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. We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries. We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
A PROUD HISTORY OF OVER 75 YEARS
FY22 REVENUE 10.4 BN USD
WE'RE PRESENT IN 66 COUNTRIES
OVER 1,400 ACTIVE GLOBAL CLIENTS
Role: Project Manager
Location: Bellevue, Washington
Job Description :
Experience in IT Program Management with a focus on IT Infrastructure Delivery Projects
Serve as a single point of accountability for the Infrastructure Service delivery [Wintel, VMC, AWS, Database, Nutanix, Cohesity, Storage, VMware and Backup]
Serve as the primary point of contact to the Client's stakeholders regarding overall and day-to-day service delivery.
Provide for a modern, functional, and stable IT operations platform.
To Support Tower leads/ engineers, helping them to prioritize and perform support/enhancement duties with excellence.
Motivate the team to handle formal incidents and service requests coming in through a ticketing system, ad-hoc requests from users, support recurring processes, monitor jobs/processes for failure, and correct as needed.
Understand Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), make sure they are accomplished as per the Contract expectations and follow up on any corrective actions in case of deviations.
Have a solid understanding of Service Now support tickets and defects intake system, including how to query, assign, and report on request status and service delivery level achievement.
Work with multiple teams which must collaborate to solve IT infrastructure problems.
Understand repetitive problems which need remediation, their priority and urgency. Oversee Root Cause Analysis (RCA's) for resolved incidents apply the necessary traction to remove any blockers and correct them permanently.
Performance of a single delivery centre. Adherence to standards, measurement and reporting of metrics.
---Overall responsibility for processes, escalations, knowledge management within the DC
---New transitions and integration with the current teams. Knowledge acquisition, completion of documentation, management of infrastructure requirements, and all requirements that are associated with the new transitions. Operations reporting and governance meetings.
Lead Customer calls, participate actively in High Severity Incident bridge calls, manage service ticket queues and monitor SLAs to ensure issues are responded to and resolved on time.
Oversee and assist with documenting Standard Operating Procedures, production health checklists for monitoring routine tasks, automating support tasks, and authoring/reviewing knowledge base articles to solve frequently occurring issues or perform routine tasks.
Facilitate smooth handoffs between shifts of teams.
Strong Change Management skills, Analytical / Problem solving skills.
Conduct regular delivery reviews to prevent cost and schedule overruns, meet the targets of operational parameters and to enable the delivery teams in ensuring high customer satisfaction.
Responsible for managing the technical backlog and the resources required to complete backlog items including coaching, mentoring and providing technical direction for the resources.
Provide leadership to diagnose and overcome barriers to team/account progress.
Execute implementation plan and monitor progress, perform account review.
Contribute to the creation of statements of work (SOW) to support the sales process.
Establish clear, measurable expectations for your team and provide the tools and the environment they need to meet those expectations.
Utilize automation and process optimization to deliver, building scalability and flexibility into infrastructure operations.
Experience with ITSM/ITIL role managing enterprise IT infrastructure.
Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.