Genesys Contact Center

Wipro; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Wipro is seeking an experienced Incident Management Lead in Hyderabad to oversee the end-to-end incident lifecycle, drive monitoring protocols, and ensure system resilience. You will collaborate with cross-functional teams for production support, deployments, and changes while guiding a team to deliver high-quality service.

The role requires 8-10 years of relevant experience, strong knowledge of incident management, SLA tracking, and disaster recovery planning.

Qualifications

• Oversee incident management lifecycle and drive timely resolutions.
• Monitor SLA performance and represent the function in reviews.
• Collaborate with technical teams for production support and deployments.
• Develop disaster recovery and data backup plans for resilience.
• Lead and coach the operations team, conducting regular appraisals.

Responsibilities

• Triaging and resolution of tickets; establish monitoring protocols.
• SLA monitoring and ensuring delivery quality across the team.
• Performance tuning and optimization of production support activities.
• Implement improvements based on mitigation and root-cause analysis.
• Disaster recovery planning and quick restoration in disruptions.
• Engage with stakeholders in QBRs and align with business goals.
• Oversee daily operations and provide coaching to team members.
• Maintain knowledge base and share best practices for efficiency.

Skills

Incident management

SLA monitoring

Team management

Disaster recovery planning

Knowledge sharing

Tools

Genesys Cloud Contact Center Admin

Job description

Job Description:

Job description:

Job Description

Role Purpose

The purpose of this role is to oversee incident management process and define monitoring protocols while ensuring system resilience to manage client expectations and supervise team performance for efficient service delivery.

Areas of responsibility

• Triaging and resolution of tickets-Establish incident monitoring protocols and provide technical guidance to enable permanent fixes for recurring issues.
• SLA Monitoring-Review SLA performance across the team, represent the function in meetings, and ensure consistent delivery quality.
• Performance tuning and optimization-Collaborate with technical teams in managing production support activities regarding incident resolution, efficient deployments, and implementation of changes.
• Perform system Improvements-Collaborate with technical teams to review mitigation measures and proposed improvement actions.
• Handling disaster recovery-Develop disaster recovery and data backup plans to ensure system resilience and quick restoration in case of disruptions.
• Reporting and stakeholder engagement-Participate in Quarterly Business Reviews (QBRs), manage client expectations, and ensure alignment with business objectives.
• Team Management-Supervise team members by overseeing daily operations, conducting performance appraisals, and providing feedback.
• Knowledge base and continuous learning Update and maintain documentation for complex issues, share best practices within the team, and support ongoing knowledge enhancement to improve service efficiency.

Mandatory Skills: Genesys Cloud Contact Center Admin.

Experience: 8-10 Years.

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