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C/C++ 20/23 Solution Architect – jobid3116017 – Menlo Park, California

admin — Sat, 23 Nov 2024 13:42:56 +0000

About Wipro
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.
We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses.
A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries.
We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
· A PROUD HISTORY OF OVER 75 YEARS
· FY22 REVENUE 10.4 BN USD
· WE’RE PRESENT IN 66 COUNTRIES
· OVER 1,400 ACTIVE GLOBAL CLIENTS
Role
C/C++20/23 Solution Architect
Key Skills
Driver coding skill – Open BMC, C/C++20/23, C and C++ (especially modern C++20/23)
Location
Menlo Park, CA , onsite 5 days a week
Experience
Role Description
Driver coding skill – Open BMC
Strong hands-on experience with Network Interface Cards (NICs), including firmware development, host software, libraries, and driver creation.
Strong C and C++ (especially modern C++20/23) skills. The ability to produce efficient, clear, and maintainable code is key for systems programming and working in environments where performance and correctness are critical.
Familiarity with the latest C++23 features, including structure copy, type casting, and memory management optimizations.
Strong C and C++ (especially modern C++20/23) skills.
The ability to produce efficient, clear, and maintainable code is key for systems programming and working in environments where performance and correctness are critical.
Qualifications
· Bachelor’s Degree
Expected annual pay for this role ranges from $118,000 to $176,000. Based on the position, the role is also eligible for Wipro’s standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.
“Wipro is committed to creating an accessible, supportive, and reasonable accommodations to all our applicates with disabilities throughout the recruitment and selection process. Should an applicant require accommodation or a special request due to a disability, Wipro encourages individuals to make their needs known in advance. Requests for accommodation will be considered on an individual basis and in accordance with the requirements of the applicable provincial laws. Wipro is dedicated to ensuring equal opportunities and a barrier-free recruitment process and employment for all qualified candidates”.
#Li-PP3
Embedded Software Design

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Solution Architect – jobid3121484 – Orange, Connecticut

admin — Sat, 23 Nov 2024 13:42:56 +0000

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.
We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses.
A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries.
We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
A PROUD HISTORY OF OVER 75 YEARS
FY22 REVENUE 10.4 BN USD
WE’RE PRESENT IN 66 COUNTRIES
OVER 1,400 ACTIVE GLOBAL CLIENTS
Role: Solution Architect
Fulltime +Benefits
Hybrid / Remote
Skills Required :
15+ years of experience and strong understanding of SAP S/4HANA migration strategies, including greenfield, brownfield, and hybrid approaches.
Strong hands-on experience and knowledge SAP ISU process implementations and configuration.
Extensive experience working as an SAP S/4HANA Architect, with a proven track record of successful implementations and system integrations.
In-depth knowledge of SAP S/4HANA architecture, including Fiori applications, HANA database, and integration with other SAP and non-SAP systems.
Responsibilities
Lead the design and architecture of SAP S/4HANA solutions, including system landscapes, integration points, and data models, to support business requirements.
Collaborate with stakeholders to understand business processes and translate them into technical requirements for SAP S/4HANA implementation.
Provide technical leadership and guidance to project teams throughout the entire project lifecycle, from planning and design to deployment and support. Business process and solution design in SAP ISU/CRM based on the business requirements & regulatory norms
Project level risk and impact analysis. Align mitigation plan with project manager and development team.
Process and project governance with relevant stake holders for improved user & business experience.
Continuous process improvement by introducing solutions or POC’s based on current utility best practices and trends.
Expected annual pay for this role ranges from 80,000 to 150,000. Based on the position, the role is also eligible for Wipro’s standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

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.
SAP ISU Business Process

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Change Manager – jobid3114303 – Bengaluru, India

admin — Sat, 23 Nov 2024 13:42:56 +0000

Do
RESPONSIBILITIES
Ensure each and every Change is recorded and approved before implementation.
Ensure Change are categorized and are approved as per the defined Process based on the Change category – Standard, Normal, Expedited, Emergency
Convene and chair CAB meetings, circulate the MOM of the CABs
Ensure no Unauthorized change is implemented which may potentially impact the Production
Ensure Periodical audits in place as per Wipro and Customer process and the close the Audit-gaps in the agreed timelines.
Report the Management on the agreed Change KPIs and ensure effective change communication in place
Ensure Change implementation done as per the Implementation Plan with no manual errors through setting up 4-eye review for each of the Changes
Ensures each of the Change is assigned with the Risk involved and ensure Wipro and Customer Processes are followed in case of High- risk / High-impact Changes
Conduct Post Implementation Reviews and validate the change status against the defined Change success criterion
Bring in Service improvements to improve the overall Process maturity
KEY SKILLS AND COMPETENCIES
8-10 years of ITSM experience in Change and other processes
ITIL V3 / 2011 Foundation or Intermediate certification
Capable to collaborate with Multiple Technical towers, face the Customer, coordinate with the Vendors
Effective Communication skills
ITIL Change Mgmt

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Application Architect – jobid3121320 – Chennai, India

admin — Sat, 23 Nov 2024 13:42:56 +0000

Role Purpose
The purpose of the role is to create exceptional and detailed architectural application design and provide thought leadership and enable delivery teams to provide exceptional client engagement and satisfaction.
Do
Develop architectural application for the new deals/ major change requests in existing deals
Creates an enterprise-wide architecture that ensures systems are scalable, reliable, and manageable.
Manages application assets and directs the development efforts within an enterprise to improve solution delivery and agility
Guides how to construct and assemble application components and services to support solution architecture and application development
Maintains the frameworks and artefacts used in the implementation of an application, with reference to the systematic architecture of the overall application portfolio
Responsible for application architecture paradigms such as service-oriented architecture (SOA) and, more specifically, microservices, ensuring business achieve agility and scalability for a faster time to market
Provide solution of RFP’s received from clients and ensure overall design assurance
Develop a direction to manage the portfolio of to-be-solutions including systems, shared infrastructure services, applications in order to better match business outcome objectives
Analyse technology environment, enterprise specifics, client requirements to set a collaboration design framework/ architecture
Depending on the client’s need with particular standards and technology stacks create complete RFPs
Provide technical leadership to the design, development and implementation of custom solutions through thoughtful use of modern technology
Define and understand current state solutions and identify improvements, options & tradeoffs to define target state solutions
Clearly articulate and sell architectural targets, recommendations and reusable patterns and accordingly propose investment roadmaps
Evaluate and recommend solutions to integrate with overall technology ecosystem
Tracks industry and application trends and relates these to planning current and future IT needs
Provides technical and strategic inputs during the project planning phase in the form of technical architectural designs and recommendations
Account mining to find opportunities in the existing clients
Collaborates with all relevant parties in order to review the objectives and constraints of solutions and determine conformance with the Enterprise Architecture.
Identifies implementation risks and potential impacts.
Create new revenue streams within applications as APIs that can be leveraged by clients
Bring knowledge of automation in application by embracing Agile and dev-ops principles to reduce manual part
Understanding application requirements and design a standardize application
Creating Intellectual Property in forms of services, patterns, models and organizational approaches
Designing patterns, best practices and reusable applications that can be used for future references
Ensure system capabilities are consumed by system components and set criteria for evaluating technical and business value in terms of Tolerate, Invest, Migrate and Eliminate
Provide platform to create standardize tools, uniform design and techniques are maintained to reduce costs of maintenance
Coordinating input on risks, costs and opportunities for concepts
Developing customised applications for the customers aligned with their needs
Perform design and code reviews thoroughly on regular basis, keeping in mind the security measures
Understanding design and production procedures and standards to create prototypes and finished products
Work closely with systems analysts, software developers, data managers and other team members to ensure successful production of application software
Offer viable solutions for various systems and architectures to different types of businesses
Seamless integration of new and existing systems to eliminate potential problems and maintain data structure and bring value in terms of development
Transforming all applications into digital form and implement and evolve around mesh app and service architecture that support new technologies like IOT, blockchain, machine learning, automation, BOTS etc
Cloud Transformation: (Migration)
Understanding non-functional requirements
Producing artefacts such as deployment architecture, interface catalogue
Identify internal and external dependency, vendor and internal IT management
Support build and testing team
Cloud Transformation: (Modernization)
Understanding and Defining target architecture in Integration space
Assessing project pipeline / demand and align to target architecture
Technical support of delivery team in terms and POC and technical guidance
Keep Up-to-date with the latest technologies in the market
Enable Delivery Teams by providing optimal delivery solutions/ frameworks
Build and maintain relationships with executives, technical leaders, product owners, peer architects and other stakeholders to become a trusted advisor
Collaborate with enterprise architect for translating business strategy to execution
Develops and establishes relevant technical, business process and overall support metrics (KPI/SLA) to drive results
Bring value in terms of quality in development activities by leveraging cloud based and scalable infrastructure
Manages multiple projects and accurately reports the status of all major assignments while adhering to all project management standards
Identify technical, process, structural risks and prepare a risk mitigation plan for all the projects
Ensure quality assurance of all the architecture or design decisions and provides technical mitigation support to the delivery teams
Recommend tools for reuse, automation for improved productivity and reduced cycle times
Continuously review session with customers for sustainable development practices
Leads the development and maintenance of enterprise framework and related artefacts
Develops trust and builds effective working relationships through respectful, collaborative engagement across individual product teams
Ensures architecture principles and standards are consistently applied to all the projects
Ensure optimal Client Engagement
Support pre-sales team while presenting the entire solution design and its principles to the client
Negotiate, manage and coordinate with the client teams to ensure all requirements are met and create an impact of solution proposed
Demonstrate thought leadership with strong technical capability in front of the client to win the confidence and act as a trusted advisor
Competency Building and Branding
Ensure completion of necessary trainings and certifications
Develop Proof of Concepts (POCs), case studies, demos etc. for new growth areas based on market and customer research
Develop and present a point of view of Wipro on application design and architect by writing white papers, blogs etc.
Attain market referencability and recognition through highest analyst rankings, client testimonials and partner credits
Be the voice of Wipro’s Thought Leadership by speaking in forums (internal and external)
Mentor developers, designers and Junior architects in the project for their further career development and enhancement
Contribute to the architecture practice by conducting selection interviews etc
Team Management
Resourcing
Anticipating new talent requirements as per the market/ industry trends or client requirements
Hire adequate and right resources for the team
Talent Management
Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
Build an internal talent pool and ensure their career progression within the organization
Manage team attrition
Drive diversity in leadership positions
Performance Management
Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
Ensure that the Performance Nxt is followed for the entire team
Employee Satisfaction and Engagement
Lead and drive engagement initiatives for the team
Track team satisfaction scores and identify initiatives to build engagement within the team
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Delivery teams
Review of architectural process deployment in engagements, escalation management, issue resolution, delivery assurance and excellence
Pre-sales team
For solutioning and architectural design purpose
Quality Assurance
Periodic review of architecture
Practice teams
To understand the different solution portfolios
Holmes engineering and roll out
For automation purpose
Talent Transformation Team, Competency Group
Plan and support delivery of Technical Trainings, knowledge sharing
HRBP
For hiring and managing resources
External
Vendors/ Partners
For strategic alignment and partnerships, training
Industry forums
Best practices, market intelligence, knowledge sharing
Display
Lists the competencies required to perform this role effectively:
Functional Competencies/ Skill
Domain/Industry Knowledge – Awareness and knowledge of broad economic, demographic, technological and global trends within own ecosystem – Master
Market Intelligence – Deep specialized understanding of the ecosystem practice, overall market & competition and nuances of delivery in that domain – Master
Systems Thinking – Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment – Expert
Leveraging Technology – In-depth knowledge of and mastery over ecosystem technology that commands expert authority respect – Master
Asset reusability – ability to re-use the assets to ensure scalability and optimization – Expert
Technical knowledge – architecture design principles, framework and documentation – Master
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
Strategic perspective
Stakeholder Management
Technology Acumen
Innovation
Managing Complexity
Client centricity
Execution excellence
Self-Learning
Domain Experience
Change agility
Passion for results
Nurturing people
Executive presence
Deliver
No.
Performance Parameter
Measure
1.
Support sales team to create wins
% of proposals with Quality Index >7, timely support of the proposals, identifying opportunities/ leads to sell services within/ outside account (lead generation), no. of proposals led
2.
Delivery support
CSAT, delivery as per cost, quality and timelines, Identify and develop resuable components, utilization %, Recommend tools for reuse, automation for improved productivity and reduced cycle times, # of reusable components
3.
Capability development
% trainings and certifications completed, increase in ACE certifications, thought leadership content developed (white papers, Wipro PoVs)
4.
Practice Building
Identifying opportunities for architects in the account and outside through known contacts, Contribute towards domain and technology accelerator kits, Mentoring junior architects
5.
Team Management
Team attrition %, Employee satisfaction score
Database Architecting

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Network Security Analyst – jobid3097024 – Singapore, Singapore

admin — Sat, 23 Nov 2024 13:42:56 +0000

Network Security Engineer duties may include, but are not limited to the following:
– As an expert candidate should be able to handle first point of escalation for all technical and process issues
– In depth understanding to Implement & Troubleshoot network security products i.e. Cisco and Palo Alto Firewalls & IPS, Network Access Control, F5 Web Application Firewalls, SkyHigh (McAfee) Web gateway, Ivanti VPN
– Understanding of IT-OT security & best practices
– Support for New Technology Rollout or Transform Project
– Support for enabling new features in existing Infrastructure (mass roll-out).
– Maintain and update CMDB.
-Periodic review of network security controls to improve security posture
– Participate in improvement projects and replacement activities.
-Support various projects from Network security perspective
– Act as PRIMARY or focal contact for any Network security related issues
– Perform first check in case of incidents
– Prepare network or infrastructure Visio topology diagrams, write Standard Operating Procedures, maintenance plans and provide status reports as required, participate in data calls and other operational and maintenance tasks
– Ability to provide the RCA for major outages.
– Liaise with service desk to create and follow-up tickets
– Submit incidents and change requests & adhere to SLA of the same
– Focal contact for all OEM network devices for support issues
– Incidents tickets and service request ticket resolution within agreed KPI’s
– Analyze vulnerability and compliance reports received from the scanning team and remediate in line with SABIC procedure for network platform vulnerabilities.
– Able to travel for business requirements to SABIC sites in US (Bay St. Louis, Mississippi, Mont Vernon, Pittsfield
Over 8+ Years of experience managing Network security infrastructure operations
Past expert level experience working with multi-vendor environment and supporting various network security technologies such as Cisco & Palo alto firewalls & IPS, Cisco NAC, McAfee web proxy, F5 as WAF, Pulse secure VPN etc.
Vendor Security Certifications. Cisco CCNP or CCIE Security. Palo Alto Certificate.
Proven communication skills when working with other technical towers to work out issues.

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Technical Lead – jobid3120698 – Pune, India

admin — Sat, 23 Nov 2024 13:42:56 +0000

Role Purpose
The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.
Do
Oversee and support process by reviewing daily transactions on performance parameters
Review performance dashboard and the scores for the team
Support the team in improving performance parameters by providing technical support and process guidance
Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions
Ensure standard processes and procedures are followed to resolve all client queries
Resolve client queries as per the SLA’s defined in the contract
Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends to prevent future problems
Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
Ensure all product information and disclosures are given to clients before and after the call/email requests
Avoids legal challenges by monitoring compliance with service agreements
Handle technical escalations through effective diagnosis and troubleshooting of client queries
Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
If unable to resolve the issues, timely escalate the issues to TA & SES
Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
Troubleshoot all client queries in a user-friendly, courteous and professional manner
Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
Organize ideas and effectively communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s
Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
Mentor and guide Production Specialists on improving technical knowledge
Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
Develop and conduct trainings (Triages) within products for production specialist as per target
Inform client about the triages being conducted
Undertake product trainings to stay current with product features, changes and updates
Enroll in product specific and any other trainings per client requirements/recommendations
Identify and document most common problems and recommend appropriate resolutions to the team
Update job knowledge by participating in self learning opportunities and maintaining personal networks
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Team Leaders
Performance review
HR
Hiring and employee engagement and retention
TA, SEs
Escalation and issue resolution
Production Specialist
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 – 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
Domain Knowledge
Collaborative working
Problem solving and decision making
Attention to Detail
Execution Excellence
Stakeholder Management
Client (Internal) Centricity
Effective Communication
Deliver
No.
Performance Parameter
Measure
1.
Process
No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT
2.
Team Management
Productivity, efficiency, absenteeism
3.
Capability development
Triages completed, Technical Test performance
Headless Commerce

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DXC Architect – jobid3121084 – Warren, New Jersey

admin — Sat, 23 Nov 2024 13:42:56 +0000

About Wipro:
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. We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries. We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
A PROUD HISTORY OF OVER 75 YEARS
FY22 REVENUE 11.2 BN USD
WE’RE PRESENT IN 66 COUNTRIES
OVER 1,400 ACTIVE GLOBAL CLIENTS
Role: DXC Architect
Location : Warren , NJ ( Onsite Role)
Job Type – Full Time Position
Key Responsibilities:
Lead and manage the migration of DXC products from Xuber to Sics to Assure.
Collaborate with cross-functional teams as well as the DXC vendor to design and implement business solutions that meet client requirements.
Develop and maintain architectural blueprints and documentation.
Provide technical guidance and support throughout the migration process.
Conduct regular reviews and assessments to ensure project milestones are met.
Communicate effectively with stakeholders to provide updates and gather feedback.
Stay updated with the latest industry trends and technologies to drive continuous improvement.
Qualifications:
Proven experience in migrating DXC products from Xuber to Sics to Assure.
Strong understanding of insurance industry processes and systems.
Excellent problem-solving and analytical skills.
Ability to work independently and as part of a team.
Strong communication and interpersonal skills.
Willingness to work in the New Jersey area and attend in-office meetings as required.
Preferred Qualifications:
Master’s degree in a related field.
Certification in relevant technologies or methodologies.
Experience with other DXC products and solutions.
The potential compensation for this role is based on labor costs in local markets, as well as the job-related skills, knowledge, and experience of the candidate. Expected base pay for this role ranges from [$80,000] to [$158,000]. Based on the position, the role is also eligible for Wipro’s standard benefits and additional compensation offerings, including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options as well as potential incentive or variable compensation.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law. Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group.
Product Management Consulting

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Technical Project Manager – jobid3119956 – Philadelphia, Pennsylvania

admin — Sat, 23 Nov 2024 13:42:56 +0000

Job Title: Salesforce Technical Project Manager (B2B commerce cloud expertise)
Location : Dallas, TX (Hybrid)
Required Skill set:
10+ years of IT experience
5+ years of experience with Salesforce B2B Commerce Cloud (Cloud Craze) – Website
Experience facilitating functional discovery workshops.
Experience with implementing online payment processing features.
Experience with Agile delivery methodology
Experience with end-to-end implementation delivery
Experience leading functional workstreams
Experience with technical strategy
Experience with team management
Experience working in a professional services firm or working in a client service environment.
Experience with help client manage customizations for Salesforce B2B Commerce Cloud
Experience with Salesforce Customer Relationship Management (CRM) Systems
Qualifications:
Lead project discovery workshops, both on-site and remotely
Assess client business requirements and work closely with the Technical Architect/Lead to provide long-term functional solutions based on the applicable Salesforce platform best practices.
Communicate platform capabilities and limitations to clients effectively.
Identify client process pain points and gaps in best practices.
Create and socialize feature and technical roadmaps.
Drive client functional requirements and eCommerce best practice adoption
Author & review functional specification documentation and user stories for implementations and other large projects
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law. Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group.
Salesforce Service Cloud

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Service Desk Analyst – jobid3120291 – Bucharest, Romania

admin — Sat, 23 Nov 2024 13:42:56 +0000

Role Purpose
The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives
Do
Be responsible for primary user support and customer service
Respond to queries from all calls, portal, emails, chats from the client
Become familiar with each client and their respective applications/ processes
Learn fundamental operations of commonly-used software, hardware and other equipment
Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
Regular MIS & resolution log management on queries raised
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
Identify and suggest improvements on processes, procedures etc.
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Team Lead – Service Desk
Regular reporting & updates
Core Service Delivery Team
For adherence to SD SoW
External
Clients
Handle issues/ queries
Display
Lists the competencies required to perform this role effectively:
Functional Competencies/ Skill
Process Excellence – Ability to follow the Service Desk standards and norms to produce consistent results, provide effective control and reduction of risk – Competent to Expert
Domain Knowledge – Knowledge of process/ domain managed – Competent to 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
Effective Communication
Detail Oriented
Change Agility
Client centricity
Execution Excellence
Passion for Results
Deliver
No.
Performance Parameter
Measure
1.
Service Desk Delivery
Adherence to TAT, SLA as per SoW
Minimal Escalation
Customer Experience
2.
Personal
Attendance
Documentation etc.
TIS Service Desk

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Business Analyst – jobid3120901 – Pune, India

admin — Sat, 23 Nov 2024 13:42:56 +0000

Role Purpose
The purpose of the role is to liaison and bridging the gap between customer and Wipro delivery team to comprehend and analyze customer requirements and articulating aptly to delivery teams thereby, ensuring right solutioning to the customer.
Do
Customer requirements gathering and engagement
Interface and coordinate with client engagement partners to understand the RFP/ RFI requirements
Detail out scope documents, functional & non-functional requirements, features etc ensuring all stated and unstated customer needs are captured
Construct workflow charts and diagrams, studying system capabilities, writing specification after thorough research and analysis of customer requirements
Engage and interact with internal team – project managers, pre- sales team, tech leads, architects to design and formulate accurate and timely response to RFP/RFIs
Understand and communicate the financial and operational impact of any changes
Periodic cadence with customers to seek clarifications and feedback wrt solution proposed for a particular RFP/ RFI and accordingly instructing delivery team to make changes in the design
Empower the customers through demonstration and presentation of the proposed solution/ prototype
Maintain relationships with customers to optimize business integration and lead generation
Ensure ongoing reviews and feedback from customers to improve and deliver better value (services/ products) to the customers
Engage with delivery team to ensure right solution is proposed to the customer
Periodic cadence with delivery team to:
Provide them with customer feedback/ inputs on the proposed solution
Review the test cases to check 100% coverage of customer requirements
Conduct root cause analysis to understand the proposed solution/ demo/ prototype before sharing it with the customer
Deploy and facilitate new change requests to cater to customer needs and requirements
Support QA team with periodic testing to ensure solutions meet the needs of businesses by giving timely inputs/feedback
Conduct Integration Testing and User Acceptance demo’s testing to validate implemented solutions and ensure 100% success rate
Use data modelling practices to analyze the findings and design, develop improvements and changes
Ensure 100% utilization by studying systems capabilities and understanding business specifications
Stitch the entire response/ solution proposed to the RFP/ RFI before its presented to the customer
Support Project Manager/ Delivery Team in delivering the solution to the customer
Define and plan project milestones, phases and different elements involved in the project along with the principal consultant
Drive and challenge the presumptions of delivery teams on how will they successfully execute their plans
Ensure Customer Satisfaction through quality deliverable on time
Build domain expertise and contribute to knowledge repository
Engage and interact with other BA’s to share expertise and increase domain knowledge across the vertical
Write whitepapers/ research papers, point of views and share with the consulting community at large
Identify and create used cases for a different project/ account that can be brought at Wipro level for business enhancements
Conduct market research for content and development to provide latest inputs into the projects thereby ensuring customer delight
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Pre-sales team
For solutioning for an RFP/ client requirement
Principal Consultants
Governance and to discuss and drive business requirements and growth
Testing team/ QA
For quality checks and continuous analysis to ensure seamless delivery
Delivery team
For product solutioning and developing systems and processes
Client partners/ sales team
For any lead generation
External
Consulting Partners
Coordinating for consulting solutions and continuous support
Customers
To provide them with right solution and ensure customer satisfaction & engagement
Display
Lists the competencies required to perform this role effectively:
Functional Competencies/ Skill
Domain/Industry Knowledge – Awareness and knowledge of broad economic, demographic, technological and global trends in the IT industry – Expert
Leveraging Technology – Knowledge of current and upcoming technology (automation, tools and systems) to build efficiencies and facilitate the process of providing solutions for problems and opportunities – Competent
Process Excellence – Execute projects with end-outcome and process focus, along with understanding of end to end delivery processes and its governance – Competent
Documentation and research orientation – Ability to articulate the requirements apply & document them and perform market/ secondary research on the new upcoming areas of expertise – 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 and decision making
Execution excellence and passion for results
Passion for results
Relationship Building
Teamwork
Managing complexity
Effective communication
Deliver
No.
Performance Parameter
Measure
1.
Customer Engagement and Delivery Management
PCSAT, utilization % achievement, no. of leads generated from the business interaction, no. of errors/ gaps in documenting customer requirements, feedback from project manager, process flow diagrams (quality and timeliness), % of deal solutioning completed within timeline, velocity generated,
2.
Knowledge Management
No. of whitepapers/ research papers written, no. of user stories created, % of proposal documentation completed and uploaded into knowledge repository, No of reusable components developed for proposal during quarter
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