Middleware Support

Wipro Limited is a leading technology services and consulting company committed to developing 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 aims to assist customers, colleagues, and communities in flourishing in an ever-evolving world. The role's purpose is to ensure the efficient performance of Production Specialists, handle technical escalations, and enhance technical capabilities within the team. As part of your responsibilities: - Review daily transactions to monitor performance parameters and scores. - Offer technical support and guidance to enhance team performance. - Document all queries received, along with problem-solving steps and resolutions. - Ensure adherence to standard processes and procedures for resolving client queries. - Address client issues within defined SLAs and escalate serious matters when necessary. - Develop team members" understanding of processes/products for improved client interactions. - Analyze call logs to identify recurring trends and prevent future issues. - Handle technical escalations by diagnosing and troubleshooting client queries effectively. - Provide product support and resolutions to clients in a professional manner. - Mentor Production Specialists to improve technical knowledge and operational excellence. - Conduct training sessions to bridge skill gaps and ensure superior customer service levels. - Stay updated with product features, changes, and updates through relevant training sessions. Performance Parameters for evaluation include the number of cases resolved per day, compliance with quality standards, productivity, efficiency, and completion of technical tests. The mandatory skill required for this role is expertise in Weblogic App Server, with an experience range of 5-8 years. Wipro is on a journey of reinvention, seeking individuals who are inspired by continuous self-evolution and reinvention. Join a purpose-driven business that empowers you to shape your own reinvention and realize your ambitions. Applications from individuals with disabilities are encouraged.,