Wipro Technologies - Operations & WMG Head

Job Description - 

Role and Responsibilities:

- Head team of resources who are responsible for RUN operations across GCC centers.

- Manage successful day-to-day operations across GCC.

- SLA Management for all incidents, SR, change, problem tickets.

- Work with the Tower lead and Technology managers for productivity improvement & prioritization of activities.

- Identify operational opportunity for automation and implement with support from CDH and TLs.

- Perform in adverse situations, Critical Incident management and High Severity incident management.

- Determine workload profiles for operation schedules and Define /review Resource estimation for defined activities and ensure proper staffing of the team and ensure optimal resource utilization.

- Review performance on committed SLAs, service improvements done, and performance of resolver groups monthly and If required review the underpinning agreements/OLAs.

- Participate in client review meetings and ensure timely actions are taken on actionable agreed.

- Draft, Revise and Maintain Service Delivery Plan for GCC along with Program / Delivery Manager.

- Develop incremental process improvement plans & targets and drive the teams towards closure of these targets.

- Ensure that integrity of the project is maintained, focusing on internal consistency and compliance to standards, processes and strategies.

- Build, Lead, Coach and develop technical teams, Get into necessary technical discussions & guide teams.

- Review and control the vendor & subcontractor performance.

- Meet Organizational performance metrics as per applicable policies, Perform & Participate in various quality & risk audit as per applicable compliances.

- Reduce business impact of outages.

Job skills - 

- IT infrastructure domain knowledge is a must with ITIL V3 Foundation certification.

- 10+ Years of Project /program management & People Management experience.

- Experience in managing complex IT infrastructure projects with competing priority or multiple interrelated projects to deliver common business benefit.

- Proven experience in stakeholder management & conflict resolution.

- Should be process oriented, people oriented and highly customer centric.

- Excellent written and oral communication skills, presentation skills.

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