Job Description
Job Title:  BUSINESS ANALYST
City:  Bengaluru
State/Province:  Karnataka
Posting Start Date:  9/10/26
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

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
 

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Do

  • Support process by managing transactions as per required quality standards

    • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
    • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
    • Update own availability in the RAVE system to ensure productivity of the process
    • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
    • Follow standard processes and procedures to resolve all client queries
    • Resolve client queries as per the SLA’s defined in the contract 
    • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
    • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting 
    • Document and analyze call logs to spot most occurring trends to prevent future problems
    • Maintain and update self-help documents for customers to speed up resolution time
    • 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 complying with service agreements

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  • Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

    • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
    • Assist clients with navigating around product menus and facilitate better understanding of product features 
    • Troubleshoot all client queries in a user-friendly, courteous and professional manner
    • Maintain logs and records of all customer queries as per the standard procedures and guidelines
    • Accurately process and record all incoming call and email using the designated tracking software
    • 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 /SLAs

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  • Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

    • Undertake product trainings to stay current with product features, changes and updates
    • Enroll in product specific and any other trainings per client requirements/recommendations
    • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
    • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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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
2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Position: Business Analyst

Wipro Band: B1

Voice/ Non-Voice: Non voice

Shift: 24*7 and Flexible working on Weekends

Qualification: Graduate and No External Certification Required
- MBA In Operations/ Business Analytics

Experience: 2 Year - 4 Years

Experience Breakup: Non BPO with GIS Navigation Map Experience

 

Essential Hiring Skills:

  • Core Business Analysis: Proven experience in requirement gathering, writing clear Business Requirement Documents (BRDs), Functional Specification Documents (FSDs), and creating detailed User Stories.

  • Logical & Process-Oriented Thinking: Ability to understand workflows, step-by-step user journeys, and how data flows from one system to another.
  • Data Analysis & SQL: Proficiency in writing basic to intermediate SQL queries to extract and analyze map data, alongside strong skills in Excel or data visualization tools (Tableau, Power BI).
  • Stakeholder Management: Exceptional communication skills to translate complex technical mapping logic (used by GIS/software engineers) into simple business value for stakeholders.
  • Root Cause Analysis (RCA): Experience using RCA frameworks (like the 5 Whys, Fishbone diagrams, or data drilling) to identify why a system feature or data point is failing.
  • Strong Analytical & Problem-Solving Mindset: Proven ability to look at complex, ambiguous problems, break them down, and find logical solutions.
  • AI Prompting: Proficient in AI prompt engineering to accelerate requirements analysis, automate documentation, and extract actionable business insights.
  • Process Improvement: Drives continuous process optimization by identifying workflow bottlenecks and implementing lean, scalable solutions
 

Good to have Hiring Skills:

  • App Domain Exposure: Prior experience working with location-reliant apps (e.g., food delivery, ride-hailing, logistics, e-commerce, or fleet management platforms).
  • Data-Heavy Product Experience: Experience working as a BA on products that handle large volumes of user data, feedback, or transactional logs.
  • Tech-Adjacent Familiarity: A high-level, everyday understanding of how modern applications interact (e.g., basic awareness of what an API does or how GPS works on a smartphone).
  • Automations & Ideation: Leverages Google Apps Script to rapidly prototype workflow solutions, automate routine tasks, and validate new operational ideas.
  • Geospatial & Mapping Fundamentals: A conceptual understanding of how digital maps work—including coordinates (Latitude/Longitude), Geocoding, Reverse Geocoding, Points of Interest (POIs), and spatial data formats (e.g., GeoJSON, KML, Shapefiles).
 
 

Trainable Skills:

  • Map Domain Fundamentals: Training on how digital maps are structured, including basic concepts like routing logic, Points of Interest (POIs), geocoding, and address matching.
  • Proprietary Mapping Tools: Hands-on training on our internal tools, dashboards, and map data curation platforms.
  • Identifying Map Anomalies: Learning how to spot geographical data issues, routing errors, or layout inconsistencies specific to navigation.
  • Map Quality Metrics: Training on the specific KPIs we use to measure map accuracy, search relevance, and route efficiency.

 

Job responsibilities :

  • Problem Identification & Triaging: Actively monitor user feedback, error reports, and system data to identify problematic map areas (e.g., incorrect directions, missing roads, or failed location searches).

  • Conduct Root Cause Analysis (RCA): Investigate why a map issue is occurring. Determine whether it is a data ingestion failure, an algorithmic glitch in routing, or a localized geographic anomaly, and pinpoint the exact source of failure.
  • Project Product & Business Impact: Evaluate and quantify how a specific map problem affects the wider product ecosystem.
  • Impact-Driven Prioritization: Use the projected product impact to prioritize the backlog. Ensure engineering teams are fixing high-impact issues first (those causing the most severe user friction or business loss) before tackling minor cosmetic flaws.
  • Solution Formulation: Design and propose actionable solutions to fix identified problems, balancing immediate quick fixes with long-term, scalable product enhancements.
  • Requirement Elicitation & Documentation: Translate those solutions into clear business requirements and user stories for the engineering and data operations teams, clearly defining the expected positive impact on the product.
  • UAT & Post-Fix Validation: Define acceptance criteria, conduct User Acceptance Testing (UAT) to ensure the fix works, and monitor post-launch product metrics to verify that the problem was successfully resolved, and the product impact was mitigated.
  • Cross-Functional Collaboration: Connect the dots between engineering teams (who build the app logic) and operations teams (who handle data updates) to ensure everyone understands both the problem and its overall product significance.
 

Languages: English

 

Nationality: Indian

 

Job Location: Bangalore

 

Mandatory Skills: Geographic Information Systems(Maps) .

 

Experience: 1-3 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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