Wipro Limited Looking for SD – Remote Desktop Support-Executive at New Delhi, Delhi

Wipro Limited; New Delhi; Remote; INR 4,50,000 - 6,75,000; Full time

Job summary

An established industry player is seeking a Senior Functional Executive to oversee operations in IT Managed Services. This role demands a minimum of 3 years of experience, particularly in quality assurance and ITIL concepts. You will be instrumental in ensuring compliance through audits, conducting training sessions, and maintaining seamless communication across teams. Your ability to adapt to dynamic infrastructures and mentor junior members will be crucial in this position. Join a forward-thinking company where your contributions will directly impact operational excellence and team performance.

Qualifications

• Minimum 3 years of experience in IT Managed Services or Service Desk.
• Understanding and implementation of ITIL concepts.

Responsibilities

• Responsible for end-to-end handling of tasks in the respective area.
• Coaching and mentoring junior team members.

Skills

Operations experience

Quality assurance

ITIL concepts

Expert communication skills

Coaching and mentoring

Education

Bachelor's degree in relevant field

Job description

Overview:
Minimum 3 years of Operations/Quality experience in IT Managed Services/Service desk area.
Understanding and Implementation of ITIL concepts based on experience or certification.
To ensure action plans, targets and deadlines are issued where gaps are identified through the audit process to ensure compliance.
Ability to understand the dynamical infrastructure and adapt to changes as and when required.
Expert communication and speaking skills in order to drive from a process and communications standpoint.
Conduct weekly calibrations within the team and with operations.
Ensure completion of audits as per set sample size and share feedback on a daily basis.
Highlight all the gaps across people/process to process owners and other respective stakeholders, post audits.
Conduct periodic process refresher trainings.
Propose new ticket templates in order to enable the operations with appropriate documentation as required.
Maintain 0 escalations from operations/stakeholders/customers.

Roles & Responsibilities:
As a Senior Functional Executive, you are completely responsible for end-to-end handling of tasks in the respective area of function/support. You are expected to work on areas of complex scope. You should have the ability to respond to detailed queries, apply your own judgment independently, and determine a course of action. You should be able to execute independently. You are responsible for coaching and mentoring junior members in the team to help them scale up faster.