Service Manager - L2

Wipro Technologies; Atlanta (NY); On-site; USD 55,000 - 58,000; Full time

Benefits offered by this job

Medical and dental benefits

Disability insurance

Paid time off

Job summary

Wipro Limited in the United States is seeking a Service Manager to coordinate across multiple technical groups and ensure business services stay available to end users.

The role supports AT&T's strategic customers, manages incident handling, ticketing, diagnostics, and restoration, and requires 3–5 years of experience. Expected pay ranges from $40 to $42 per hour with standard benefits including medical, dental, disability insurance, and paid time off.

Qualifications

• Mandatory Skills: Order Management (Comms).

Responsibilities

• Receiving and processing client reports via maintenance ticketing systems (BMP, AOTS, WFA/C).
• Diagnosing and troubleshooting issues and restoring service independently or with a team.
• Communicating status across organizations and handling tickets and work requests.

Skills

Order Management

Job description

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:

Service Manager

• This career step requires intermediate level experience. Responsible for working across multiple technical organizations ensuring that business services are available to end users allowing them to perform their day‑to‑day operations without interruption of service.

Position supports AT&T's most complex and strategic customers by creating a broader and deeper relationship with the customer and owning the customer service experience. Partners with others in service management, sales and service delivery.

Key Roles and Responsibilities:

This role includes receiving and processing client reports via maintenance ticketing systems: BMP, AOTS, and WFA/C and alarmed conditions of issues, related diagnosis and troubleshooting, independent and/or collaborative restoration of service, communication of status across organizations and administrative roles related to tickets and work requests. Accountable for driving and performing resolution of routine and/or complex issues across environments. Works with technical liaisons to ensure that our clients are well informed of issues being worked and provide plans and timelines of when service impacting problems will be resolved.

Performs pivotal role during customer crisis issues, this position is held accountable for all customer issues while simultaneously concentrating on process improvement and customer satisfaction. This position serves at the point of intake on a 24 x 7 basis and is charged with resolving customer issues with the independent authority to elevate as necessary to expeditiously resolve customer complaints. Uses online tools to extract, analyze and customize data for stewardship reports. Mastery of MS Office tools like Excel ad other database tools. Uses various systems to troubleshoot problems and determines possible resolution. Promote use of on‑line servicing tools with the customers as an alternative approach to resolve customer issues. May provide input to Sales to assist with request for proposal development or presentation support. Develops and maintains customer specific service guides that provides the customer and AT&T a guide to doing business together. Develop and manage service action plans to correct recurring or longstanding service issues. Exceptional skills in written and verbal communications and customer interactions required.

Job Contribution:

Intermediate level technical professional. Subject matter technical knowledge within a discipline and sound understanding of AT&T technologies.

Mandatory Skills: Order Management(Comms).

Experience: 3-5 Years.

Expected annual pay for this role ranges from $40/hr to $42/hr. 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.

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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.