Data Engineering Manager - L1

• Conduct internal status meetings at offshore to remain up to date on project status (including scope, estimation, effort, schedule, change request, staffing, and quality)

• Take corrective action when offshore team members fail to meet deadlines, remain within budget, or perform at the required standard.

• Participate in Change Control meetings with stakeholders and communicate the change to offshore team.

• Collate and document post project feedback. Identify and communicate the improvement areas based on the post project review.

• Experience in Leading BI teams will be a plus Communication

• Work with individual technical/solution SMEs to ensure timely delivery

• Act as a SPOC for the stream to address 1st level of escalations/clarifications/strategic decisions

• Communicate regularly with development team, testing team, technical/solution SMEs about project status including development changes, scheduling, and quality goals.

• Communicate status of project to DGL and other stakeholders on periodic basis

• Guide offshore team about right contacts for the given subject.

Process Compliance

• Do a random review to ensure adherence of offshore team to systems and processes.

People Management

• Lead the performance management activities for your team/stream including performance and development planning, performance review and appraisals, recognition, coaching, engagement

• Leverage the talent/resources on the team to generate results.

• Handle colleagues' day to day issues related to leave & attendance, transport, system issues, training requirements etc "

Job Description

Role:

Service Desk Manager

Do:

ESSENTIAL DUTIES/RESPONSIBILITIES :

- Oversee help desk support to ensure that end user problems are resolved in a timely and effective manner, enabling users to access needed information and utilize technology resources effectively.
- Improve productivity at ServiceDesk by focusing on reducing incidents, use self-heal and self-help techniques to reduce call flow at SD.
- Communicate effectively with customers and stakeholders to assess support needs, assist in the identification of technology needs, and respond to customer service concerns.
- Train and guide support specialists to effectively utilize help desk problem-management process (the identification, prioritization, escalation and resolution of end user help requests) to ensure quick and accurate responses to all end users, while emphasizing a customer-focused attitude.
- Establish and monitor service level targets/benchmarks and measure performance against those benchmarks. Establish and monitor Compliance level across the region - Patch, AV and security standards
- Track and analyze support calls and information requests to identify areas of need and create strategies to enhance end-user capacity and end-user reliance on support personnel.
- Develop and maintain comprehensive documentation, including: operations guidelines and procedures, inventory checklists, deployment guides, budget information, training guides and support materials.
- Measure and report on unit performance via metrics and indicators of service level activity and customer satisfaction. Provide regular helpdesk performance and utilization reports to leadership.
- Manage the inventory, support and maintenance of the region/location's end user technology assets, including, but not limited to: desktop and notebook computers, mobile devices (smart phones, tablets, etc.), printers and software.
- Facilitate equipment, services, and software purchases and implementation; and manage inventory and licensing reconciliations. Conduct research and make recommendations on hardware and software products, services, protocols, and standards.

SECONDARY DUTIES/RESPONSIBILITIES:
- Recommend changes or enhancements in available information technology or equipment as prompted by feedback via the user support function.
- Engage in ongoing research of emerging trends and new technologies which may benefit the corporation's goal of strategically implementing technology to enhance business performance, and specifically support the support services function.
- Participate in the planning, policy and decision making discussions involving information management projects.
- Provide occasional technical support and best practice advice for offsite Corporation events.
- Research and implement special projects and other duties as assigned.

NATURE OF WORK CONTACTS
- Works closely with staff and management from other units and divisions.
- Regular interactions with GNOC such as network administrators and server admi.
- Periodic correspondence and interaction with vendors Management staff

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.

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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.