Role Purpose

The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations

Do

Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)

Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution

Conduct technology capacity planning by reviewing the current and future requirements

Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable

Strategize & implement disaster recovery plans and create and implement backup and recovery plans

Manage the day-to-day operations of the tower

Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues.

Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower

Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges

Develop shift roster for the team to ensure no disruption in the tower

Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.

Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps

Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness

Team Management

Resourcing

Forecast talent requirements as per the current and future business needs

Hire adequate and right resources for the team

• Train direct reportees to make right recruitment and selection decisions

Talent Management

Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability & effectiveness

Build an internal talent pool of HiPos and ensure their career progression within the organization

• Promote diversity in leadership positions

Performance Management

Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.

Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below

Employee Satisfaction and Engagement

Lead and drive engagement initiatives for the team

Track team satisfaction scores and identify initiatives to build engagement within the team

• Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team

Exercise employee recognition and appreciation

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Technology Solutions Group, BU Teams, Different Infrastructure teams

Understanding requirements, planning and status updates, maintenance and back up, issue resolution etc.

IRMC, QA

Guidance on risk mitigation and quality standards

External

Clients

Understanding requirements, planning and status updates, maintenance and back up, issue resolution etc.

Vendors/ Manufacturers

Development and deployment of platforms, applications, databases etc.

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  • Technical Knowledge - Knowledge of own tower (platform, application, database etc) - Expert
  • Domain Knowledge - Understanding of IT industry and its trends - Competent to Expert

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.

• Behavioral Competencies
  • Managing Complexity
  • Client centricity
  • Execution Excellence
  • Passion for Results
  • Team Management
  • Stakeholder Management

Deliver

No.

Performance Parameter

Measure

1.

Operations of the tower

SLA adherence

Knowledge management

CSAT/ Customer Experience

Identification of risk issues and mitigation plans

Knowledge management

2.

New projects

Timely delivery

Avoid unauthorised changes

No formal escalations

ServiceNow - IT Service Management