Job description
Overview:
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.
Operations
Benefits @ 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.
- Minimum of 6+ years of experience of leading a team of employees across various geographies in a previous role is mandatory.
- Prior experience working within a global companies, working across major geographic regions is mandatory.
- Prior experience in handling multiple accounts in multiple geographies.
- Leadership Experience - leading Service Delivery and solid record of success in managing customer satisfaction in an IT Services environment that includes EUC engineering services.
- Customer management and service experience – Direct experience leading customer facing services such as governance discussions, weekly and monthly service review, roadmap reviews, and escalation management.
- Working experience of at least 4: Application Packaging, Mobile Device Management, Image Management, Apple Device Management, Software distribution / Patching using SCCM, Digital Workplace Cloud management (Intune, Workspace 1, Jamf,) DEX U/X Delivery(Nexthink, 1E Tachyon, Aternity), RPA Automation, ServiceNow Automation, Digital Workspace Orchestration and System Integration, Unified Communications Deployment and Management, Windows System Management and Evergreen Processes, Third Party Patching.
- Self-motivated, multitasking, reliable to deliver on time, a quick-thinker, be able to work in a fast-paced work environment and highly passionate
- Strong customer relationship management is required.
- Strong executive presence, ability to present and converse with senior leadership, C-Suite.
- Communicate and collaborate with several levels of both Wipro and the Customer Organization
- Ready to travel within India or International, if required.
- Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures
- Experience in SLM / KPI / SLA / XLA Management
- Expertise in Process definitions or review of existing processes and rework the process to enable smooth service delivery
Operations
- Proven track record of Digital Workplace modernization, including migrating to cloud services such as Intune and JAMF.
- Proven track record implementing automation in digital workplace and end user computing, such as patch automation, upgrade automation, end user experience automation.
- Strong passion for End User Experience Management, and process and tool simplification.
- Experience with RPA type tools such as Automation Anywhere, Blue Prism, or MS Power Automate.
- Strong understanding of the Microsoft End User Compute space, including M365, Windows 365, SCCM, Intune, Autopilot, Office, Windows.
- Strong understanding of the Apple Ecosystem, including Apple Business Manager, iOS, MacOS, iPad OS, JAMF, Intune/JAMF Integration, Apple Automation capabilities.
- Good understanding of Nexthink or other DEX tools, how they can drive experience improvement and be user for automation.
- Good understanding of PowerShell or Bash.
- Proven experience working with OEM vendors such as Dell, Apple, HP, and Lenovo.
- A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders
- Conducts interview, makes hiring recommendations, assigns work roles, and establishes both training and operational processes to ensure success
- Servant leadership, wiliness to focus on growth and team moral and wellbeing.
- Good presentation skills required to submits regular reports to customer, senior management on daily operations, weekly service review, Monthly performance reports
- Be the driver to drive the Customer Satisfaction enhancement program and play critical role in improving the customer satisfaction and experience
- To build relationships with Customer SME CxO level and ensure Customer experience is at the highest level
- Drive continuous quality & Process improvements - identifying root causes and implementing solutions (moving away from ‘reactive/corrective’ towards ‘proactive/preventative’ actions)
- Ensuring daily monitoring of SRQs, incidents, change, tasks, optics or any other SLA/KPI or contractual bound deliverables
- Respond appropriate to customer feedback on areas of improvement.
- Analysis & Problem Solving, Planning/Organizing/Work Management, Quality Orientation / Attention to Detail, Learning Agility, Influencing, Tenacity, Building Trust, Listening, Project Coordination / Management, Ability to effectively communicate and collaborate with several levels of the customer’s organization
- Coordination with cross functional team, as required to improve the services
- Explore opportunities within account for additional CR
- Drive demystification, point of view on topical subjects through contribution and authoring of thought/white papers
Benefits @ Wipro
- Paid Parental Leave
- Excellent Remuneration Package.
- Quarterly bonus/variable pay.
- Quarterly Career Progression Reviews – we do not limit our employees to the usual once per year reviews!
- Corporate Healthcare Benefits
- 401k benefits
- Fringe, Concession + Membership & Subscription Tax Benefits.
- Financial Advisory & Banking Benefits.
- Free Ongoing training and development to help you reach your full potential.
- Collaborative team - positive and empathetic people who love to laugh either through social distancing in the office or virtually from home!
- Team building, fun activities, and social events – COVID permitting.
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.
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