Large

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 250,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.

Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.

Technology

Wipro

You should be a graduate with 1-3 years in telecom/networking, order management, basic project coordination, and troubleshooting skills. Availability for 24/7 shifts, including weekends, is essential.

You will monitor project timelines, coordinate with suppliers, track material, generate status reports, interface with customers, and ensure site work progresses as promised.

Customer Relations

Pune

* Monitoring of projects from inception stage with respect to timelines, system detailing and quality. * Coordination with supplier and End 2End Tracking of material. * Generating weekly/monthly reports required for project status. * Interface with customer and supplier. * Tracking progress of work at site and ensure delivery as per commitments to the customer. Critical Competencies:- * Clear commitment towards project schedules and deliverables from inception to on time delivery. * Working skills in project management related tools. * Customer Centricity & coordination skills * Effective communication skills (Verbal & Written) Roles & Responsibilities: * Monitoring of projects from inception stage with respect to timelines, system detailing and quality. * Coordination with supplier and End 2End Tracking of material. * Generating weekly/monthly reports required for project status. * Interface with customer and supplier. * Tracking progress of work at site and ensure delivery as per commitments to the customer. Critical Competencies:- * Clear commitment towards project schedules and deliverables from inception to on time delivery. * Working skills in project management related tools. * Customer Centricity & coordination skills * Effective communication skills (Verbal & Written) Qualifications: 24x7 as per ROTA , Yes there will be weekend workingGraduate12 to 36 monthsBasic Knowledge of Telecom / Networking Order Management(Comms) Basic Understanding of Telecom (Lines, Switch & Routers). Basic Understanding of Project management activities. Basic Understanding of co-ordinating telecommunication systems installation projects and deliveres. Basic Understanding of RTT and Migration activities. Sound troubleshooting Skills.

 * Monitoring of projects from inception stage with respect to timelines, system detailing and quality. * Coordination with supplier and End 2End Tracking of material. * Generating weekly/monthly reports required for project status. * Interface with customer and supplier. * Tracking progress of work at site and ensure delivery as per commitments to the customer.      Critical Competencies:- * Clear commitment towards project schedules and deliverables from inception to on time delivery. * Working skills in project management related tools. * Customer Centricity & coordination skills * Effective communication skills (Verbal & Written)      Roles & Responsibilities: * Monitoring of projects from inception stage with respect to timelines, system detailing and quality. * Coordination with supplier and End 2End Tracking of material. * Generating weekly/monthly reports required for project status. * Interface with customer and supplier. * Tracking progress of work at site and ensure delivery as per commitments to the customer.      Critical Competencies:- * Clear commitment towards project schedules and deliverables from inception to on time delivery. * Working skills in project management related tools. * Customer Centricity & coordination skills * Effective communication skills (Verbal & Written)      Qualifications:24x7 as per ROTA , Yes there will be weekend workingGraduate12 to 36 monthsBasic Knowledge of Telecom / NetworkingOrder Management(Comms)Basic Understanding of Telecom (Lines, Switch & Routers).Basic Understanding of Project management activities.Basic Understanding of co-ordinating telecommunication systems installation projects and deliveres.Basic Understanding of RTT and Migration activities.Sound troubleshooting Skills.

Project Coordinator - Wipro

&lt;ul&gt;&lt;li&gt;Monitoring of projects from inception stage with respect to timelines, system detailing and quality.&lt;/li&gt;&lt;li&gt; Coordination with supplier and End 2End Tracking of material.&lt;/li&gt;&lt;li&gt; Generating weekly/monthly reports required for project status.&lt;/li&gt;&lt;li&gt; Interface with customer and supplier.&lt;/li&gt;&lt;li&gt; Tracking progress of work at site and ensure delivery as per commitments to the customer.&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;Critical Competencies:-&lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt; Clear commitment towards project schedules and deliverables from inception to on time delivery.&lt;/li&gt;&lt;li&gt; Working skills in project management related tools.&lt;/li&gt;&lt;li&gt; Customer Centricity &amp;amp; coordination skills&lt;/li&gt;&lt;li&gt; Effective communication skills (Verbal &amp;amp; Written)&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;Roles &amp;amp; Responsibilities:&lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt; Monitoring of projects from inception stage with respect to timelines, system detailing and quality.&lt;/li&gt;&lt;li&gt; Coordination with supplier and End 2End Tracking of material.&lt;/li&gt;&lt;li&gt; Generating weekly/monthly reports required for project status.&lt;/li&gt;&lt;li&gt; Interface with customer and supplier.&lt;/li&gt;&lt;li&gt; Tracking progress of work at site and ensure delivery as per commitments to the customer.&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;Critical Competencies:-&lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt; Clear commitment towards project schedules and deliverables from inception to on time delivery.&lt;/li&gt;&lt;li&gt; Working skills in project management related tools.&lt;/li&gt;&lt;li&gt; Customer Centricity &amp;amp; coordination skills&lt;/li&gt;&lt;li&gt; Effective communication skills (Verbal &amp;amp; Written)&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;Qualifications:&lt;br&gt;&lt;br&gt;24x7 as per ROTA , Yes there will be weekend workingGraduate12 to 36 monthsBasic Knowledge of Telecom / Networking&lt;br&gt;&lt;br&gt;Order Management(Comms)&lt;br&gt;&lt;br&gt;Basic Understanding of Telecom (Lines, Switch &amp;amp; Routers).&lt;br&gt;&lt;br&gt;Basic Understanding of Project management activities.&lt;br&gt;&lt;br&gt;Basic Understanding of co-ordinating telecommunication systems installation projects and deliveres.&lt;br&gt;&lt;br&gt;Basic Understanding of RTT and Migration activities.&lt;br&gt;&lt;br&gt;Sound troubleshooting Skills.

Project Coordinator

You must manage transactions, resolve client queries via calls/emails, document interactions, maintain knowledge bases, and ensure excellent customer service while adhering to SLAs.

You will manage client inquiries via calls and emails, document issues, resolve queries per SLAs, update knowledge bases, provide product support, and maintain customer records while ensuring excellent service.

IT & Cybersecurity

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 Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal Team Leaders Performance review HR Hiring and employee engagement and retention Training Team Capability development Technical Lead Training, issue escalation/ resolution External Client Query Resolution Display Lists the competencies required to perform this role effectively: * Functional Competencies/ Skill * Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. Expert Applies the competency in all situations and is serves as a guide to others as well. Master Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization. * Behavioral Competencies * Collaborative working * Problem solving and decision making * Attention to Detail * Execution Excellence * Client (Internal) Centricity * Effective Communication Deliver No. Performance Parameter Measure Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Retail Banking(Card Operations)

Role PurposeThe 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               Stakeholder Interaction         Stakeholder Type         Stakeholder Identification         Purpose of Interaction         Internal         Team Leaders         Performance review         HR         Hiring and employee engagement and retention         Training Team         Capability development         Technical Lead         Training, issue escalation/ resolution         External         Client         Query Resolution         Display         Lists the competencies required to perform this role effectively:                * Functional Competencies/ Skill       * Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent                           Competency Levels                  Foundation                  Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.                              Competent                  Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.                              Expert                  Applies the competency in all situations and is serves as a guide to others as well.                              Master                  Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.                               * Behavioral Competencies          * Collaborative working          * Problem solving and decision making          * Attention to Detail          * Execution Excellence          * Client (Internal) Centricity          * Effective Communication                                       Deliver                           No.                           Performance Parameter                           Measure                           Process                                             No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback                                             Self- Management                                             Productivity, efficiency, absenteeism, Training Hours, No of technical training completed                                             Retail Banking(Card Operations)

Associate - Wipro

&lt;strong&gt;Role Purpose&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;em&gt;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.&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;strong&gt;Do&lt;/strong&gt; &lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt;Support process by managing transactions as per required quality standards&lt;/li&gt;&lt;ul&gt;&lt;li&gt;Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner&lt;/li&gt;&lt;li&gt;Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue&lt;/li&gt;&lt;li&gt;Update own availability in the RAVE system to ensure productivity of the process&lt;/li&gt;&lt;li&gt;Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions &lt;/li&gt;&lt;li&gt;Follow standard processes and procedures to resolve all client queries&lt;/li&gt;&lt;li&gt;Resolve client queries as per the SLA’s defined in the contract &lt;/li&gt;&lt;li&gt;Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients&lt;/li&gt;&lt;li&gt;Identify and learn appropriate product details to facilitate better client interaction and troubleshooting &lt;/li&gt;&lt;li&gt;Document and analyze call logs to spot most occurring trends to prevent future problems&lt;/li&gt;&lt;li&gt;Maintain and update self-help documents for customers to speed up resolution time&lt;/li&gt;&lt;li&gt;Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution&lt;/li&gt;&lt;li&gt;Ensure all product information and disclosures are given to clients before and after the call/email requests&lt;/li&gt;&lt;li&gt;Avoids legal challenges by complying with service agreements &lt;/li&gt;&lt;/ul&gt;&lt;/ul&gt; &lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt;Deliver excellent customer service through effective diagnosis and troubleshooting of client queries&lt;/li&gt;&lt;ul&gt;&lt;li&gt;Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions &lt;/li&gt;&lt;li&gt;Assist clients with navigating around product menus and facilitate better understanding of product features &lt;/li&gt;&lt;li&gt;Troubleshoot all client queries in a user-friendly, courteous and professional manner&lt;/li&gt;&lt;li&gt;Maintain logs and records of all customer queries as per the standard procedures and guidelines&lt;/li&gt;&lt;li&gt;Accurately process and record all incoming call and email using the designated tracking software&lt;/li&gt;&lt;li&gt;Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business &lt;/li&gt;&lt;li&gt;Organize ideas and effectively communicate oral messages appropriate to listeners and situations&lt;/li&gt;&lt;li&gt;Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs&lt;/li&gt;&lt;/ul&gt;&lt;/ul&gt; &lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt;Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client &lt;/li&gt;&lt;ul&gt;&lt;li&gt;Undertake product trainings to stay current with product features, changes and updates&lt;/li&gt;&lt;li&gt;Enroll in product specific and any other trainings per client requirements/recommendations&lt;/li&gt;&lt;li&gt;Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client&lt;/li&gt;&lt;li&gt;Update job knowledge by participating in self learning opportunities and maintaining personal networks&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;Stakeholder Interaction&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;Stakeholder Type&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;Stakeholder Identification&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;Purpose of Interaction&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;Internal&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;em&gt;Team Leaders&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Performance review&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;HR &lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Hiring and employee engagement and retention&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Training Team&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Capability development&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Technical Lead&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Training, issue escalation/ resolution&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;strong&gt;External&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;em&gt;Client&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Query Resolution&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;strong&gt;Display&lt;br&gt;&lt;br&gt;&lt;/strong&gt;Lists the competencies required to perform this role effectively: &lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt;Functional Competencies/ Skill&lt;/li&gt;&lt;ul&gt;&lt;li&gt;Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent &lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;Competency Levels&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;Foundation&lt;br&gt;&lt;br&gt;&lt;/strong&gt;Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.&lt;br&gt;&lt;br&gt;&lt;strong&gt;Competent&lt;br&gt;&lt;br&gt;&lt;/strong&gt;Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.&lt;br&gt;&lt;br&gt;&lt;strong&gt;Expert&lt;br&gt;&lt;br&gt;&lt;/strong&gt;Applies the competency in all situations and is serves as a guide to others as well.&lt;br&gt;&lt;br&gt;&lt;strong&gt;Master&lt;br&gt;&lt;br&gt;&lt;/strong&gt;Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization. &lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt;Behavioral Competencies &lt;/li&gt;&lt;ul&gt;&lt;li&gt;Collaborative working&lt;/li&gt;&lt;li&gt;Problem solving and decision making&lt;/li&gt;&lt;li&gt;Attention to Detail&lt;/li&gt;&lt;li&gt;Execution Excellence&lt;/li&gt;&lt;li&gt;Client (Internal) Centricity&lt;/li&gt;&lt;li&gt;Effective Communication&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;Deliver&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;No.&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;Performance Parameter&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;Measure&lt;br&gt;&lt;br&gt;&lt;/strong&gt;Process&lt;br&gt;&lt;br&gt;No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback&lt;br&gt;&lt;br&gt;Self- Management&lt;br&gt;&lt;br&gt;Productivity, efficiency, absenteeism, Training Hours, No of technical training completed&lt;br&gt;&lt;br&gt;Retail Banking(Card Operations)&lt;/ul&gt;&lt;/ul&gt;&lt;/ul&gt;

Associate

You must ensure timely ticket resolution, perform root cause analysis, manage client expectations, install/configure systems, and maintain data backups while collaborating effectively and exercising problem-solving skills.

You will manage ticket responses, ensure timely resolutions, maintain client infrastructure, analyze issues, provide software/hardware support, and coordinate with teams for client satisfaction.

Software Engineering

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 Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal Project Manager For governance and client relationship management On-site project team To resolve the complex problem/ issues at the site Lead/ Sr. Administrator Guide the administrators with the complex problems External Client Resolving the tickets/ queries and servicing them Display Lists the competencies required to perform this role effectively: * Functional Competencies/ Skill * Process Excellence - Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk - Expert * Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Competent * Technical knowledge - knowledge of the various devices/ network etc which the administrator have to service - Expert Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. Expert Applies the competency in all situations and is serves as a guide to others as well. Master Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization. * Behavioral Competencies * Problem solving * Execution excellence * Passion for results * Collaborative working Deliver No. Performance Parameter Measure 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails SPLUNK Security Analytics

Role PurposeThe 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 satisfactionDo * 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                                             Stakeholder Interaction                                    Stakeholder Type                  Stakeholder Identification                  Purpose of Interaction                  Internal                  Project Manager                  For governance and client relationship management                  On-site project team                  To resolve the complex problem/ issues at the site                  Lead/ Sr. Administrator                  Guide the administrators with the complex problems                  External                  Client                  Resolving the tickets/ queries and servicing them                                    Display                  Lists the competencies required to perform this role effectively:    * Functional Competencies/ Skill       * Process Excellence - Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk - Expert       * Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Competent       * Technical knowledge - knowledge of the various devices/ network etc which the administrator have to service - Expert                                             Competency Levels                  Foundation                  Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.                              Competent                  Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.                              Expert                  Applies the competency in all situations and is serves as a guide to others as well.                              Master                  Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.                                  * Behavioral Competencies       * Problem solving       * Execution excellence       * Passion for results       * Collaborative working                           Deliver                  No.                  Performance Parameter                  Measure                  100% adherence to SLA/ timelines                              Multiple cases of red time                              Zero customer escalation                              Client appreciation emails                              SPLUNK Security Analytics

Administrator - Wipro

&lt;strong&gt;Role Purpose&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;em&gt;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&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;strong&gt;Do&lt;/strong&gt;  &lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt;Ensure timely response of all the tickets raised by the client end user&lt;/li&gt;&lt;ul&gt;&lt;li&gt;Service requests solutioning by maintaining quality parameters &lt;/li&gt;&lt;ul&gt;&lt;li&gt;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&lt;/li&gt;&lt;li&gt;Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe&lt;/li&gt;&lt;li&gt;Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction &lt;/li&gt;&lt;li&gt;Provide an acceptance and immediate resolution to the high priority tickets/ service&lt;/li&gt;&lt;li&gt;Installing and configuring software/ hardware requirements based on service requests&lt;/li&gt;&lt;li&gt;100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations&lt;/li&gt;&lt;li&gt;Provide application/ user access as per client requirements and requests to ensure timely solutioning&lt;/li&gt;&lt;li&gt;Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer&lt;/li&gt;&lt;li&gt;Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction&lt;/li&gt;&lt;li&gt;Coordinate with on-site team for complex problem resolution and ensure timely client servicing&lt;/li&gt;&lt;li&gt;Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt; &lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;&lt;em&gt;Stakeholder Interaction&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;strong&gt; &lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;&lt;em&gt;Stakeholder Type&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;strong&gt;&lt;em&gt;Stakeholder Identification&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;strong&gt;&lt;em&gt;Purpose of Interaction&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;strong&gt;&lt;em&gt;Internal&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;em&gt;Project Manager&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;For governance and client relationship management&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;On-site project team&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;To resolve the complex problem/ issues at the site&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Lead/ Sr. Administrator&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Guide the administrators with the complex problems&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;strong&gt;&lt;em&gt;External&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;em&gt;Client&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Resolving the tickets/ queries and servicing them &lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;strong&gt; &lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;Display&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;em&gt;Lists the competencies required to perform this role effectively: &lt;/em&gt;&lt;/ul&gt;&lt;ul&gt;&lt;li&gt;Functional Competencies/ Skill&lt;/li&gt;&lt;ul&gt;&lt;li&gt;Process Excellence - Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk - Expert&lt;/li&gt;&lt;li&gt;Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Competent &lt;/li&gt;&lt;li&gt;Technical knowledge - knowledge of the various devices/ network etc which the administrator have to service - Expert &lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt; &lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;&lt;em&gt;Competency Levels&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;strong&gt;&lt;em&gt;Foundation&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.&lt;br&gt;&lt;br&gt;&lt;strong&gt;&lt;em&gt;Competent&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.&lt;br&gt;&lt;br&gt;&lt;strong&gt;&lt;em&gt;Expert&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;Applies the competency in all situations and is serves as a guide to others as well.&lt;br&gt;&lt;br&gt;&lt;strong&gt;&lt;em&gt;Master&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.&lt;br&gt;&lt;br&gt;&lt;strong&gt; &lt;/strong&gt;&lt;/ul&gt;&lt;ul&gt;&lt;li&gt;Behavioral Competencies &lt;/li&gt;&lt;ul&gt;&lt;li&gt;Problem solving&lt;/li&gt;&lt;li&gt;Execution excellence&lt;/li&gt;&lt;li&gt;Passion for results&lt;/li&gt;&lt;li&gt;Collaborative working&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;Deliver&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;&lt;em&gt;No.&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;strong&gt;&lt;em&gt;Performance Parameter&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;strong&gt;&lt;em&gt;Measure&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;100% adherence to SLA/ timelines&lt;br&gt;&lt;br&gt;Multiple cases of red time&lt;br&gt;&lt;br&gt;Zero customer escalation&lt;br&gt;&lt;br&gt;Client appreciation emails&lt;br&gt;&lt;br&gt;SPLUNK Security Analytics&lt;/ul&gt;&lt;/ul&gt;

Administrator

You must design test cases, automate testing processes, collaborate with dev teams, ensure quality standards, report progress, and maintain clear communication with stakeholders.

You will design test cases, automate processes, ensure peer reviews, manage defects, report status, and maintain quality interactions with stakeholders while meeting deadlines and customer expectations.

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 Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal Lead Test Engineer and Project Manager Regular reporting & updates Software Developers For work coordination and support in providing testing solutions External Clients Provide apt solutions and support as per the requirement Display Lists the competencies required to perform this role effectively: * Functional Competencies/ Skill * Leveraging Technology - Knowledge of current and upcoming technology (automation, tools and systems) to build efficiencies and effectiveness in own function/ Client organization - Competent * Process Excellence - Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk - Expert * Technical knowledge - knowledge of various testing tools, automation tools, customization and its implementation at the client site - Expert Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. Expert Applies the competency in all situations and is serves as a guide to others as well. Master Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization. * Behavioral Competencies * Formulation & Prioritization * Client centricity * Execution Excellence * Passion for Results * Confidence Deliver No. Performance Parameter Measure Understanding the test requirements and test case design of the product Ensure error free testing solutions, minimum process exceptions, 100% SLA compliance, # of automation done using VB, macros Execute test cases and reporting Testing efficiency & quality, On-Time Delivery, Troubleshoot queries within TAT, CSAT score SDET

Role PurposeThe 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 parametersDo * 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               Stakeholder Interaction         Stakeholder Type         Stakeholder Identification         Purpose of Interaction         Internal         Lead Test Engineer and Project Manager         Regular reporting & updates         Software Developers         For work coordination and support in providing testing solutions         External         Clients         Provide apt solutions and support as per the requirement                           Display         Lists the competencies required to perform this role effectively:                * Functional Competencies/ Skill       * Leveraging Technology - Knowledge of current and upcoming technology (automation, tools and systems) to build efficiencies and effectiveness in own function/ Client organization - Competent       * Process Excellence - Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk - Expert       * Technical knowledge - knowledge of various testing tools, automation tools, customization and its implementation at the client site - Expert                           Competency Levels                  Foundation                  Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.                  Competent                  Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.                  Expert                  Applies the competency in all situations and is serves as a guide to others as well.                  Master                  Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.                                                                   * Behavioral Competencies          * Formulation & Prioritization          * Client centricity          * Execution Excellence          * Passion for Results          * Confidence                                       Deliver                           No.                           Performance Parameter                           Measure                           Understanding the test requirements and test case design of the product                                             Ensure error free testing solutions, minimum process exceptions, 100% SLA compliance, # of automation done using VB, macros                                             Execute test cases and reporting                                             Testing efficiency & quality, On-Time Delivery, Troubleshoot queries within TAT, CSAT score                                             SDET

Test Engineer - Wipro

&lt;strong&gt;Role Purpose&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;em&gt;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&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;strong&gt;Do&lt;/strong&gt; &lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt;Instrumental in understanding the test requirements and test case design of the product&lt;/li&gt;&lt;ul&gt;&lt;li&gt;Authoring test planning with appropriate knowledge on business requirements and corresponding testable requirements&lt;/li&gt;&lt;li&gt;Implementation of Wipro’s way of testing using Model based testing and achieving efficient way of test generation&lt;/li&gt;&lt;li&gt;Ensuring the test cases are peer reviewed and achieving less rework&lt;/li&gt;&lt;li&gt;Work with development team to identify and capture test cases, ensure version &lt;/li&gt;&lt;li&gt;Setting the criteria, parameters, scope/out-scope of testing and involve in UAT (User Acceptance Testing)&lt;/li&gt;&lt;li&gt;Automate the test life cycle process at the appropriate stages through vb macros, scheduling, GUI automation etc&lt;/li&gt;&lt;/ul&gt;&lt;/ul&gt; &lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt;To design and execute the automation framework and reporting &lt;/li&gt;&lt;ul&gt;&lt;li&gt;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&lt;/li&gt;&lt;li&gt;Ensure the test defects raised are as per the norm defined for project / program / account with clear description and replication patterns&lt;/li&gt;&lt;li&gt;Detect bug issues and prepare file defect reports and report test progress&lt;/li&gt;&lt;li&gt;No instances of rejection / slippage of delivered work items and they are within the Wipro / Customer SLA’s and norms&lt;/li&gt;&lt;li&gt;Design and timely release of test status dashboard at the end of every cycle test execution to the stake holders&lt;/li&gt;&lt;li&gt;Providing feedback on usability and serviceability, trace the result to quality risk and report it to concerned stakeholders&lt;/li&gt;&lt;/ul&gt;&lt;/ul&gt; &lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt;Status Reporting and Customer Focus on an ongoing basis with respect to testing and its execution&lt;/li&gt;&lt;ul&gt;&lt;li&gt;Ensure good quality of interaction with customer w.r.t. e-mail content, fault report tracking, voice calls, business etiquette etc &lt;/li&gt;&lt;li&gt;On time deliveries - WSRs, Test execution report and relevant dashboard updates in Test management repository&lt;/li&gt;&lt;li&gt;Updates of accurate efforts in eCube, TMS and other project related trackers&lt;/li&gt;&lt;li&gt;Timely Response to customer requests and no instances of complaints either internally or externally&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;&lt;em&gt;Stakeholder Interaction&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;strong&gt;&lt;em&gt;Stakeholder Type&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;strong&gt;&lt;em&gt;Stakeholder Identification&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;strong&gt;&lt;em&gt;Purpose of Interaction&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;strong&gt;&lt;em&gt;Internal&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;em&gt;Lead Test Engineer and Project Manager&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Regular reporting &amp;amp; updates&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Software Developers &lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;For work coordination and support in providing testing solutions &lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;strong&gt;&lt;em&gt;External&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;em&gt;Clients&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Provide apt solutions and support as per the requirement&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;strong&gt; &lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt; &lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;Display&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;em&gt;Lists the competencies required to perform this role effectively: &lt;/em&gt; &lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt;Functional Competencies/ Skill&lt;/li&gt;&lt;ul&gt;&lt;li&gt;Leveraging Technology - Knowledge of current and upcoming technology (automation, tools and systems) to build efficiencies and effectiveness in own function/ Client organization - Competent&lt;/li&gt;&lt;li&gt;Process Excellence - Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk - Expert&lt;/li&gt;&lt;li&gt;Technical knowledge - knowledge of various testing tools, automation tools, customization and its implementation at the client site - Expert&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;&lt;em&gt;Competency Levels&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;strong&gt;&lt;em&gt;Foundation&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;em&gt;Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;strong&gt;&lt;em&gt;Competent&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;em&gt;Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;strong&gt;&lt;em&gt;Expert&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;em&gt;Applies the competency in all situations and is serves as a guide to others as well.&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;strong&gt;&lt;em&gt;Master&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;em&gt;Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;strong&gt; &lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt; &lt;/strong&gt; &lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt;Behavioral Competencies&lt;/li&gt;&lt;ul&gt;&lt;li&gt;Formulation &amp;amp; Prioritization&lt;/li&gt;&lt;li&gt;Client centricity&lt;/li&gt;&lt;li&gt;Execution Excellence&lt;/li&gt;&lt;li&gt;Passion for Results&lt;/li&gt;&lt;li&gt;Confidence&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;Deliver&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;&lt;em&gt;No.&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;strong&gt;&lt;em&gt;Performance Parameter&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;&lt;strong&gt;&lt;em&gt;Measure&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;/strong&gt;Understanding the test requirements and test case design of the product&lt;br&gt;&lt;br&gt;Ensure error free testing solutions, minimum process exceptions, 100% SLA compliance, # of automation done using VB, macros&lt;br&gt;&lt;br&gt;Execute test cases and reporting&lt;br&gt;&lt;br&gt;Testing efficiency &amp;amp; quality, On-Time Delivery, Troubleshoot queries within TAT, CSAT score&lt;br&gt;&lt;br&gt;SDET&lt;/ul&gt;&lt;/ul&gt;&lt;/ul&gt;

Test Engineer

You must manage transactions, handle client queries via calls/emails, document issues, follow processes, provide product support, troubleshoot problems, and ensure excellent customer service.

You will manage client queries via calls/emails, document issues, follow standard procedures, resolve problems, provide product support, update logs, and participate in training to enhance service quality.

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 Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal Team Leaders Performance review HR Hiring and employee engagement and retention Training Team Capability development Technical Lead Training, issue escalation/ resolution External Client Query Resolution Display Lists the competencies required to perform this role effectively: * Functional Competencies/ Skill * Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. Expert Applies the competency in all situations and is serves as a guide to others as well. Master Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization. * Behavioral Competencies * Collaborative working * Problem solving and decision making * Attention to Detail * Execution Excellence * Client (Internal) Centricity * Effective Communication Deliver No. Performance Parameter Measure Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Institutional_Finance_Buy_Side_Others

Role PurposeThe 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               Stakeholder Interaction         Stakeholder Type         Stakeholder Identification         Purpose of Interaction         Internal         Team Leaders         Performance review         HR         Hiring and employee engagement and retention         Training Team         Capability development         Technical Lead         Training, issue escalation/ resolution         External         Client         Query Resolution         Display         Lists the competencies required to perform this role effectively:                * Functional Competencies/ Skill       * Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent                           Competency Levels                  Foundation                  Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.                              Competent                  Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.                              Expert                  Applies the competency in all situations and is serves as a guide to others as well.                              Master                  Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.                               * Behavioral Competencies          * Collaborative working          * Problem solving and decision making          * Attention to Detail          * Execution Excellence          * Client (Internal) Centricity          * Effective Communication                                       Deliver                           No.                           Performance Parameter                           Measure                           Process                                             No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback                                             Self- Management                                             Productivity, efficiency, absenteeism, Training Hours, No of technical training completed                                             Institutional_Finance_Buy_Side_Others

Management Trainee - Wipro

&lt;strong&gt;Role Purpose&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;em&gt;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.&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;strong&gt;Do&lt;/strong&gt; &lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt;Support process by managing transactions as per required quality standards&lt;/li&gt;&lt;ul&gt;&lt;li&gt;Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner&lt;/li&gt;&lt;li&gt;Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue&lt;/li&gt;&lt;li&gt;Update own availability in the RAVE system to ensure productivity of the process&lt;/li&gt;&lt;li&gt;Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions &lt;/li&gt;&lt;li&gt;Follow standard processes and procedures to resolve all client queries&lt;/li&gt;&lt;li&gt;Resolve client queries as per the SLA’s defined in the contract &lt;/li&gt;&lt;li&gt;Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients&lt;/li&gt;&lt;li&gt;Identify and learn appropriate product details to facilitate better client interaction and troubleshooting &lt;/li&gt;&lt;li&gt;Document and analyze call logs to spot most occurring trends to prevent future problems&lt;/li&gt;&lt;li&gt;Maintain and update self-help documents for customers to speed up resolution time&lt;/li&gt;&lt;li&gt;Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution&lt;/li&gt;&lt;li&gt;Ensure all product information and disclosures are given to clients before and after the call/email requests&lt;/li&gt;&lt;li&gt;Avoids legal challenges by complying with service agreements &lt;/li&gt;&lt;/ul&gt;&lt;/ul&gt; &lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt;Deliver excellent customer service through effective diagnosis and troubleshooting of client queries&lt;/li&gt;&lt;ul&gt;&lt;li&gt;Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions &lt;/li&gt;&lt;li&gt;Assist clients with navigating around product menus and facilitate better understanding of product features &lt;/li&gt;&lt;li&gt;Troubleshoot all client queries in a user-friendly, courteous and professional manner&lt;/li&gt;&lt;li&gt;Maintain logs and records of all customer queries as per the standard procedures and guidelines&lt;/li&gt;&lt;li&gt;Accurately process and record all incoming call and email using the designated tracking software&lt;/li&gt;&lt;li&gt;Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business &lt;/li&gt;&lt;li&gt;Organize ideas and effectively communicate oral messages appropriate to listeners and situations&lt;/li&gt;&lt;li&gt;Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs&lt;/li&gt;&lt;/ul&gt;&lt;/ul&gt; &lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt;Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client &lt;/li&gt;&lt;ul&gt;&lt;li&gt;Undertake product trainings to stay current with product features, changes and updates&lt;/li&gt;&lt;li&gt;Enroll in product specific and any other trainings per client requirements/recommendations&lt;/li&gt;&lt;li&gt;Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client&lt;/li&gt;&lt;li&gt;Update job knowledge by participating in self learning opportunities and maintaining personal networks&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;Stakeholder Interaction&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;Stakeholder Type&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;Stakeholder Identification&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;Purpose of Interaction&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;Internal&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;em&gt;Team Leaders&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Performance review&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;HR &lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Hiring and employee engagement and retention&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Training Team&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Capability development&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Technical Lead&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Training, issue escalation/ resolution&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;strong&gt;External&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;em&gt;Client&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;Query Resolution&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;strong&gt;Display&lt;br&gt;&lt;br&gt;&lt;/strong&gt;Lists the competencies required to perform this role effectively: &lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt;Functional Competencies/ Skill&lt;/li&gt;&lt;ul&gt;&lt;li&gt;Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent &lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;Competency Levels&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;Foundation&lt;br&gt;&lt;br&gt;&lt;/strong&gt;Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.&lt;br&gt;&lt;br&gt;&lt;strong&gt;Competent&lt;br&gt;&lt;br&gt;&lt;/strong&gt;Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.&lt;br&gt;&lt;br&gt;&lt;strong&gt;Expert&lt;br&gt;&lt;br&gt;&lt;/strong&gt;Applies the competency in all situations and is serves as a guide to others as well.&lt;br&gt;&lt;br&gt;&lt;strong&gt;Master&lt;br&gt;&lt;br&gt;&lt;/strong&gt;Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization. &lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt;Behavioral Competencies &lt;/li&gt;&lt;ul&gt;&lt;li&gt;Collaborative working&lt;/li&gt;&lt;li&gt;Problem solving and decision making&lt;/li&gt;&lt;li&gt;Attention to Detail&lt;/li&gt;&lt;li&gt;Execution Excellence&lt;/li&gt;&lt;li&gt;Client (Internal) Centricity&lt;/li&gt;&lt;li&gt;Effective Communication&lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;Deliver&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;No.&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;Performance Parameter&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;Measure&lt;br&gt;&lt;br&gt;&lt;/strong&gt;Process&lt;br&gt;&lt;br&gt;No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback&lt;br&gt;&lt;br&gt;Self- Management&lt;br&gt;&lt;br&gt;Productivity, efficiency, absenteeism, Training Hours, No of technical training completed&lt;br&gt;&lt;br&gt;Institutional_Finance_Buy_Side_Others&lt;/ul&gt;&lt;/ul&gt;&lt;/ul&gt;

Wipro

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