Job Description
Job Title:  Axway
City:  Bengaluru
State/Province:  Karnataka
Posting Start Date:  2/20/26
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

Shift Timings: Graveyard (7pm - 4am & 11pm - 7am)
JD:
•                 Set up file transfer configuration for customer in Axway Managed File transform platform.
•                 Take ownership of platform maintenance activities which include but not limited to OS, Application Patching and operational automation.
•                 Diagnosing and troubleshooting file transfer and platform issues.
•                 Analyze and report platform related issues with respective product vendor.
•                 Flexible to provide regular on-call technical support (US/Pacific hours in Weekday and Weekends).
•                 Build automations which are deemed necessary for improving security, reliability, maintainability, availability and performance for MFT platform.
•                 Participate on building self-service capabilities for customer.
Required Qualifications
•                 Bachelors' degree in Computer Science or a related field.
•                 5-8 years additional relevant professional experience.
•                 Detailed understanding and experience with the Axway Secure Transport product.
•                 Good understanding of AWS technologies including but not limited to EC2, Lambda, S3, AWS RDS, EC2 Oracle.
•                 Hands on experience with Terraform for managing AWS resources.
•                 Experience with CI/CD tools like Jenkins and RunDeck.
•                 Strong Shell and/or Python development experience including expertise in REST/JSON APIs.
•                 Proficient understanding of code versioning using Git (GitHub).
•                 Good hands on experience in Linux and database administration.
•                 Strong debugging skills.
•                 Communicating with vendors and customers in a courteous and professional manner.
•                 Great communications skills.
Desired Qualifications
•                 Experience with participating in projects in a highly collaborative, multi-discipline development team environment
•                 Exposure to Agile, ideally a strong background with the SAFe methodology
•                 Skill set on any monitoring or observability tool will be a value add.
•                 Basic understanding of batch scheduling tools like autosys
•                 Java programing

 

͏

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 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
    • 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 SLA’s

͏

  • 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

 
Mandatory Skills: Axway Product .

 

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.
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