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. 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.
Job Description
Role Purpose
We are seeking a highly skilled Global Field Support Manager to oversee global field support operations, manage regional leads, and ensure high-quality service delivery. The role involves leadership, operational oversight, and strategic planning to maintain customer satisfaction and efficient service performance across regions.
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Key Responsibilities:
• Lead and manage global and regional field support teams, including regional leads.
• Mentor and develop regional leads, ensuring consistent training and performance across regions.
• Ensure global and regional teams meet SLAs and quality standards.
• Oversee the day-to-day field support operations across regions.
• Coordinate with regional leads and internal teams to ensure seamless service delivery.
• Monitor key performance metrics globally and regionally, identifying areas for improvement.
• Maintain strong customer relationships to ensure high satisfaction at the global and regional levels.
• Act as a point of escalation for critical customer issues across regions.
• Collaborate with senior management to develop and improve global field support strategies.
• Develop and implement a global field support strategy, aligned with regional goals.
• Optimize resource allocation and coverage across global regions.
• Lead initiatives to improve efficiency, reduce costs, and enhance service delivery in global operations.
• Oversee the global field support budget, ensuring efficient resource allocation across regions.
• Track financial performance and forecast future expenditures.
• Continuously assess and improve global and regional operational processes.
• Ensure adherence to best practices and compliance standards across all regions.
• Manage the adoption and effective use of global and regional field service management tools.
• Evaluate and recommend new technologies to streamline global and regional field operations.
2. Skill upgradation and competency building
- Clear wipro exams and internal certifications from time to time to upgrade the skills
- Attend trainings, seminars to sharpen the knowledge in functional/ technical domain
- Write papers, articles, case studies and publish them on the intranet
Mandatory Skills: EUC Consulting.
Experience: 8-10 Years.
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.
Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.