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 Role Purpose EXPECTATIONS AND TASKS Technical Tasks Build new software packages for Windows platform Refresh existing packages or applications for Microsoft Windows platform lite package essential QA only Application packaging using install shield Resolving end-user packaging incidents Provide technical consultancy and support to team in related area of technology Support all software packages Submit application requests for software Process Expectations Follow agreed processes and procedures for ticket resolution Have a pro-active approach to identify co-ordinate and resolve tickets Be a team player and interact help team members cross functional teams to achieve faster issue resolution Follow improve SLA resolution timings Adhere to incident problem and change management processes Participate in team meetings as per the agreed governance model Engage SAP CTW experts if required as per service catalog RACI Work to reduce the ticket assignment to Experts group Participate and contribute in continual service initiatives improvements Assist operation line manager in meeting program objectives Contribute to create and update the knowledge articles Update documents and share them with the operation line manager for review and approval Keep updated on new technologies and request training if needed Communicate with identified users appropriately via all approved media Adhere to shift timings and complete the assigned tasks Hand-off pending issues tasks to in-coming shift with all details as per the defined process Act as a backup resource as when needed EDUCATION AND QUALIFICATIONS SKILLS AND COMPETENCIES University degree or equivalent work experience Required Expert knowledge of a packaging tools set e g Flexera Install aware Understanding of software distribution tools such as SCCM Intune Strong knowledge of SCCM deployment tool Strong knowledge of scripting PowerShell VB scripting Good knowledge of Windows 10 operating system file system registry Experience in process automation Basic knowledge of software installation de-installation Positive knowledge of quality process and should have handled reviews with customer Good knowledge of technical troubleshooting Open to work in 16x5 support shifts and provide on-call support during off-business hours Willingness to learn new skills and technologies Ability to make quick decisions assume leadership without supervision able to assume a role of authority as necessary Ability to think independently and find solutions to complex issues through different sources A keen eye for detail and a result driven approach Effective analysis Ability to listen analyze and summarize Ability to work in stressful situations Conflict management skills is a plus Customer and team-work oriented Outstanding communication skills Excellent English written and oral communication 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 Deliver No Performance Parameter Measure 1 100 adherence to SLA timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills Application Packaging - Windows Experience 3-5 Years 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

📌 Administrator (Karnataka)
🏢 Wipro
📍 Karnataka