Integration Software Engineer

2 weeks ago

Manila, National Capital Region, Philippines Wipro Full time

Join to apply for the Integration Software Engineer (Pipeline & DevOps) role at Wipro.

Overview

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.

Responsibilities
  • 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
    • Avoid 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 issue, timely escalate to TA & SES
    • Provide product support and resolution to clients by performing a diagnostic guidance and 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' 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
    • Mentor and guide Production Specialists on improving technical knowledge
    • Collate trainings to bridge the skill gaps identified through interviews with the Production Specialists
    • Develop and conduct trainings (Triages) within products for production specialists 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
Qualifications
  • Experience: 5-8 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. 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.

EEO Statement: Applications from people with disabilities are explicitly welcome.


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