Job Description
Job Title:  Group Lead (Call center services-CCNA)
City:  Pune
State/Province:  Maharashtra
Posting Start Date:  8/25/26
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

Group Leader (B2) for a Network Support / Service Assurance process in Pune.

📍 Location: Pune (Work from Office)
🕒 Shift: Night Shift (US Working Hours)
🎓 Qualification: Graduate
👥 Role: Group Leader (People Management)
💼 Experience: 3-4 Years

✅ Mandatory Skills

  • Minimum 24 months of team handling experience in Call Center Services, Service Assurance, or Ticketing Process
  • Strong people management and coaching skills
  • Excellent communication and stakeholder management
  • Good knowledge of networking concepts and devices:
    • Routers, Switches, Load Balancers, Firewalls
    • BGP and Routing Protocols
  • MS Office (Excel, Word, Outlook)
  • Customer-focused mindset with problem-solving abilities

⭐ Good to Have

  • CCNA Certification (Valid Cisco ID)
  • Understanding of commercial elements in Classic/BFG environments
  • Knowledge of POP structure, routing, and switching

🎯 Key Responsibilities

  • Lead, coach, and mentor a team to achieve business KPIs.
  • Drive performance, productivity, and quality across customer interactions.
  • Monitor operational metrics and identify improvement opportunities.
  • Manage escalations and support process compliance.
  • Communicate business priorities and process changes effectively.
  • Develop team members and manage overall team performance.
Mandatory Skills: Customer Service Helpdesk .

 

Experience: 3-5 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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