9282 Technical Lead Jobs - Page 34

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 Mandatory Skills: JAX-RS - Java API- RESTful Web Services. Experience5-8 Years.

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

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 Mandatory Skills: Salesforce App Building. Experience5-8 Years.

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 Mandatory Skills: DataBricks - Data Engineering. Experience5-8 Years.

Role: The purpose of this role is to be responsible for configurating and maintaining the software and other technological aspects of the project being run for the Wipro client DO : - Provide assistance in configuration of applications based on client requirements - Collate configuration requirements from the functions/ BUs/ SLs and obtain approval from business owners - Plan and execute assigned configuration tasks within deadlines - Provide system configuration support based on changing business needs - Assist in system analysis, design, development, and testing activities - Provide support in developing, implementing and testing patch releases and system upgrades - Maintenance of the configuration archive and its upkeep - 100% compliance to configuration standards and procedures - Make changes to existing configuration processes as per the client requirements and maintain proper documentation/ log - Analyze and resolve configuration issues in a timely manner - MIS Management, Reporting & Backend Support - Preparation of Daily, Monthly status report on certain configuration parameters as required by the client & stakeholders - Documentation & reporting as per the client need on configuration standards - Issue resolution in minimum time possible with respect to any modification or change requested by the client Deliver 1. Continuous Integration, Deployment 100% error free on boarding & implementation, throughput %, Adherence to the schedule 2. Quality & CSAT On-Time Delivery, Troubleshoot queries Customer experience, completion of assigned certifications for skill upgradation Mandatory Skills: Oracle Financials Cloud Accounts Payable. Experience5-8 Years.

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 Mandatory Skills: Fullstack MERN. Experience5-8 Years.

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: BY Warehouse management System. Experience8-10 Years.

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: Institutional Compliance. Experience8-10 Years.

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 Mandatory Skills: Technology (Alight IT). Experience5-8 Years.

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 clients business strategy, including industry and competitive positioning and strategic direction Develops solutions and services to suit clients 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. Experience8-10 Years.

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 Mandatory Skills: Oracle Integration Cloud Service. Experience5-8 Years.

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 Mandatory Skills: SAP Datasphere. Experience5-8 Years.

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 Mandatory Skills: Windows Platform Test Automation. Experience5-8 Years.

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 Mandatory Skills: SDET. Experience5-8 Years.

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 Mandatory Skills: Mainframe. Experience5-8 Years.

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 Mandatory Skills: Spring Boot. Experience5-8 Years.

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 Mandatory Skills: Oracle PaaS Cloud Architect. Experience5-8 Years.

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 Mandatory Skills: Security Assurance Engineering. Experience5-8 Years.

Role: The purpose of this role is to be responsible for configurating and maintaining the software and other technological aspects of the project being run for the Wipro client DO : - Provide assistance in configuration of applications based on client requirements - Collate configuration requirements from the functions/ BUs/ SLs and obtain approval from business owners - Plan and execute assigned configuration tasks within deadlines - Provide system configuration support based on changing business needs - Assist in system analysis, design, development, and testing activities - Provide support in developing, implementing and testing patch releases and system upgrades - Maintenance of the configuration archive and its upkeep - 100% compliance to configuration standards and procedures - Make changes to existing configuration processes as per the client requirements and maintain proper documentation/ log - Analyze and resolve configuration issues in a timely manner - MIS Management, Reporting & Backend Support - Preparation of Daily, Monthly status report on certain configuration parameters as required by the client & stakeholders - Documentation & reporting as per the client need on configuration standards - Issue resolution in minimum time possible with respect to any modification or change requested by the client Deliver 1. Continuous Integration, Deployment 100% error free on boarding & implementation, throughput %, Adherence to the schedule 2. Quality & CSAT On-Time Delivery, Troubleshoot queries Customer experience, completion of assigned certifications for skill upgradation Mandatory Skills: Microsoft Identity Manager. Experience3-5 Years.

Role Purpose The purpose of this role is to design, test and maintain software programs for operating systems or applications which needs to be deployed at a client end and ensure its meet 100% quality assurance parameters 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 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 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 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 Mandatory Skills: AS400. Experience5-8 Years.

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 Mandatory Skills: Performance Testing. Experience5-8 Years.

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 Mandatory Skills: Salesforce Platform Development. Experience5-8 Years.

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

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 clients business strategy, including industry and competitive positioning and strategic direction Develops solutions and services to suit clients 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: Murex. Experience8-10 Years.

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 Mandatory Skills: Oracle Apps Technical. Experience5-8 Years.