Bengaluru LEAD ADMINISTRATOR L1(CONTRACT) IND 560035

Job description

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. Job Description: Job Description Role Purpose The purpose of this role is to resolve high-priority incidents through advanced troubleshooting, ensure SLA compliance, analyse system performance trends, and create mitigation measures by collaborating with internal and external stakeholders. ͏ Areas of responsibility Triaging and resolution of tickets-Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure. SLA Monitoring-Ensure SLA compliance for assigned technology areas and ensure proactive escalation management. Performance tuning and optimization-Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency. Perform system Improvements-Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams. Handling disaster recovery-Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards. Reporting and stakeholder engagement-Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment. Team Management-Collaborate with team members to resolve open tickets and service requests. Knowledge base and continuous learning Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution. ͏ ͏ ͏ Location options are : Pune, Blr, Chennai and Coimbatore Mark up - 200K/M Job Description As a member of the C&CA team, Sr. IVR Developer will develop and support DTMF and Voice BOTs to meet the overall goal of the business and program. This role is part of a large transformational program team that will enable many lines of business in the enterprise. It is central for enabling meaningful and personalized customer experience in the assisted service channels (IVR) and will lead the organization in adopting increasingly advanced capabilities. This role covers both Development and Support. Build / Develop / Support DTMF and Conversational IVRs (Integrated Voice Response) BOTs and perform unit / component test aligned to business needs and in accordance with technology architecture standards In conjunction with the Solution Architect, assist the Application Owner, Development Manager and Technical Delivery Lead by providing effort estimates for new projects and initiatives Identify and address any issue that affects the integrity of the application (e.g. cross-capability/release issues) Collaborate and interact directly with design, business and technology partners. Covers technical planning, integration, systems analysis, design, development, unit and component systems testing and support-maintenance Create and maintain quality code, ensure defect free programming consistent with standards; provide code maintenance and support during testing cycles and post-production deployment and participate in reviewing peer coding Continuously enhance knowledge / expertise in own area and keep current with leading-edge technologies, emerging trends/developments and grow knowledge of the business, applications, infrastructure, analytical tools and techniques Performs complex to difficult technical tasks independently and resolves highly complex and multifaceted development related problems Ensure design leverages existing reusable components, traces back to business requirements, and that new modules are designed with reusability in mind Requirements Undergraduate Degree or Technical Certificate (Graduate degree preferred) 4+ years of experience in DTMF IVR application development in CVP (Contact Center) Relevant technologies include but are not limited to: Cisco Call Studio / Cisco CVP VXML Server, CVP custom elements (Java), Call Studio GUI, Apache Tomcat, etc. Java development with client backend integrations ( HTTP REST APIs, oAuth2, XML Web Services, MS SQL Server) Knowledge of UCCE / ICM (Integration of CVP IVR Applications with UCCE Routing Scripts, DNIS ,Queuing to Skillgroup, CTI Variables, Finesse Agent Desktop) Experience in Voice BOT development (Google Dialogflow, Microsoft etc) is nice to have Experience in Analysis of speech, speech repair and fine tuning of NLU is a plus Understanding of AWS, Google Cloud and Microsoft Azure is a plus. High comfort level in leading the build / support (7/24/365) of highly complex and/or comprehensive applications/systems Familiarity with tools like JIRA, Cyara and Confluence Strength in identifying root causes and implementing targeted and controlled remediation plans Strong verbal and written communication skills are essential Self-motivated team player with high energy and ability to work independently as well as within a team Hands-on experience with various SDLC including waterfall, specially agile Experience working within a large-scale Financial Enterprise environment Mandatory Skills: Interactive Voice Response Development . 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. 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. Apply Now Start applying with LinkedIn Please wait... Information at a Glance Get Job Alerts Receive notifications when we have open roles and get other relevant career news ">Register > Join Us Explore open roles that match your interests and skills ">Search Jobs > If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com . Do not email your resume to this ID as it is not monitored for resumes and career applications. Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com . We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law. Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity. Wipro.com Explore All Jobs Privacy policy Terms of use Fraud Awareness Wipro Locations Cookie Consent Manager Opens in a new tab. Opens in a new tab. Opens in a new tab. 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