SENIOR CONSULTANT - TECH & IMPL L1

Wipro; Houston (PA); On-site; USD 60,000 - 135,000; Full time

Job summary

Wipro is seeking a consulting leader to drive growth across accounts and expand the consulting services portfolio. The role requires strong ITSM knowledge, experience with Endur, and the ability to translate business issues into IT support tickets for L2/L3 support.

You will support the Global Consulting Group account team, manage 24x7 Level 1/2 support, and create reporting in Power BI. Compensation ranges are provided and final pay will depend on location and experience.

Qualifications

• Industry experience in Level 1 & Level 2 support.
• Day-to-day production issue handling.
• Strong knowledge of ITSM processes.
• Ability to communicate with German users in English.
• Experience in execution/documentation of SOPs.
• Basic Endur support/monitoring experience required.
• Ability to conduct root cause analysis for recurring issues.
• Experience handling escalations per guidelines.
• ETRM domain experience is a plus.
• Experience with tools BaseIT, JIRA, ADO, Datadog.
• Translate business requirements into IT support tickets for L2/L3.
• Create Power BI reports.
• Experience managing 24x7 Level 1/2 support.
• Hands-on SLA management and reporting.

Responsibilities

• Provide consulting leadership to accounts and drive growth across consulting services.
• Support Account Lead/Team to expand consulting service portfolio and value.
• Generate and track number and value of consulting deals.
• Translate business issues into IT tickets for L2/L3 support.
• Create and maintain reports in Power BI.
• Manage Level 1/2 support in a 24x7 model and report SLA performance.

Skills

Consulting leadership

Account growth

Client relationship

ITSM processes

Root cause analysis

24x7 support

Power BI reports

Team collaboration

ETRM

Tools

BaseIT

JIRA

ADO

Datadog

Endur

Job description

Job Description

Provide consulting leadership to accounts Generating growth and integration across the consulting services, growing client relationship profile and supporting the achievement of the Wipro-wide account objectives

Support GCG Account Lead/Account team to grow consulting service portfolio Number & $ value of consulting deals in the account supported

• Candidate should have industry experience in providing Level 1 and Level 2 support.
• Should be able to handle day to day production issues
• Strong knowledge of ITSM processes
• Should be able to communicate with German users in English effectively
• Experience in execution/documentation of SOP's
• Basic support/monitoring experience on Endur is a MUST
• Should be able to conduct Root cause analysis for recurring issues independently
• Experience in handling escalations and follow pre-defined guidelines and processes
• Candidate with experience in Energy Trading & Risk Management domain and processes is a plus
• Experience with Tools – BaseIT / JIRA/ ADO /datadog
• Should be able to translate business requirements/production issues into IT support tickets for L2/L3
• Should be able to create reports in PowerBi
• Experience in managing Level 1/2 support in 24X7 model
• Hands on experience in managing/reporting of SLA's

Skills

• Grow the consulting talent Grow skills and capabilities to deliver consulting engagements in new industries, business themes, frameworks, technologies Self Development - Min 32 hrs on training in a year. Combination of online and classroom on new industries, new business themes, new technologies, new frameworks, etc. Build the consulting community Individual contribution to People Development and Collaboration Effectiveness Distinct participation in and demonstration of:
• Collaboration across GCG - through the contribution to cross-practice offerings, sharing of best practices/industrial/technological expertise, consulting community initiatives
• Knowledge Management - Number of Assets owned and contributed to Consulting Central
• Mandatory Skills: ETRM Energy Trading and Risk Management
• Experience: 5-8 Years

The expected compensation for this role ranges from $60,000 to $135,000 .

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

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.