Service Manager - L2

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

Benefits offered by this job

Medical benefits

Dental benefits

Paid time off

Disability insurance

Job summary

Wipro is seeking a technical service professional to support AT&T and achieve a reliable customer service experience. You will receive and process reports via BMP, AOTS and WFA/C, diagnose and troubleshoot issues, and restore services with collaboration across teams.

The role requires experience in ticketing, strong communication, and a commitment to 24x7 coverage for incident resolution and customer satisfaction. This position offers exposure to complex environments and enterprise customers.

Qualifications

• 3–5 years of experience in a technical support or service management role.
• Strong written and verbal communication skills.
• Ability to work 24x7 support and coordinate with multiple teams.
• Experience with ticketing systems and customer crisis handling.

Responsibilities

• Receive and process client reports via maintenance ticketing systems (BMP, AOTS, WFA/C).
• Diagnose issues, troubleshoot, and restore service in collaboration with others.
• Communicate status across organizations and maintain ticket/work request records.
• Participate in crisis management to resolve customer issues with expedient action.

Skills

Order Management (Comms)

Tools

MS Office

Excel

Database tools

Job description

• 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 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.