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Unique Role
Technician
Repeat role name
Service Desk Technician
Level Level 1
Band TRB/WASE/A1/A2/A3
Exp Range Diploma 1-3yrs
Exp Range Engg 0-1 yrs
Education Diploma / Graduate/BE
Name the position to which
Team Leader
this position reports
Incident Management –
The incumbent will be responsible for Service ticket creation/
assignment/prioritization/escalation/tracking/closure and feedback as per defined SLA
in the SOW
He/She should follow KEDBs, Wikis for resolving technical issues and follow the defined
processes(SOPs/SOWs) while attempting to resolve the incidents
Broad Responsibilities Prepare incident MIS as per requirements
Proactive Remedy Queue Management
Problem Management
Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage
confirmation
Creating child tickets and tagging them with problem ticket
Callback the user and confirm resolution (where ever applicable)
Ticket Categorizing
Ticket Prioritizing
Decisions that can be taken
independantly by this role
Ticket routing
Ticket closure
Callbacks
Interface points End user (customer), Operations team, Customer vendors, Customer site agents
SLA
Closure of tickets in the order of severity or priority
Reduced Average Speed of resolution/response
First call resolution
Reopen ticket and track for closure
Output of the role Customer satisfaction
Quality
SERVICE EXCELLENCE
Remedy Queue management
Timely escalation of service tickets(as appropriate)
Alert monitoring
The incumbent is expected to generate reports pertaining to all transactions with respect to
C-PRO like billing status, indent status/corresponding tools for the function .
Collate and maintain data for SDRs, customer/ functional reviews
Send specified reports to the respective stakeholders as per defined timelines
Broad Responsibilities Work closely with operations manager in tracking shift rosters .
Decisions that can be taken Role works under close supervision. There is no scope for independent decisions..
independently by this role
Interface points Delivery Manager, Operations Manager, Team Leads, SQA, TED & TISA.
Output of the role Generate all the reports on time as per the pre-defined process.
Unique Role
Administrator
Repeat role name
Administrator – TIS
Level Level 1
Band TRB/WASE/A1/A2/A3
Exp Range Diploma 1-3yrs
Exp Range Engg 0-1 yrs
Education BE/ Btech/ MCA/graduation
Name the position to which
Level 2/3 Administrator /Operations Manager
this position reports
A facilitating role which would be the first point of contact for any customer issue.
The primary responsibility for the role is to understand the problem, document and escalate
it appropriately.
Broad Responsibilities
Handle technology related incidents – trouble shooting, resolution, escalation, monitoring
and closure.
An operationally(service management) focused role working under close supervision.
Work on SOP/Documented Solutions.
Decisions that can be taken
independently by this role
Need to contact Interface points for any clarifications needed or any issues which are not
documented.
Interface points Level1/2 Teams
Maintain standard routine day to day activities/Checklists and First level Interface with
customer
Output of the role Ensure closure or timely escalation of service incidents
CSAT
Adherence of SLA
Unique Role
Engineer
Repeat role name
Monitoring Engineer – TIS
Level Level 1
Band TRB/WASE/A1/A2/A3
Exp Range Diploma 1-3yrs
Exp Range Engg 0-1 yrs
Education Diploma./ Graduation / equivalent
Name the position to which
Level 2 Administrator/Lead Administrator/Operations Manager
this position reports
Event/Alert monitoring of all infrastructure element
Qualifying the alert /call
Resolving using Standard Operating Procedures (SOP)
Escalation to next level
Performing daily / shift related system checks
Report generation
Broad Responsibilities
Responding to the user calls/requests
Basic knowledge on Unix or Windows Server or Network Elements Monitoring
Apply his/her knowledge on monitoring and ticketing tools to ensure service delivery as per
SOW
Ensure timely submission of project reports
CSAT
Unique Role
Engineer
Repeat role name
Tech Support Engineer
Level Level 1
Band TRB/WASE/A1/A2/A3
Exp Range Diploma 1-3yrs
Exp Range Engg 0-2 yrs
Education BE/ Btech
Name the position to
which this position Level 2/3 Engineer /Operations Manager
reports
Proactively monitor Customer Networks using the appropriate Tools and respond to Alarms within
agreed time window.
Log the Incident against correct inventory and advise the Customer / Frontline / Service desk.
Perform Initial Diagnosis on the Incident reported using standard Diagnostic Tools and Knowledge
base.
Assign Incident Tickets to appropriate Resolver groups with qualitative inputs on the Incident.
Progress and prioritize work to locally defined targets and timescales.
Broad Responsibilities Place & Chase with Resolver groups for Updates, Progress, End-to-end Resolution, Root Cause
Analysis & Incident Report.
Test the fix provided by the Resolver groups and confirm the Resolution.
Escalation management & Jeopardy management with Internal and External Customers.
Update systems and keep Customer facing teams informed on Fault progression within agreed
timescales.
Update Customer / Frontline / Service desk on Resolution and Service restore
Advise Frontline / Service desk teams for Customer confirmation and Incident closure
Decisions that can be Work on SOP/Documented Solutions.
taken independantly by Need to contact Interface points for any clarifications needed or any issues which are not
this role documented.
Interface points Level1/2 Teams
Maintain standard routine day to day activities/Checklists and First level Interface with customer
Incident Management and Escalation Management
Output of the role
CSAT
Adherence of SLA
Unique Role
Technician
Repeat role name
Service Desk Technician
Level Level 2
Band Group B1
Exp Range Diploma 3-5yrs
Exp Range Engg 1-3yrs
Education Diploma / Graduate
Name the position to which
Team Leader
this position reports
Incident Management
Ticket re-assignment to PRG's if ticket unresolved by L2 (where ever applicable)
Routing / Chasing of tickets with other PRG's
The incumbent will also be responsible for Service ticket creation/
assignment/prioritization/escalation/tracking/closure and feedback as per defined SLA
in the SOW
He/She should follow KEDBs, Wikis for resolving technical issues and follow the defined
processes(SOPs/SOWs) while attempting to resolve the incidents
Prepare incident MIS as per requirements
Proactive Remedy Queue Management
Problem Management
Broad Responsibilities
Creating a Problem ticket based on the trend of calls / ticket
Sharing the ticket number with the team and routing the problem ticket to the appropriate
PRG
Recording outage / bulletin message in Remedy / ACD
Updating the outage / bulletin message in Remedy / ACD based on the status update
received by the PRG
Tracking resolution and updating KB
Callback the user and confirm resolution (where ever applicable)
Administrative Task
Proactive Remedy Queue Management
Training the L1 team on the processes /frequently occurring errors and fixes
Ticket Categorizing
Ticket Prioritizing
Decisions that can be taken
independantly by this role
Ticket routing
Ticket closure
Callbacks
Interface points( list the
positions with which this End user (customer), Operations team, Customer vendors, Customer site agents
positions interacts)
SERVICE EXCELLENCE
Service ticket trend analysis
Open ticket status update to operations or customer teams
Resolution of tickets that get escalated from L1 queue
Training of L1 team members
Remedy Queue management
Timely escalation of service tickets(as appropriate)
Alert monitoring
Output of the role
SLA
Closure of tickets in the order of severity or priority
Reduced Average Speed of resolution/response
First call resolution
Reopen ticket and track for closure
Customer satisfaction
Quality
Unique Role
Executive
Repeat role name
MIS Executive
Level Level 2
Band Group B1 / WASE
Exp Range Diploma 3-5yrs
Exp Range Engg 1-3yrs
Education Diploma/B.Sc
Name the position to which
Operations Manager/Delivery Manager
this position reports
The incumbent is expected to liaison with other functional teams or identified stakeholders
to generate reports effecting delivery performance for eg: ramp up/down, attrition, training,
SUITe mapping etc
Also generate reports pertaining to all transactions with respect to C-PRO like billing status,
Broad Responsibilities
indent status/corresponding tools for the function .
Collate and maintain data for SDRs, customer/ functional reviews
Send specified reports to the respective stakeholders as per defined timelines
Work closely with operations manager in tracking shift rosters
Output of the role Generate all the reports on time as per the pre-defined process.
Unique Role
Administrator
Repeat role name
Administrator – TIS
Level Level 2
Band Group B1 / WASE
Exp Range Diploma 3-5yrs
Exp Range Engg 1-3yrs
Education BE/ Btech/ MCA/equivalent
Name the position to which
Level 3 Administrator/Lead Administrator /Operations Manager
this position reports
The incumbent is responsible for maintenance of customer’s IT infrastructure elements
Provides support for technical troubleshooting, tickets escalated by the Level 1
administrators
May be required to work as on-call support to provide 24x7 type of support.
Broad Responsibilities Resolution and timely escalation of service tickets to the Level 3 Administrator/ Lead
Administrators
Contribute to KEDBs, SOPs and participate in SIPs being driven by the delivery
Contribute to achieve higher end user CSAT
Adherence to Customer processes, NDA, Security policies
Along with Level 0/1, a resource in this level can take decisions for Level 1 issues and provide
Decisions that can be taken guidance to Level 0/1 resources as needed.
independently by this role Can take a deicision on individual service ticket escalation matrix depending on the
severity/priority/technology/customer
Interface points( list the
positions with which this Level2/3 Teams, Customer stakeholders, Operations Manager, Lead Administrator,
positions interacts)
Incident Management
Escalation Management
SLA Adherence
Output of the role CSAT
Mentoring / Guiding L0/L1 administrators
Updation of SOPs.
Technology enhancement – cross skill or upskill
Unique Role
Engineer
Repeat role name
H & E Engineer – TIS
Level Level 2
Band Group B1 / WASE
Exp Range Diploma 3-5yrs
Exp Range Engg 1-3yrs
Education BE/ Btech/equivalent
Name the position to which
Lead Technical/Lead Administrator/Operations Manager
this position reports
The incumbent is expected to conduct daily walk throughs /checking system status / errors
Monitoring Backup and Media
Infrastructure monitoring
Ensure library is loaded for next backup / Vaulting cycle
Work with team to schedule hardware replacement
Assist Network Team with troubleshooting / patching of fiber and copper cables
Provide access and work with vendor to replace hardware
Broad Responsibilities
Check, Resolve HD tickets
Receive Inventory / Ship hardware
Work, resolve Change requests
Co-ordination with Offshore Team and Vendors
Performing Hard Reboots / checking the connectivity
Adherence to SLA
Ensure higher CSAT
Decisions that can be taken
independently by this role
Vendor coordination, Decisions related to vaulting cycles/storage library loading
Unique Role
Engineer
Repeat role name
Tech Support Engineer
Level Level 2
Band Group B1
Exp Range Diploma 3-5yrs
Exp Range Engg 2-4yrs
Education BE/ Btech
Name the position to
which this position Level 3 Administrator/Lead Administrator /Operations Manager
reports
Monitor 2nd Line Technical support queue and act on Incident tickets within the agreed time
window
Log onto Network element, Analyze, Trouble shoot & Diagnose root cause of the Incident and
Broad Responsibilities provide Temporary work around, including Activation of backup Circuits etc.
Operate Network Management Tools and provide Remote Technical Resolution and Permanent
fix, wherever possible.
Provide inputs to Incident reports and Root Cause Analysis reports, as mandated in the process
Escalate the Incidents that cannot be remotely resolved to appropriate Resolver units with value
notes on the Fault report.
Provision pre-approved Simplex/Medium level Network Changes as mandated in the process and
confirms the performance post Change Configuration, execute “roll-back” for unsuccessful
Changes
Update Customer facing teams on the Fault Resolution progress, within the agreed frequency as
mandated in the process
Coordinate with Resolver groups & 3rd Party Vendor / Suppliers as required
Conduct Daily/Weekly/Monthly activities to ensure the health of the Network is maintained and
Data Integrity is not jeopardized
Contribute to KEDBs, SOPs and participate in SIPs being driven by the delivery
Contribute to achieve higher end user CSAT
Adherence to Customer processes, NDA, Security policies
Along with Level 0/1, a resource in this level can take decisions for Level 1 issues and provide
Decisions that can be
guidance to Level 0/1 resources as needed.
taken independently by
this role Can take a deicision on individual service ticket escalation matrix depending on the
severity/priority/technology/customer
Interface points( list the
positions with which Level2/3 Teams, Service Providers, Customer stakeholders, Operations Manager, Lead Administrator,
this positions interacts)
Incident Management
Escalation Management
SLA Adherence
Output of the role CSAT
Mentoring / Guiding L0/L1 administrators
Updation of SOPs.
Technology enhancement – cross skill or upskill
Unique Role
Engineer
Repeat role name
SI Engineer
Level Level 1
Band Group B1 / WASE
Exp Range Diploma 3-5yrs
Exp Range Engg 1-3yrs
Education BE/ Btech/ MCA
Name the position to which
While on an assignment he would report to the Lead Engineer/Project Manager
this position reports
Should be able to works out a detailed plan on the task assigned, monitor detailed designs
and test reports.
Broad Responsibilities Will be involved in implementation, integrated testing, debugging and documentation.
Would interactions within own team or department to provide technical guidance.
Is also required to interact with peer level from customer organization.
Decisions that can be taken
independently by this role
The resource will execute tasks as per defined process and instructions
Unique Role
Technician
Repeat role name
Service Desk Technician
Level Level 3
Band Group B2
Exp Range Diploma 5-7yrs
Exp Range Engg 3-5yrs
Education Diploma / Graduate/BE
Name the position to which
Service Desk Lead, Service Desk Manager
this position reports
Delivery
The incumbent is required to study the DD / transition documents and gain understanding of
customer business
He/She will be involved in resource / volume ramp-up plan/ backfilling resources planned for
rotation and resignation cases
Tracking Performance of individual Projects within the delivery/SIPs.
Participate / presenting SD performance during client visit
Reports / Reviews
Broad Responsibilities
Reviewing the weekly / monthly dashboards
Publishing dashboards to customer
3
6 Quality
Using the trend analysis to identify the areas of improvement
Initiating SIP's / CIP's / Lean / Six Sigma projects
Working with SQA team to comply on ISO standards
Unique Role
Coordinator
Repeat role name
Project Coordinator
Level Level 1
Band Group B2
Exp Range Diploma 5-7 yrs
Exp Range Engg 3-5yrs
Education BE/ BTech/ MCA
Name the position to which
Project Manager/ Program Manager
this position reports
The incumbent would be involved in Project Coordination activities
Reporting, Project Tracking ( Schedule, Cost, Effort)
Procurement coordination etc .
Broad Responsibilities
Would be required to interact with the customer stake holders from time to time.
Unique Role
Executive
Repeat role name
MIS Executive
Level Level 3
Band Group B2 ( New )
Exp Range Diploma 5-7 yrs
Exp Range Engg 3-5yrs
Education Diploma / Graduate
Name the position to which
Operations Manager/Delivery Manager/SDH
this position reports
The incumbent is expected to analyse reports to align them with business goals.
The reporting patterns should enable a faster decision making / review for the management
Broad Responsibilities
Take End to end ownership of weekly, monthly, quarterly reports as applicable.
Take over all responsibility of all transactions with respect to C-PRO.
Ensure all Process/Delivery related reports are prepared and sent on time by other MIS
executives.
Ensure billing is tracked as per resourcing plan and update trackers accordingly.
Ensure billing reports are sent to customer as per timelines.
Send billing status reports to finance team.
Reporting formats. Role works under close supervision. There is no scope for independent
Decisions that can be taken decisions
independently by this role
Output of the role Generate all the reports on time as per the pre-defined process and quality norms
Send weekly/monthly dashboards to Senior Management/Customer as applicable
Unique Role
Administrator
Repeat role name
Administrator – TIS
Level Level 3
Band Group B2 ( New )
Exp Range Diploma 5-7 yrs
Exp Range Engg 3-5yrs
Education BE/ Btech/ MCA/equivalent
Name the position to which
Lead Administrator /Operations Manager/Delivery Manager
this position reports
The incumbent is required to Work independently towards providing support for escalated
troubleshooting requirements.
Participates and provides inputs towards implementation of various hardware and software
policies and procedures / support and maintenance (e.g. Setting up new site / location).
Completely responsible for systems administration in a given facility.
Guides new team members.
Broad Responsibilities Prepare and plan for SIPs, KEDB, SOPs
Maintain proper handshake between shifts/geographies
Ensure CSAT level is high
Root Cause Analysis for repeat issues
Document, track, highlight risks
Be a part fo the practice virtual SME group
Unique Role
Engineer
Repeat role name
SI Engineer
Level Level 2
Band Group B2
Exp Range Diploma 5-7 yrs
Exp Range Engg 3-5yrs
Education BE/ Btech/ MCA
Name the position to which
Project Manager / Program Manager
this position reports
Applies know-how with minimal or broad supervision and guides other team members.
Is required to implement and possess good understanding of technology and its application.
Works out a detailed plan on the task assigned, reviews detailed designs and test reports.
Involved in implementation, integrated testing, debugging and documentation.
Interact with peer level from customer organization.
Broad Responsibilities
Technical presentations to the team.
Completing Project Effort Estimation Related Activities.
Compliance to the selected process flow for the particular activity: VelociQ.
Client Interface: Interacts for any ITL, UAT and Deployment phases, at project level
customers, Reports to the customer contact
Decisions that can be taken
The resource will execute tasks as per defined process and instructions
independently by this role
Interface points( list the
Project Manager, Program Delivery Manager, Delivery Manager, Technical Lead, Project Lead,
positions with which this
positions interacts)
Quality Coordinator, Architect, Consultant, Administrator
Project Effort Estimation
Meeting quality standards as prescribed for the project
Build,Implement and upgrade infrastructure services and associated HWQuantum
improvements through NLI
Output of the role
CSAT
POC
SIPs
Compliance to ELC metrics
Unique Role
Lead
Repeat role name
Technical Lead
Level Level 1
Band Group B3
Exp Range Diploma 7-10yrs
Exp Range Engg 5-8yrs
Education B.E /M.Sc./MCA
Name the position to which
Operations /Project/Project Service Delivery Manager
this position reports
The incumbent is expected to provide leadership for that specific technology which he is
skilled on.
SLA management
Needs to do RCA and suggest service excellence measures accordingly
Is responsible for managing team members based on technology alignment
SPOC for Client for all technical issues pertaining to his technology /account.
He/She needs to take complete ownership of SMTD/EPD for his competency group.
Should ensure that the SMTD & EPD are updated atleast once in every quarter.
Ensure compliance of Process by his team members as mentioned in SMTD/EPD.
Broad Responsibilities
Should adhere to quality/ITIL processes
Should manage operations, billing for the team
Should manage updates received from the customer on outages and hence complete BCP,
DR planning and Risk Management
Virtual SME for the specified technology
Should contribute to higher CSAT
Lead SIPs, Lean, Six sigma projects
He/She should be capable of providing knowledge management support for the team.
May be required to do vendor management
People process related decisions
Decisions that can be taken Technology enhancements
independently by this role Operational /Delivery excellence
Unique Role
Lead
Repeat role name
Operations Lead
Level Level 1
Band Group B3
Exp Range Diploma 7-10yrs
Exp Range Engg 5-8yrs
Education B.E /M.Sc./MCA
Name the position to which
Operations/Project Service Delivery Manager
this position reports
Shift rostering
Operations
Decisions that can be taken Leave management
independently by this role Escalation process
People processes
Subject Matter Expert in his area for architecting solutions along with Level 2+ competency
level in more than two technology areas
Should posses expertise in atleast one domain
Should be able to propose IT strategy based designs and solutions.
Design SME for the respective solution reporting to the Project/Program/Sales & Solution
Delivery Manager.
Responsible for identifying & assessing customer requirements/environment.
Responsible to project detail design based on the requirement study.
Get engaged in the project, during the detail design phase, & will base the detail design on
high level design & customer inputs.
The detail design will adhere to all design decisions & design principles documented in the
requirement and high level design.
Broad Responsibilities Hand-hold the implementation team, & guide the team during implementing the solution.
Would also be expected to help the implementation team understand the design and if need
be , help in executing the design at crucial junctures.
Should be able to modify the solution document, based on changes required by the design
document alongwith estimated effort and timelines for implementation.
High level customer presentation.
Responsible for RFPs, RFIs and proof of concepts inputs as and when required .
Should also provide transformation solutions in his area of expertise
Follow the implementation of Engineering LifeCycle(ELC) Model
CSAT for the engagement
Responsible for managing people processes for the direct/ virtual teams reporting into
him/her
Responsible for EPPT( Effective Project Planning and Tracking)
Technical solutions to business requirements.
Design document.
Optimal solutioning and guidance the project team on the implementation.
Decisions that can be taken
People Management
independently by this role
Risk Mitigation and Planning
Decisions related to technology part of the solution
Components of pricing and sizing
Unique Role
Consultant
Repeat role name Consultant TIS
Level Level 1
Band Group C1
Exp Range Diploma >10 yrs
Exp Range Engg >8yrs
Education BE/ Btech/ MCA
The incumbent in this role is expected to be a SME for the respective solution reporting to the
Project/Program & Solution Delivery Manager.
Broad Responsibilities Should be able to provide consulting solutions for the technology in which he/she is a SME
Asses and identify the potential risk and challenges in the current infrastructure.
Should be able to proactively identify possibilities of the following: Consolidation,
Virtualization, Sustainability, Asset Scalability and risks involved
Responsible for identifying & assessing customer requirements/environment.
The person will necessarily get engaged with the architect in the project, during the
detaildesign phase, & will support the architect on high level designs based on customer
inputs.
Expected to hand-hold the implementation team, & guide the team during implementing the
solution.
Would also be expected to help the implementation team understand the design and if need
be, help in executing the design at crucial junctures.
The incumbent of this role is the first point of contact for the customer
He/She has to ensure 100% adherence to processes defined as per SOW
Should deliver service on the following lines – forecast outages, BCP,DR, CR,SIRs
Performance score card to be covered in all Accounts & Projects, Managed Service & Staff
Aug.
The incumbent is expected to manage shifts ensuring SLA adherence
Manage escalations and track it to closure through a technology SME
Manage operations – shift rostering, billing, attendance, SLA reports, Service ticket trend
based reports, Facilities management, Monitor breaks/availability of team,
Manage risks proactively based on SOW
Manage people processes for team and keep the team motivated
Acts as a mentor for junior administrators, technical support engineers in resolving technical
issues.
CSAT
Broad Responsibilities Knowledge Management
Should be fully conversant with Wipro's Compliance and legal requirements with respect to
running offshore operations , aware of Wipro's and Customers security requirements .
.Also responsible to provide and update reports , maintain SMTD, EPD and other documents
with the help of SMEs
Is responsible to hold governance /steering committee meetings with the customer/Wipro
stakeholders
Plan for continuous and consistent productivity increase and other NLI measures
Incident volume reduction
Responsible for successful transition of projects within service delivery
Engagement level skill matrix vis-à-vis resource quality vis-à-vis customer escalations
Should effective do Financial Management on the following aspects– Billing, billing loss,
Billed/unbilled status of resources in the engagement, over run as approved by BFM
Track CRs and ensure ARC/RRC baseline as per the contract
Ensure CHM parameters adherence
Shift rostering
Operations
Leave management
Decisions that can be taken
Escalation process
independently by this role
People processes
.
Interface points( list the
CEM/PDH/Project ServiceDelivery Manager, Operations Manager, SQA,Resourcing, FMG, TED &
positions with which this
TISA.
positions interacts)
Unique Role
Lead
Repeat role name Lead Administrator
Level Level 2
Band Group C1
Exp Range Diploma >10 yrs
Exp Range Engg >8yrs
Education BE/ Btech/ MCA/equivalent
The incumbent is expected to carry out Proof of Concepts ,think up new Service Improvement
Projects for the year ahead ,work with SQA in process improvements .
Should participate in service transformations and non-linearity initiatives which can improve
productivity.
Planning Level-1/Level-2/Level-3 resoruces' skill road map.
Should completely own the technology area within the delivery and responsible for
maintenance escalated administration tasks , enhancements , following change management
policies ,report capacity and availability , updation of the ticketing system for escalated
Broad Responsibilities
incidents and KEDB.
Expected to train and mentor junior administrators in the accountmaintain a roster for shift
management as per thedesired technology deliverables
Expected to partcipate in weekly operational meetings , Change management meetings .
Expected to lead the team from transition to delivery and also work with Project Manager for
Infrastructure projects and SI work .
Should engage in Continous Improvement Projects or SIPs to improve productivity and SLAs
Manage people processes for the direct /virtual teams.
Identifying left-shift tasks to improve productivity
Risk analysis of service delivery in terms of skills, technology and process.
Rostering decisions .
Decisions that can be taken
Training decisions for junior staff.
independently by this role
Decisions about recommendations for capacity and availability mgt and SLA improvement.
Decisions on patch mgt , upgrades ,version rollout ,rollbacks ,escalations
Decisions on Service Improvement Plans , changes in process , non-linearity projects
Unique Role
Manager
Repeat role name Project Service Delivery Manager [ equivalent to PM in ADM]
Level Level 1
Band Group C1
Exp Range Diploma >10 yrs
Exp Range Engg >8yrs
Education BE/ B Tech/ MCA
The incumbent of this role is expected to manage end-to-end deliverables of his/her account.
May be responsible for one or more accounts.
Responsible for delivery of > 30 Member Team and is directly responsible for Customer
Relationship,
Broad Responsibilities
Delivery Excellence, Account Financials, People Management & Quality.
This person is the first point of contact for resolving customer concerns and complaints
Develops and maintains an appropriate organizational structure capable of supporting the
committed SLA.
Prepares Capacity ,availability, service continuity plans
Identifies and assess risks and prepares mitigation plans
Establish a balance scorecard for reviewing the SLA
Review project/program, present service performance levels
Responsible to address SLA deviations
Implement and improve service delivery process/procedures and implement service
improvement programs to augment services.
Ensure Adherence to Process, Quality and conduct Customer Satisfaction/ feedback
Ensure external Audits are cleared without any Non conformities.
Responsible for Team management, training and development, motivation and retention of
assigned team conforming to budgetary objectives and personnel policies.
Approves, coordinates and controls all projects SOW.
Billing and Invoicing
Identify and introduce new service lines
Help achieve business targets for the assigned account
Succession planning of critical resources.
Rotation planning
Should be able to manage CHM parameters
Owns transformational services
Decisions that can be taken This role will have full responsibility and authority to deliver IT Services as per SOW. Project
independently by this role Service Delivery Manager is the single point of contact for the customer
Name the position to SDM/ Lead Architect primary reporting.While on an assignment he would report to the Program
which this position reports Manager as well
Unique Role
Consultant
Repeat role name Consultant – TIS
Level Level 2
Band Group C2
Exp Range Diploma >12 yrs
Exp Range Engg >10yrs
Education BE/ Btech/ MCA
The incumbent is expected to manage the technology stack of the competency group in line
with the business service offerings
He/She is responsible to drive competency development
Should ensure high engagement with the members part of their competency group
Ensure that the members of the competency group are mentored for constant skill
enhancement
Unified Competency Framework – Questions bank quality as per norms, Attempt and Passing
% as per GDO guidelines set for the FY
Interact with top management with respect to budgets and controls as well as roadmap for
Broad Responsibilities
service support policies etc.
Responsible for resource planning and management of IT support team.
Proactive account audits
Skill Gap Analysis
Technology based Service ticket trend analysis
Rotation planning
Knowledge Management
Left-shift of tasks to enhance productivity for eg: tasks performed by Level 2 administrator
should be migrated to Level 1 administrators
Unique Role
Manager
Repeat role name Alliance Manager
Level Level 1
Band Group C2
Exp Range Diploma >12 yrs
Exp Range Engg >10yrs
Education B.Sc/BE
Name the position to
Practice Head
which this position reports
Identify the need for an alliance to enhance service offerings or delivery function.
Evaluate key criteria to nominate alliance.
Evaluate key criteria and measure against the criteria for performance of the alliance.
Sign and own the business plan with each alliance signed.
Periodic review with Alliance contacts for performance reviews.
Sign marketing plan and development plan for the alliance.
Broad Responsibilities
Sign and front end any solution plan with partners or alliance.
Create and drive business development activities like pipeline generation, sharing of funnel
etc.
Interface with multiple contact points within organization and act as a single face to the
identified alliance.
Drive revenue plan signed off for each alliance.
Decisions that can be taken Decision related to contract negotiations with each alliance decision to sign of alliance plan
independently by this role like joint plans, marketing, review etc.
The incumbent of this role has overall responsibility of Service Delivery of his/her account as
per SOW
May be responsible for one or more accounts.
Responsible for service Delivery of >60 team membersResponsible for Customer
Relationship, Delivery Excellence, Account Financials, People Management & Quality.
First Point of contact for resolving customer concerns and complaints
Develops and maintains an appropriate organizational structure capable of supporting the
committed SLA.
Prepares Capacity ,availability, service continuity plans
Identifies and assess risks and prepares mitigation plans
Establish a balance scorecard for reviewing the SLA
Review project/program, present service performance levels
Responsible to address SLA deviations
Broad Responsibilities
Implement and improve service delivery process/procedures and implement service
improvement programs to augment services.
Ensure Adherence to Process, Quality and conduct Customer Satisfaction/ feedback
Ensure external Audits are cleared without any Non conformities
Responsible for Team management, training and development, motivation and retention of
assigned team conforming to budgetary objectives and personnel policies
Approves, coordinates and controls all projects SOW.
Billing and Invoicing
Identify and introduce new service lines
Help achieve business targets for the assigned account
Succession planning of critical resources.
Owns transformational services within the account
Responsible for driving CHM parameters
This role will have full responsibility and authority to deliver IT Services as per SOW. Project
Decisions that can be taken Service Delivery Manager is the single point of contact for the customer
independently by this role Rotation planning
Delivery Excellence
Account Financials
Output of the role
Customer Relationship
People related metrics & Quality.
Unique Role Consultant
Acts as a Solution Architect/ Lead Transformation Architect during RFPs or takes on the
role of an consultant in deliveries and brings in better technology and models for
higher efficiency/productivity .
As a Solution Architect he/she is supposed to provide complete solution during RFP
stage and present to customer .
Should have a very broad exposure to different technologies used and available in
Infrastructure Services.
Responsible for overall solution as a solution architect during RFP stage .
The principle consultant will work with architects of multiple practices and Wipro BUs
to come up with an Integrated transformation solution .
Broad Responsibilities He would be expected to present this Transformation Solution to customer as part of
RFP or during proactive farming of accounts.
In deliveries he should be able to spot inefficiencies and provide technical/process
improvements .
He is expected to participate in Year on Year productivity improvements exercises in
deliveries , if required he/she is expected to attend technology forums or lead
technology forums , create or review white papers .
Should also lookout for new technologies and non-linear methods which can help
revenue or margins .
Should provide non-linear solutions in TIS deliveries with concepts like Shared Services
Model , GCC , Flex etc
Understands as-is architecture and identifies potential improvement areas.
Advises customer/management on optimal solutions on specialized technical issues.
Reviews and approves design documents created by other teams.
Decisions that can be taken Reviews and approves white papers created by other teams.
independently by this role Defines strategy for capability development for lower level employees.
Contributes towards organizational level strategy building initiatives.
Provides expert guidance to project teams on development technologies .
Advises teams on best practices, current trends on technologies
Acts as a Solution Architect/ Lead Transformation Architect during RFPs or takes on the
role of an Optimization Architect in deliveries and brings in better technology and
models for higher efficiency/productivity.
As a Solution Architect he/she is supposed to provide complete solution to customer.
Should have a very broad exposure to different technologies used and available in
Infrastructure Services.
Responsible for overall solution as a solution architect during RFP stage .
The Lead Transformation Architect will work with architects of multiple practices and
Wipro BUs to come up with an Integrated transformation solution.
S/he would be expected to present this Transformation Solution to customer.
Broad Responsibilities
As an optimization architect in deliveries s/he should be able to spot inefficiencies and
provide technical/process improvements.
S/he is expected to participate in Year on Year productivity improvements exercises in
deliveries, if required.
As a Lead Architect, s/he is expected to attend technology forums or lead technology
forums , create or review white papers .
Should also lookout for new technologies and non-linear methods which can help
revenue or margins.
Should provide non-linear solutions in TIS deliveries with concepts like Shared Services
Model , GCC , Flex etc
Understands as-is architecture and identifies potential improvement areas.
Advises customer/management on optimal solutions on specialized technical issues.
Decisions that can be taken
Reviews and approves design documents created by other teams.
independently by this role
Reviews and approves white papers created by other teams.
Defines strategy for capability development for lower level employees.
Contributes towards organizational level strategy building initiatives.
Provides expert guidance to project teams on development technologies .
Advises teams on best practices, current trends on technologies
Interface points( list the Project Manager, Technical Lead , Program Manager ,SDM , SDH, MIS, BFM, Client solutions ,
positions with which this Lead Architect ,Delivery Manager, Client Managers ,Client Executives /Leaders ,Industry Thought
positions interacts) Leaders and speakers , Analysts
Unique Role
Delivery Manager
Repeat role name Delivery Excellence & Productivity Manager
Level Level 1
Band Group C2 /D1/D2
Exp Range Diploma >12yrs
Exp Range Engg >10yrs
Education B.E /M.Sc./MCA
As a core member of the Delivery Excellence & Productivity, will be responsible to actively
contribute in strategy creation based on Organization priorities/guidelines
Responsible for implementing the Delivery Excellence strategy to an identified set of
programs/accounts.
As outcomes of Delivery excellence strategy, will be directly measured on Productivity
Broad Responsibilities
improvement, facilitation of adoption of standard processes and measures, Customer
Delivery excellence, Tools penetration and best practices sharing and implementation
Adoption of various initiatives rolled out by the different GDO teams such as CEG (Central
Engineering Group).
Technical Excellence 25 %
Monitoring and 100% of the assigned administration tasks ( calls / tickets/ Service
administration request) to be completed.
Respond and resolve alert / incidents/ Service request as per
agreed SLA ( 100 % adherence )
Adherence to Escalation Matrix - Provide prompt & concise
information to L2/L3 team members for unresolved tickets
Tracking of all incident tickets / service request until completion
and timely escalation to TIS manager if required.
First time call resolution 85%
Provide status updates/reports on time
Customer Centricity 25%
Knowledge 10 %
Management &
Operational excellence
(optional)
Service Desk Technician –L2 Objectives 2010-11
Objective Measurement Weightage
1. FCR / FTF should be greater than the % committed to the
customer
2. Average handle time should be above the floor average
3. Customer satisfaction score should be greater than the %
committed to customer
4. Ticket response / resolution time as committed to customer
Service Level 5. Ticket re-open (solution effectiveness) as committed to
Excellence customer 40%
1. Should handle minimum of "X" calls handled / emails / e-
tickets as defined by project
2. Stack ranking - shouldn’t be in bottom 10
3. Quality Audit score (Ticket / Call) should be above the floor
average
4. Proactive Remedy / Avaya / Cisco queue monitoring (team's)
5. Quality initiatives should suggest two quality improvement
projects a year
6. Escalations / Complaints from customer / project, there
shouldn't be more than 2 escalations per year from customer &
not more than 3 escalations / complaints from project
7. RCA on missed tickets (team's)
Quality and 8. Knowledge Management - Should contribute at least 1
Compliance document per quarter in KB 40%
1. One technical certification a year
2. Should have utilized 5 days of training time - Employee should
proactively search for technical / competency development
training and request manager to nominate
3. Actively participate & conduct Huddle's / Reviews / Trainings -
95% compliant towards huddle / trainings conducted by project
Self development 4. Mentoring - Should mentor / train new hires 10%
1. Timely submission of appraisal
2. Zero unapproved leaves
HR Practices 3. Attendance should be above 85% 10%
Daily/weekly/Monthly/Quarterly reporting
Ramp Up / Down report
Tracking resource on-boarding
Closure of C-pro transactions
Gather information for SDR preparation
Keep a track of SOW ( renewal / annendum in case of CR
)
Billing / Invoicing as per the defined timelines
Keep the status updates on all NDA / BGV – sending
periodic updates to all stakeholders
Knowledge 20%
Management and Self
Development
As per SDH
TIS Administrator L2 - Objectives 2010-11
(optional)
Administration
100% of the assigned Admin tasks ( calls / tickets/ Service
request) to completed 100% SLA adheres as per agreed
SLAs
Analyze logs and proactively identify potential issues
Installing and configuring new hardware and software as
required.
Automations using shell scripting.
Responsible for daily administration
Respond & close technical escalation from Level 1 team
Problem Management / Project work
Close problems by troubleshooting , perform root cause
analysis (RCA) & complete documentation of problems
and solutions in known error database (KEDB)
Do trend analysis and improve proactively the service
levels (ex No Repeated incidence/ Mistakes, Reduce
escalations etc). No. of repeat tickets to decrease by 10%
per month. Proactively educate and train end
users/customers/team members to avoid mistakes and
reduce tickets
Apply approved operating system updates, patches, and
configuration changes for problem resolutions
Customer Centricity 25%
(optional)
As per SDH
Customer Governance
All major & minor customer escalations to be logged in
the portal & Closure within 30 days
100% adherence to the process
All activities should be well documented and reusable if
required.
Escalation management
Capture number of issues and appreciation received by
customer- zero defects
Operational Excellence 25%
As Per SDH
Customer Governance
Ensure He/She is part of the Governance meetings and
the MOM is tracked for closure-15 days
All major & minor customer escalations to be tracked for
Closure within 30 days
Proactive tracking and reporting of risks, challenges and
delya in timelines if any
Follow communication guidelines as defined by customer
in DR, CRIT SIT situations
CSAT
Daily/weekly/Monthly/Quarterly reporting
Ramp Up / Down report
Proactive follow-up with the resourcing team for
resource on-boarding and TED team for inter BU
transfers
Highlight potential billing losses if any to the
management and track actions as appropriate
Tracking resource on-boarding
Closure of C-pro transactions
Gather information for SDR preparation
Keep a track of SOW ( renewal / annendum in case of CR
)
Billing / Invoicing as per the defined timelines
Keep the status updates on all NDA / BGV – sending
periodic updates to all stakeholders
Knowledge 20%
Management& SELF
DEVELOPMENT
As per SDH
TIS Administrator L3 - Objectives 2010-11
Administration
100% of the assigned Admin tasks ( calls / tickets/ Service
request) to be completed
100% SLA to be adhered as per agreed SOW
Analyze logs and proactively identify potential issues
Installing and configuring new hardware and software as
required.
Implement Automations using scripting platforms.
Responsible for daily administration
Respond & close technical escalation from Level 1 team
Problem Management / Project work
Close problems by troubleshooting, perform root cause
analysis (RCA), complete documentation of problems and
solutions in known error database (KEDB) and to be part
of tech review team & change advisory board member.
Do trend analysis and improve proactively the service
levels (ex No Repeated incidence/ Mistakes, Reduce
escalations etc). No. of repeat tickets to decrease by 10%
per month. Proactively educate and train end
users/customers/team members to avoid mistakes and
reduce tickets
Apply approved operating system updates, patches, and
configuration changes for problem resolutions
Taking active role in internal and external IT audit
Customer Centricity 20%
Knowledge 25%
Management
Operational excellence,
Competency &
SelfDevelopment
Administration
100% SLA to be adhered, Ensuring the infrastructure
availability as per SLA
Preparation of process document as part of escalation
wherever required
Leave planning and updating of team and self
Problem Management
Identify repeated issues, perform operations based root
cause analysis (RCA) & complete documentation of
problems and solutions
Escalations
Escalate any non-compliance of the processes and
anything unusual immediately as per escalation matrix
and take remedial actions.
Preparation of process document as part of escalation
wherever required
RISK Management
No. of risks identified and notified to the appropriate
mgrs on time
Maintain and update risk register
Customer Centricity 25%
Customer Governance
L1 would manage a tower with 150-250 people; L2 tower manager would manage a tower >250 people
Self Development • Analyze industry trends and to be keep up to date with 10%
upcoming technology in respective technology
Technology Completion of relevant certification ( as applicable to role)
Attend leadership, business acumen, time management, Financial
Leadership Qualities Mgt and strategy related trainings- at least 3 per appraisal year
Customer Measure & 10%
Brand Management
1. Negotiate to Win
2. Power Consulting
3. Requirement Gathering
4. CLIP (100%)
5. ACCELERATE
6. ACE
7. WLP
8. business acumen,
9. time management,
10. Financial Mgt and
11. strategy related trainings
Ensure that you give 2 technical seminars or trainings in a year for the entire consulting team 100%
Attain Quality/TOGAF/Architect level Certification ONE
Ensure that the solution provided achieve the "First Time right" objective 90%
·Sign off and own atleast one Non linearity and ONE Service Improvement program One Non Linearity and
(Automation/Scripts) before end of Q2 and achieve the same before end of Q4 that can bring one Automation
about a business benefit to Wipro initiative
Customer Focus and Process Compliance-25%
Contribute to ensure that the overall Project CSAT’s for which he/she is responsible is above 80%
6.2/7.
Ensure the case build up of reference customers and help in pre-sales process 1 reference customers
by Q4
· Drive the implementation of Engineering Lifecycle Model best practices and calculation of ELC 75%
metrics for all projects consistently and contribute recommended changes to the model based on
experience.
Be responsible for ensuring deliverability of the project from the time the same is assigned to you. 100%
Participate in reviews, project kickoffs, weekly meetings, critical customer workshops, business
case development in each major project. Maintain and handle top management interaction in
customer organization
For each individual project where you participate as a billed resource, set ONE project G&O 100%
(comprising all sub goals) and achieve the same apart from nominating PM for each of those
projects
·Responsible for ensuring that the project activities for which you are responsible and have signed 5% Under run
off with PM/Customer achieves and effort and cost under run
Ensure that the Appraisal related measurements and reports are tracked for self and reportees 90%
People Management-20%
Timely and quality inputs for various appraisal processes. Set project related G&O for all members
of the team reporting to you as per TED guidelines 100%
Timely closure of interview, G&O review, MYPP report, Training for team members, Recognition
award nomination for team members and other such tasks assigned with out the need for
reminders 100%
·Be billed atleast 80% of your time over the year and make efforts towards meeting this target. 100%
Responsible for ensuring the C-PRO resource movements and billability information as per 100%
correct LOB are clean with no mistakes for projects where responsibility is assigned.
Responsible to ensure that the attrition of technical resources and particularly the from the Top10 12 and 3% respectively
Project Delivery-25%
The candidate should also be able to provide necessary consulting, in terms of assessment, and
recommendation. 25%
S/he should be able to provide necessary justification for the particular product/technology in the
customer environment. 25%
The SME should be able to identify the right environment, where the product/technology of his
expertise can be deployed. 100%
S/he should be able to clearly articulate the business requirements for requirement of the
product in the customer environment; in addition the candidate should also be able to able to
identify the requirements of dependency for the product of expertise. 100%
Provides technical solutions to business requirements. 100%
Implements the product/technology in the customer environment.
Performs impact analysis in the architecture for new requirements and change in requirements.
Provides expert guidance to project teams on development of the technology of expertise . 50%
Advises teams on best practices, current trends on technologies 75%
For each individual project where you participate as a billed resource, set ONE project G&O 100%
(comprising all sub goals) and achieve the same
Architect L 3 – G&O 2010-2011
Objective Detail Description Measurement Criteria
Tower Contribution - 10%
Making best use of available time & resources attending webinars, and leading atleast one POC in 100%
new technology adaption
Comprehensive and original article to be approved by SME in tower, published in Newsletter first Three
and then in KNET
Work/contribute on RFC response and proposals with accuracy in design and effort estimates Atleast 3 RFC or
with timely closure. Proposals
As a Lead Architect , s/he is expected to attend technology forums or lead technology forums ,
create or review white papers .
Follow the implementation of Engineering Lifecycle Model best practices and calculation of ELC 75%
metrics for all projects consistently and contribute recommended changes to the model based on
experience. The candidate will also be responsible for modifying and creating new engineering life
cycles on technologies.
Should provide non-linear solutions in TIS deliveries with concepts like Shared Services Model ,
GCC , Flex etc
Review HLD,LDD documents of other projects as and when request by Consultant/PM 75%
Technology – 20%
Identify and sign off on
Gain at least L2 level competency in an area apart from that of current identified expertise the area of expertise
Ensure that you are trained in 3 of these trainings atleast:
1. Negotiate to Win
2. Power Consulting
3. Requirement Gathering
4. CLIP (100%)
5. ACCELERATE
6. ACE
7. WLP
8. business acumen,
9. time management,
10. Financial Mgt and
11. strategy related trainings
100%
Ensure that the solution provided achieve the "First Time right" objective(HLD, LLD reviw, track
implementation ) 90%
Sign off with an SME and be part of atleast one Non linearity and ONE Service Improvement One Non Linearity and
program (Automation/Scripts) before end of Q2 and achieve the same before end of Q4 that can one Automation
bring about a business benefit to Wipro initiative
Timely closure of interview, G&O review, and other such tasks assigned with out the need for
reminders 100%
Effective Communication with in / outside the team 90%
Sharing ideas for more effective design/ implementation/testing with other team members. 100%
Project Delivery- 25%