PRODUCTION SPECIALIST L2

Wipro Technologies; Región Centro; Presencial; MXN 300.000 - 420.000; Jornada completa

Descripción de la vacante

Wipro Limited is hiring for Production Support to ensure smooth operation of client applications and data workflows. The role requires 3–5 years of production support experience, strong Oracle DB/PL/SQL skills, and familiarity with AWS services.

Excellent communication and problem-solving abilities are essential. Responsibilities include handling client requests, documenting issues, following SLAs, maintaining knowledge bases, and contributing to process improvements to deliver reliable,

Formación

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent.
• 3–5 years of application/data production support experience.
• Experience with Oracle Database, PL/SQL, and stored procedures.
• Experience with AWS services (ECS, EKS, S3, CloudFront).
• Strong verbal and written communication skills.
• Jenkins/Pipeline experience preferred.
• ETL tool experience preferred.

Responsabilidades

• Handle incoming help requests from clients via phone or email.
• Document end-user information and nature of problems.
• Update availability in the RAVE system.
• Record queries, steps taken, and resolutions.
• Follow standard processes to resolve queries.
• Resolve queries per SLAs defined in the contract.
• Access and maintain internal knowledge bases and FAQs.
• Learn product details to assist troubleshooting.
• Document and analyze call logs for trends.
• Maintain self-help documents for faster resolution.
• Escalate serious issues to Team Leader when needed.
• Ensure product information is disclosed to clients before/after calls.

Conocimientos

Oracle Database

PL/SQL

AWS

Jenkins Pipeline

ETL Tools

Communication skills

Educación

Bachelor's degree in CS or related field

Descripción del empleo

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:

Production Support

Key requirements:

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent relevant work experience.
• 3–5 years of application/data production support experience.
• Experience with Oracle Database, PL/SQL, and stored procedures.
• Experience with AWS services such as ECS, EKS, S3, and CloudFront.
• Strong verbal and written communication skills.
• Jenkins/Jenkins Pipeline experience is preferred.
• ETL tool experience is preferred.

Support process by managing transactions as per required quality standards

• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
• Update own availability in the RAVE system to ensure productivity of the process
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
• Follow standard processes and procedures to resolve all client queries
• Resolve client queries as per the SLA s defined in the contract
• Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
• Document and analyse call logs to spot most occurring trends to prevent future problems
• Maintain and update self-help documents for customers to speed up resolution time
• Identify red flags and elevate serious client issues to Team leader in cases of untimely resolution
• Ensure all product information and disclosures are given to clients before and after the call/email requests
• Avoids legal challenges by complying with service agreements

Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
• Assist clients with navigating around product menus and facilitate better understanding of product features
• Troubleshoot all client queries in a user-friendly, courteous and professional manner
• Maintain logs and records of all customer queries as per the standard procedures and guidelines
• Accurately process and record all incoming call and email using the designated tracking software
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

• Undertake product trainings to stay current with product features, changes and updates
• Enroll in product specific and any other trainings per client requirements/recommendations
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
• Update job knowledge by participating in self learning opportunities and maintaining personal networks

Deliver

No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Technical Consulting.Experience: 3-5 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.