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

Role Purpose

The purpose of this role is to oversee incident management process and define monitoring protocols while ensuring system resilience to manage client expectations and supervise team performance for efficient service delivery.

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Areas of responsibility

Triaging and resolution of tickets-Establish incident monitoring protocols and provide technical guidance to enable permanent fixes for recurring issues.

SLA Monitoring-Review SLA performance across the team, represent the function in meetings, and ensure consistent delivery quality.

Performance tuning and optimization-Collaborate with technical teams in managing production support activities regarding incident resolution, efficient deployments, and implementation of changes.

Perform system Improvements-Collaborate with technical teams to review mitigation measures and proposed improvement actions.

Handling disaster recovery-Develop disaster recovery and data backup plans to ensure system resilience and quick restoration in case of disruptions.

Reporting and stakeholder engagement-Participate in Quarterly Business Reviews (QBRs), manage client expectations, and ensure alignment with business objectives.

Team Management-Supervise team members by overseeing daily operations, conducting performance appraisals, and providing feedback.

Knowledge base and continuous learning Update and maintain documentation for complex issues, share best practices within the team, and support ongoing knowledge enhancement to improve service efficiency.

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Job Description – Nexthink Consultant - SME

Job Title

Nexthink Consultant - SME

Proposed Grade

B3/C1

Experience Level

10-12 Years – Desktop/Server support, System Administration

7+ years of experience in Nexthink

Job Description

Role & Responsibilities

Describe the Challenges, Key Result Areas, Decisions he can make, Team Size, Future growth in our organization.

Give the Project/Account Description, wherever possible, else describe the activities scheduled in the Project/Account.

Mandatorily specify the domain/technology areas the candidate will work on.]

Role: KEY RESULT AREAS (Activities scheduled in the project)

• Requirements gathering from Customer
• Responsible for overall Plan and design of Nexthink Architecture
• Prepare Nexthink Implementation & Deployment Project & Execution Plan
• Responsible for managing Nexthink Cloud instance and if (on-Prem) Appliance via Linux command line
• Creation of Nexthink process documentations
• Responsible for preparing Nexthink test cases and Test execution
• Coordinate with Client SME for Nexthink Implementation, Testing and Deployment sign off
• Coordinate with Network team, AD team, SCCM team, Datacenter Team and Wintel teams for addressing Project dependencies
• Envision, Plan & deploy Nexthink infinity operational Configurations like Investigations, Alerts, Dashboards, Hierarchy, Services, categories etc..
• Create scripts in PowerShell for Infinity or Nexthink Act modules.
• Leading team of BAU consultants / engineers
• Provide technical guidance and coordination with onsite / offshore team
• Review Nexthink Engineering/Deployment project plan and progress
• Participate in program and project review meetings
• Coordination with BAU team for handover
• Responsible for overall reporting and technical documentation needs

Required Candidate Profile

(Job Requirements/Descriptions)

[Mandatory to specify what Domains/technology areas/skills/projects the candidate should have worked on.

What Knowledge of job, Market/Industry knowledge he must possess.

Specify the required skill levels he must possess w.r.t Communication, Team Management, Business Development. Etc.

Describe in detail what his current role should have been in his current organization.]

Profile:

• Should be willing to work in 24/7 environment (Shift will depend on the Project)
• Strong Knowledge of Nexthink concepts, Architecture and Operational configurations
• Good to know NQL – Nexthink Query Language
• Strong knowledge in windows 10 and Windows 11 Operating System
• Good Knowledge of Desktop Support operations on L2 and L3 levels and incident management, Problem Management & Change Management
• Basic Knowledge of NQL Command/Linux /Unix Commands
• Basic Knowledge of SCCM deployment
• Good Customer orientation and coordination skills
• Good knowledge in deployment tools viz. SCCM, MDT, Altiris etc.
• Basic knowledge of Active Directory and Windows Servers
• Basic understanding of networking concepts
• Good Working knowledge in PowerShell scripting
• Be the first point of escalation for any issues
• Manage the DEX score as per the agreed compliance score
• Manage team (onsite and offshore) and ensure deliverables are met on time
• Strong communication & presentation skills

Certifications:

1. windows 10 and Windows 11 Certification.
2. Nexthink IT Support Module Certification – Mandatory
3. Nexthink IT Admin Module Certification – Mandatory
4. Infinity certifications

Education:

1. B.Sc, B.Tech or any Graduate with relevant experience

Location - PAN india

Mandatory skills -

10 - 15 years Architect exp must., Next think - Rate including mark up - 270K/M

8 -10 years - Architect exp not must - Rate including mark up - 220K/M

Primary skill - Next think

Secondry skill - SCCM -

Operation Configuration, Windows 10/11

Incident management.

NQL Command/Linux /Unix Commands

Mandatory Skills: UxM - NexThink .

Experience: 8-10 Years .

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.