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Title:  Oracle EBS

Requisition ID:  78165
City:  Pune
Country/Region:  IN
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

Role Purpose

The Technical Lead's role is characterized by the imperative of facilitating process delivery and bolstering team performance through diligent oversight of the Production Specialists. In this capacity, you will manage technical escalations, nurture team development, and ensure alignment with the established business objectives. The importance of this position cannot be overstated, as it plays a vital role in sustaining exemplary service standards and encouraging a culture centered on excellence.
 

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Do

  • Oversee and support processes by reviewing daily transactions against performance parameters
    • Continuously analyze performance dashboards and metrics to enhance team efficiency
    • Mentor team members, fostering skills that enhance overall performance metrics
    • Maintain comprehensive logs of queries, detailing the resolution steps and outcomes
    • Ensure strict adherence to standard operating procedures for prompt resolution of client requests
    • Assist in promptly resolving client queries within agreed SLAs, upholding high service delivery standards
    • Enhance the team's understanding of processes and products for improved client interactions and effective troubleshooting
    • Document and analyze issues to identify trends and offer proactive solutions for prevention
    • Elevate significant issues to senior management to secure timely client resolutions
    • Ensure complete transparency of product information and necessary disclosures during client interactions
    • Mitigate potential legal challenges by monitoring compliance with service agreements rigorously

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  • Manage technical escalations through effective diagnosis and troubleshooting of client queries
    • Implement a systematic approach to managing technical challenges while adhering to SLAs
    • Timely escalation of unresolved issues to appropriate technical authorities is paramount
    • Guide clients through systematic solutions while promoting a positive experience
    • Demonstrate exceptional troubleshooting skills, maintaining professionalism to ensure user satisfaction
    • Provide alternative solutions when immediate resolutions aren't feasible to sustain business relations
    • Regularly communicate operational updates to clients, fostering clarity throughout interactions
    • Conduct post-resolution follow-ups with clients to gather insight and ensure SLA compliance is maintained

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  • Enhance team capabilities to uphold operational excellence and superior service levels for clients
    • Act as a mentor, fostering the technical capabilities of Production Specialists
    • Conduct targeted training sessions to address any identified skill gaps within the team
    • Develop specialized training modules tailored to the needs of the team
    • Inform clients of upcoming training sessions and their expected outcomes to ensure alignment
    • Engage in continuous learning, staying up-to-date on product enhancements and modifications
    • Participate in all recommended product-specific training sessions
    • Identify recurring issues, presenting robust resolutions to elevate team performance
    • Engage in self-directed learning to remain knowledgeable, leveraging network resources

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Deliver

No Performance Parameter Measure
1 Process Number of resolved cases daily, adherence to defined processes, quality standards, and overall customer satisfaction metrics
2 Team Management Team productivity, absenteeism rates, and overall morale assessment
3 Capability Development Completion rates of targeted triages and Technical Test performance

 

Mandatory Skills: Oracle EBS data migration ETL approach .

 

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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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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.

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