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Performance Engineer @ Wipro

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 Performance Engineer

Job Description

Wipro Limited (NYSEWIT, BSE507685, NSEWIPRO) 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.
 About The Role  _x000D_ Role Purpose  
The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.
 ? _x000D_ Do  
  • Oversee and support process by reviewing daily transactions on performance parameters
  • Review performance dashboard and the scores for the team
  • Support the team in improving performance parameters by providing technical support and process guidance
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Ensure standard processes and procedures are followed to resolve all client queries
  • Resolve client queries as per the SLAs defined in the contract
  • Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • 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 monitoring compliance with service agreements
    •  ? _x000D_
  • Handle technical escalations through effective diagnosis and troubleshooting of client queries
  • Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
  • If unable to resolve the issues, timely escalate the issues to TA & SES
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • 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
    •  ? _x000D_
  • Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Mentor and guide Production Specialists on improving technical knowledge
  • Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
  • Develop and conduct trainings (Triages) within products for production specialist as per target
  • Inform client about the triages being conducted
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Identify and document most common problems and recommend appropriate resolutions to the team
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks
    •  ? _x000D_Deliver
    NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance
    Mandatory Skills:
  • Performance Engineers - SAP/Java
    _x000D__x000D__x000D__x000D_
    Experience5-15 Years .
    _x000D__x000D__x000D__x000D_
    Work efficiently with various profiling tools to identify performance bottlenecks and provide root cause analysis.
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    Devise and conduct experiments to evaluate the performance impacts of system changes.
    _x000D__x000D_
    Plan and execute performance tests using an automated testing environment and conduct analysis of results.
    _x000D__x000D_
    Participate in architecture and design reviews of complex solutions in cross-team engineering efforts and own quality perspectives for the design.
    _x000D__x000D_
    Define, develop and apply performance/scalability benchmarks. Work in cross-functional teams to characterize, debug, and improve system performance and scalability.
    _x000D__x000D_
    Work efficiently with various profiling tools to identify performance bottlenecks and provide root cause analysis. Devise and conduct experiments to evaluate the performance impacts of system changes.
    _x000D__x000D_
    Plan and execute performance tests using an automated testing environment and conduct analysis of results.
    _x000D__x000D_
    Participate in architecture and design reviews of complex solutions in cross-team engineering efforts and own quality perspectives for the design.
    _x000D__x000D_
    Strong knowledge of one or more programming languages (e.g., Python, Perl, ABAP, Java, C++).
    _x000D__x000D_
    Experience in performance testing tools - LoadRunner Enterprise, Apache JMeter, SoapUI, Postman.
    _x000D__x000D_
    Experience in service-oriented architecture, and RESTful APIs. Strong knowledge of performance-tuning SQL queries
    _x000D__x000D_

    • Job Classification

    Industry: IT Services & Consulting
    Functional Area / Department: Engineering - Software & QA
    Role Category: Quality Assurance and Testing
    Role: Performance Testing Engineer
    Employement Type: Full time

    Contact Details:

    Company: Wipro
    Location(s): Hyderabad

    + View Contact

    Keyskills:   rest python sql queries jmeter java load runner c++ sap performance testing automation testing soap ui performance engineering sql load testing postman performance testing tool testing tools performance center perl abap digital transformation

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