Role Purpose
The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.
Do
ists the competencies required to perform this role effectively:
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
Performance ParameterMeasure
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
Apigee EnterpriseAPI Management Platform
Wipro is a global provider of consulting, IT Services, and outsourced R&D, infrastructure outsourcing and business process services. We deliver technology-driven business solutions that meet the strategic objectives of Global 2000 customers. With over 25 years in the Information Technology business, Wipro is the largest outsourced R & D Services provider and one of the pioneers in the remote delivery of services. We deliver unmatched business value to customers through a combination of process excellence, quality frameworks and service delivery innovation. Wipro is the World's first PCMM, CMM and CMMi Level 5 certified software Services Company and the first outside USA to receive the IEEE Software Process Award. We are the first services company to embrace Six Sigma, lean manufacturing and factory model concepts to software engineering. We have a wide geographical diversity of operations with over 40 development centers and 10 near shore centers spread across India, Japan, China, Middle East, Eastern Europe, France, Austria, Sweden, Germany, UK and USA. Wipro Arabia Limited (WAL) is a Joint Venture between Wipro Limited and Dar Al Riyadh, a well diversified group in Saudi Arabia having business interests in Engineering Services, Industrial Products, Systems & Integration and Information Technology. Providing integrated solutions spanning the entire IT lifecycle, we converge technology to business to help customers achieve their strategic business objectives. The breadth and depth of our offerings make us the ideal choice for Strategic Engagement relationships where we manage all IT needs of an enterprise on a holistic approach. Backed by over two decades of Wipro’s global experience, best-of-breed technologies, robust process and quality frameworks and strong partnerships with product leaders, we deliver superior performance at optimum costs. Innovation is a key to our success and we are committed to creating sustainable customer value for the long term. We have constantly innovated and launched new service lines which allow our customers across verticals to leverage their IT investments for improved business growth and operational efficiency. IT is a key driver of innovation and growth in KSA and Wipro will bring together a unique blend of agility, technology expertise in applications & infrastructure and excellence in people & processes. Wipro through its industry leading global delivery model, high quality processes, and deep technological skills assists High-tech clients by providing Cost Optimized solution, Enhancing of Revenue & Customer Equity and Stimulating innovation while reducing the time-to-market delivery. Wipro’s global service delivery model ensures a service of the highest quality with Six Sigma consistency that translates into improved efficiencies and quicker return on investments.
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