Team Leader with English

Everyday at Wipro Digital Operations and Platforms is challenging and thought-provoking. What is tested is your drive, enthusiasm and initiative. New ideas are appreciated and innovation is encouraged - if you have a suggestion and a plan to take it forward - you will get all the necessary support to transform it into action.

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Profile:
- Fluent communication skills in English
- Fluency in other language than English would be a plus
- Previous Team Leader in IT experience is to be preferred.
- Experience of using call logging software.
- Knowledge of Microsoft based operating systems with emphasis on Windows X
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
- Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
- Full understanding of PC hardware set-up and configuration.
- MCP certification would be desirable
- Should have worked as a Technical Support Executive / System or Network Administrator/ Team Leader & acquired hands-on experience in the above areas in large & complex setups
- Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed
- Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, willing to travel, open to work in shifts

Main role and responsibilities:

• Managing the team of L1 and L2 analyst for providing support to end customers to deliver High Performance.
• Is the escalation point for end users
• Work closely with Service desk managers for ensuring a proper solve of the differebt technical issuses
• Generate reports and analyze it related to the service desk performance
• Perform Huddle, team meetings and communicate the plan for the day for the team members
• Ensure that the team is performing as per the agreed SLA’s define in the SOW
• Create and Manage Shift rosters and align with the call volume
• Motivate the team to perform. Analyze their performance on a daily basis and organize feedback sessions
• Identify and work with quality team to implement service improvement plans.
• Identify trainings for the team and define a clear career path for the team members.
• Be part of the transition team to acquire knowledge during the initial phase of the project and imparting it to the team.
• Handle all escalations and track till closure respecting the agreed timelines
• Conduct Audits and Mentor L1 Team Members
• Ability to prepare the MIS Reports and deliver them timely and accurate

Team Relationship, Client and Company requirements:

- Will be responsible for managing a team of Service Desk Analysts for Customization, Defect Fixes, Minor Enhancements, Testing and Patch Releases
- Conduct Initial Analysis of Tickets
- Assign tickets to Team Members
- Provide Technical Assistance to Team
- Report Progress Update to Service Delivery Manager
- Planning training for new hires on process / technical
- Providing access to all applications / tools / work area
- Conduct ITIL awareness training
- ITMS updation for cab's
- Real time monitoring of the ACD / Remedy / any other monitoring tool
- Tracking shift performance
- Documenting shift handover template and sharing with other leads / L2
- Generating ACD / Remedy reports and analyzing trend
- Preparing action plan / RCA on SLA slippages
- Perform Audits (Calls / tickets) on a regular basis
- Weekly / daily feedback sessions for the team members
- Tracking individuals performance and provide regular updates to team in order to improve their performance
- Identifying the training needs and planning sessions
- Conducting Huddle sessions at the team level
- Generating team stack
- D-sat Recovery and action plan based on the findings
- Handling escalated calls from L1 / L2
- Provide Rewards and Recognition to best performer
- Take care of the team Leave management (attendance file SPOC)
- Take care of team Break Management
- Using the trend analysis to identify the areas of improvement
- Preparing Weekly / Monthly dashboard
- Participating in Change Management calls
- Coordination with PRG's when necessary
- Responding to emails sent by customer (reports / queries etc..)
- Responsible for providing all required date to HR, Facility and other Wipro team
- Has a polite attitude towards colleagues, Clients and all persons from outside the Company that interacts with.
- Has a polite and professional attitude in all forms of communication addressed to the Client.

Benefits:

- Opportunity to work in a young and dynamic environment;
- Attractive benefits package;
- Lunch tickets
- Fitness deduction
- Health insurance and dental scheme;
- Opportunity to develop and learn constantly
- Access to internal training (job related and soft skills training).