Production Support Specialist - Cloud & Oracle

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 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,