Customer Operations Analyst

at  Wipro Limited

JOB DESCRIPTION

Role: Operations Analyst, Customer Systems, EMEIA
Location: Cork, Ireland

KEY SKILLS REQUIRED:

• Excellent people and communication skills
• Excellent written and spoken English
• Strong team player
• Strong ability to partner cross functionally with both technical and non-technical teams
• Positive working attitude to new challenges
• Pro-activity, with a strong sense of personal ownership and responsibility
• Attention to detail
• Experience in working in a large global enterprise, across multiple timezones and geographies
  Proven experience in Operational support, preferably in a Contact Centre environment is a plus.
  Wipro is an exciting organisation to work for. We ranked as a “Top Employer” as part of the Top Employer Institute annual listings. We were assessed on several key HR practices including Diversity and Inclusion.

Benefits: You will receive a competitive salary, a generous benefits package, training, and development, as well as an exciting career within a fast paced and dynamic business. Your benefits include

• Contributory pension of up to 5%
• Extra holiday purchase
• 4x life insurance policy
• Private medical insurance (50)

ROLE PURPOSE:

The ideal candidate has to fill the position for an Operations role within the EMEIA team. The role will be reporting to and working closely with the Customer Systems Operations Lead.

KEY RESPONSIBILITIES:

• Serve as partner in region for the business operational support teams.
• Coordinate and provide leadership for the resolution of high impact issues on Tier 1 applications during the EMEIA business day and engage the necessary support teams, facilitate cross-functional collaboration, drive for resolution and coordinate communication to Customer Systems management and impacted business partners.
• Escalate issues to Customer Systems Operations Lead as appropriate.
• Coordinate with global Customer Systems Operations team as appropriate to ensure continuity of support and issue resolution where high impact issues span business hours of other regions (APAC and AMR).
• Coordinate with the appropriate support teams and global Customer Systems Operations team on remediation plans for high impact support issues, not limited to Tier 1 applications. This may include acting at teh business escalation point. Implement processes to report on high impact issues and remediation plans to stakeholders and management.
• Coordinating input to global ticket forums for EMEIA business users.
• Representing EMEIA Customer Systems on ticket forums as appropriate.
• Suggest process and technology improvements for global Customer Systems applications.
• In partnership with regional Operations Lead, work with global Customer Systems Operations team regarding process and technology improvement efforts to improve fault tolerance, performance and availability of applications.
• Escalating critical or emerging issues to EMEIA Customer Systems Operations Lead.
• Coordinating Customer Systems support activities and communication for major business events - for example holidays and product launches.
• Providing project and release go-live and warranty support to EMEIA business users of Customer Systems applications.