Wipro Limited is an Indian multinational technology company that provides information technology, consulting and business process services. It is one of the six leading Indian Big Tech companies.

Service Desk Analyst

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

1. Be responsible for primary user support and customer service
   1. Respond to queries from all calls, portal, emails, chats from the client
   2. Become familiar with each client and their respective applications/ processes
   3. Learn fundamental operations of commonly-used software, hardware and other equipment
   4. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
   5. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
   6. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework

1. Regular MIS & resolution log management on queries raised
   1. Record events and problems and their resolution in logs
   2. Follow-up and update customer status and information
   3. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
   4. Identify and suggest improvements on processes, procedures etc.

Cyber Security Analyst

1. Skilled on Fusion tool
2. Good working knowledge as Fusion administration
3. well versed with Business continuity management solution
4. Good Understanding about Governance, Risk & Compliance (GRC)
5. Good Understanding about Power BI
6. Good to have programming & Scripting knowledge Ex. Java Script

Global Procurement Operations

Roles & Responsibilities:

• The Global Procurement operations executive is responsible to oversee the procurement operations process.
• Streamlining processes through automation and ensuring standard operation procedure are developed, implemented, and maintained effectively.
• This role will be crucial in managing Operations overall MIS, publish dashboard and reports and driving continuous improvement initiatives.
• This role requires excellent organizational, communication, and leadership skills to ensure projects are completed on time.
• The operation executive will work closely with cross-functional teams to achieve project goals and deliver high quality outcomes.

Qualifications:

Experience

• Approx 2-4 Yrs of experience with MNC / Large Corporate in IT HW & Software / System Integrators
• Experience related to procurement of Systems Integration business covering IT Hardware, Software & renewals business along with Passive Infra Procurement & AMC

Developer

Need strong candidatures with potential experience of 9-10 years  in FACETs Development with Group Benefits and Eligibility healthcare experience, Claims Experience

• Design and develop web applications using C#.Net, Asp.Net, MVC, and Web API.
• Design and develop HTML markups using HTML, CSS, jQuery and bootstrap.
• Create tables, triggers and stored procedures in SQL Server database.
• Leads most complex multiple modelling, simulations, and analysis efforts.
• Works on the most complex problems where analysis of situations or data requires an evaluation of intangible variance factors.
• Experience/knowledge in Healthcare, Claims business process knowledge, Facets software experience (Claims configuration), familiarity with Facets Product definition, experience in Claims testing processes.
• Group Benefits and Eligibility experience
• Create data access layer using Entity framework.
• Create Model, View and Controllers using MVC framework and follow agile methodology to implement the project.
• Design and develop micro services with .Net Core framework.
• Design and develop HTML markups using HTML, CSS, jQuery and bootstrap.
• Implement software design patterns in developing micro services.
• Design and develop reusable components using .Net core libraries and publish as Nuget packages.
• Develop applications like Test-driven development, Pair Programming, etc., using extreme programming techniques.
• Leads most complex multiple modeling, simulations, and analysis efforts.
• Design and develop REST services using .Net core and ASP.Net MVC framework.
• Create scheduled jobs and process them as part of applications orchestration process.
• Implement data access layer using Entity framework.
• Works on the most complex problems where analysis of situations or data requires an evaluation of intangible variance factors.
• Implement authentication for various micro services using customer oauth and SAML authentication.
• Experience/knowledge in Healthcare, Claims business process knowledge, Facets software experience (Claims configuration), familiarity with Facets Product definition, experience in Claims testing processes.
• Group Benefits and Eligibility experience

AI Practitioner

Wipro is looking to onboard a AI Practitioner to join our AI/ML practice.

Roles & Responsibilities:

Role and Responsibilities:

• To develop back-end application using python and python packages.
• Develop required APIs for the middle layer.
• Design DB schema for BI related projects.
• Optimise GenAI output using prompt engineering.
• Follow BISM application security guidelines and close any observation
• Demonstrate solution to QA team and get QA sign-off

Qualifications:

Required Qualifications

• Hands-on with Azure services like ADF, AI Search
• Hands-on development in Python 3.5 and above.
• Proficiency in MS-SQL DB
• Proficiency in DB design
• Proficiency in developing APIs using fastAI, Django rest framework etc.
• Exposure to Azure blob, functions and webapps and DevOps CI/CD
• Exposure to GenAi would be an added advantage.

Preferred Qualifications

• Language: Proficient in English. Should be able to comprehend day to day conversation and convey ideas clearly.
• Certification:  Minimum 8 years working experience. Should have worked on end-to end BI and/ or Python projects.
• Graduate in any stream.
• Certifications in Azure or Databricks will be an added advantage.
• Work Mode: Work From office (as per policy)

Production Agent

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

1. Support process by managing transactions as per required quality standards
   1. Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
   2. Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
   3. Update own availability in the RAVE system to ensure productivity of the process
   4. Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions
   5. Follow standard processes and procedures to resolve all client queries
   6. Resolve client queries as per the SLA’s defined in the contract
   7. Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
   8. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
   9. Document and analyze call logs to spot most occurring trends to prevent future problems
   10. Maintain and update self-help documents for customers to speed up resolution time
   11. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
   12. Ensure all product information and disclosures are given to clients before and after the call/email requests
   13. Avoids legal challenges by complying with service agreements

1. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
   1. Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
   2. Assist clients with navigating around product menus and facilitate better understanding of product features
   3. Troubleshoot all client queries in a user-friendly, courteous and professional manner
   4. Maintain logs and records of all customer queries as per the standard procedures and guidelines
   5. Accurately process and record all incoming call and email using the designated tracking software
   6. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
   7. Organize ideas and effectively communicate oral messages appropriate to listeners and situations
   8. Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

1. Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
   1. Undertake product trainings to stay current with product features, changes and updates
   2. Enroll in product specific and any other trainings per client requirements/recommendations
   3. Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
   4. Update job knowledge by participating in self learning opportunities and maintaining personal networks