AWS Lead

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 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

About The Role :





Role Purpose
The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.

Do

Oversee and support process by reviewing daily transactions on performance parameters

Review performance dashboard and the scores for the team

Support the team in improving performance parameters by providing technical support and process guidance

Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions

Ensure standard processes and procedures are followed to resolve all client queries

Resolve client queries as per the SLAs defined in the contract

Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting

Document and analyze call logs to spot most occurring trends to prevent future problems

Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution

Ensure all product information and disclosures are given to clients before and after the call/email requests

Avoids legal challenges by monitoring compliance with service agreements

Handle technical escalations through effective diagnosis and troubleshooting of client queries

Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements

If unable to resolve the issues, timely escalate the issues to TA & SES

Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions

Troubleshoot all client queries in a user-friendly, courteous and professional manner

Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business

Organize ideas and effectively communicate oral messages appropriate to listeners and situations

Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs

Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

Mentor and guide Production Specialists on improving technical knowledge

Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist

Develop and conduct trainings (Triages) within products for production specialist as per target

Inform client about the triages being conducted

Undertake product trainings to stay current with product features, changes and updates

Enroll in product specific and any other trainings per client requirements/recommendations

Identify and document most common problems and recommend appropriate resolutions to the team

Update job knowledge by participating in self learning opportunities and maintaining personal networks

Deliver
    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    

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.