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

Analyst III – Reliability Operations

Role Summary

The Analyst III is a senior operational leader who acts as Incident Commander during major outages, leads problem management efforts, and reviews/approves complex changes for operational readiness. This role partners closely with SRE and engineering teams on reliability strategy.

Key Responsibilities

Incident Management

• Lead high severity P1/P0 incidents as Incident Commander.
• Coordinate cross functional engineering teams in real time.
• Drive rapid troubleshooting, impact assessment, and resolution decisions.
• Ensure high-quality incident documentation, executive-ready summaries, and follow through
• Apply Technical knowledge of Application architecture flows in driving the incident towards mitigation

Problem Management

• Lead problem investigations for major or recurring incidents.
• Perform deep root cause analysis with engineering teams.
• Validate corrective actions and track long-term problem remediation.
• Present problem findings and preventive strategies to leadership.

Change Management

• Review and approve high-risk or complex changes for operational readiness.
• Participate in Change Advisory Board (CAB) when needed.
• Validate rollback strategies and operational safety measures.
• Lead change execution for major maintenance or reliability events.

Reliability Leadership

• Drive reliability initiatives to reduce MTTA, MTTR, and incident volume.
• Mentor junior analysts on incident handling and operational maturity.
• Partner with SRE teams to expand observability, automation, and resilience.
• Partner with SRE/Engineering teams on service reliability initiatives.
• Lead maintenance events, failover tests, and resilience validation exercises.
• Review and enhance runbooks, automation workflows, and monitoring strategies
• Contribute to Automation & AI Ideas for improving efficiency & reduce MTTM /MTTR

Reliability Engineering Contributions

• Perform deep post incident analysis to identify systemic issues.
• Contribute to automation solutions and self healing systems.
• Own service reliability dashboards and operational KPIs.

Leadership & Mentoring

• Provide technical leadership to Analyst I/II team members.
• Serve as a point of escalation for complex incidents.
• Lead operational readiness reviews and training sessions.

Required Qualifications

• 3–5 years in SRE, Operations, Incident Management, DevOps, or related fields.
• Expert knowledge of monitoring tools, logging systems, and incident response.
• Strong troubleshooting skills: networking, Linux/Windows servers, cloud services.
• Strong communication and leadership skills in high-pressure situations.

Preferred Qualifications

• Hands-on experience with cloud platforms (AWS, Azure, GCP).
• Automation experience (Python, Go, Bash, or PowerShell).
• Familiarity with microservices, containers, and distributed architectures.

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Do

• Support process by managing transactions as per required quality standards
• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
• Update own availability in the RAVE system to ensure productivity of the process
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
• Follow standard processes and procedures to resolve all client queries
• Resolve client queries as per the SLA s defined in the contract
• Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
• Document and analyze call logs to spot most occurring trends to prevent future problems
• Maintain and update self-help documents for customers to speed up resolution time
• Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
• Ensure all product information and disclosures are given to clients before and after the call/email requests
• Avoids legal challenges by complying with service agreements

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
• Assist clients with navigating around product menus and facilitate better understanding of product features
• Troubleshoot all client queries in a user-friendly, courteous and professional manner
• Maintain logs and records of all customer queries as per the standard procedures and guidelines
• Accurately process and record all incoming call and email using the designated tracking software
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
• Undertake product trainings to stay current with product features, changes and updates
• Enroll in product specific and any other trainings per client requirements/recommendations
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
• Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver

No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Customer Service .

Experience: 3-5 Years .

The expected compensation for this role ranges from CAD 57000 to CAD 90000 .

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.

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.