parameters. - Review the performance dashboard and scores of the team to ensure optimal performance. - Provide technical support and process guidance to help improve performance parameters. - Record, track, and document all queries received, along with the steps taken to resolve them. - Ensure adherence to standard processes and procedures to address client queries. - Resolve client queries within the defined SLAs. - Develop a deep understanding of processes/products to facilitate better client interaction and troubleshooting. - Analyze call logs to identify common trends and prevent future issues. - Escalate serious client issues to the Team Leader when necessary. - Ensure all necessary product information and disclosures are provided to clients. - Handle technical escalations effectively by diagnosing and troubleshooting client queries. - Resolve technical roadblocks and escalations as per SLA and quality requirements. - Escalate unresolved issues in a timely manner. - Mentor and guide Production Specialists to enhance technical knowledge. - Conduct trainings to bridge skill gaps and maintain superior customer service levels. - Stay updated on product features, changes, and updates through regular trainings. - Participate in self-learning opportunities to enhance job knowledge and skills. Performance Parameters - Process: Number of cases resolved per day, compliance to process and quality standards, meeting SLAs, Pulse score, Customer feedback. - Team Management: Productivity, efficiency, absenteeism. - Capability Development: Triages completed, Technical Test performance. Mandatory Skills: Weblogic App Server Experience: 5-8 Years Wipro is on a journey to reinvent itself and is looking for individuals who are inspired by reinvention, driven by purpose, and empowered to evolve constantly. Join Wipro to realize your ambitions and be a part of a business that encourages reinvention and personal growth. Applications from people with disabilities are encouraged and welcomed.,