Senior ITSM & Energy Trading Consulting Lead

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

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.