ServiceNow SecOps

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

The purpose of the role is to ensure excellent customer service delivery of all technology solutions and products to clients, through effective project management, service metrics tracking, budget management, issue resolution, optimal resource allocation, and maintenance of a skilled team of all delivery resources for the client.

͏

Do

• Oversee and manage service delivery by meeting all contractual/ SLA commitments
  • Contract compliance & adherence
    • Ensure all SLA parameters are met in the account
    • Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
    • Monitor and review all projects in the account on various delivery parameters to ensure quality delivery as per budget and timelines
    • Ensure that the service credits, performance incentives, penalty and penalty waivers are incorporated in the invoices
  • Delivery governance across the accounts/projects
    • Lead delivery teams to understand customer goals and key performance metrics and their thresholds for each project
    • Ensure that the project performance parameters stay green for all accounts
    • Monitor and review delivery dashboards/ MIS across accounts to track progress, forecast performance and identify potential red flags
    • Participate and share account performance across operational, quality and fulfillment parameters with internal/external stakeholders & senior leadership
    • Ensure regular invoicing as per the contract terms and condition and performance
  • Technical and/or Operational Issue Resolution
    • Manage and resolve complex project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
    • Acts as an advisor to service delivery managers to meet schedules or resolve technical or operational problems on a daily basis
    • Acts as point of escalation for issues not resolvable by the service lines.
    • Escalate issues with financial implication on the account to Account Head and other senior stakeholders
    • Acts as an advisor to service line managers to meet schedules or resolve technical or operational problems

͏

• Resource Allocation & Retention
  • Ensure effective transition from the client with the well documented and clear process understanding along with the right manpower requirements with requisite skill and training to undertake delivery
  • Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery
  • Responsible for establishing, leading and maintaining a skilled team of all delivery resources for an account on a daily basis
  • Plan training batches to backfill client deliveries during crucial periods
  • Ensure retention by offering relevant trainings and certifications of all allocated resources
• Ensure Process Excellence
  • Partner with the assigned black belt for the account on regular basis to get feedback on account performance
  • Prioritize and drive initiatives for continuous improvement to improve top line revenue and bottom line margins
  • Present the business case for such initiatives to the clients to get their buy-in if required
  • Drive and implement structured cadence around quality, both process and transactional.
  • Conduct periodic meetings with clients and delivery teams – daily status updates, service level requirement reviews, continuous improvement, change control and other informal meetings to share focus points, progress and successes.

͏

• Contribute to revenue and profitable growth by ensuring the agreed revenue targets are met and by identifying opportunities in the form of new and/or adjacent work in the assigned account
  • Ensure excellent service delivery of all products and solutions to achieve approved margin targets on assigned accounts and is targeted to improve account profitability.
  • Regularly monitors and reports on financial health of the account and remedies any financial misses or anomalies
  • Contribute to the revenue growth of the account by supporting the Account Head through new opportunity identification for deployment of new technology, growth solutions and services within the existing account/client
  • Recognizes business needs and determines if our portfolio offering may be an appropriate solution
  • Qualify and prioritize new opportunities in the funnel in the form of adjacent work in existing accounts
  • Serve as the primary relationship owner for an assigned group of top tier client accounts with responsibility for retention and growth
  • Prepare implementation plans and ensure efficient client on-boarding; present content strategy and annual delivery plan
  • Partner with the process excellence team to incorporate and drive key Wipro initiatives and priorities in the account strategy such as Digital, Automation etc.
  • Set direction for the team, track progress against targets through regular cadence calls and course correct as required
  • Partner with the WFM, Hiring & HR team to ensure optimal resource allocation and maintenance of a ready skilled team of resources to avoid leakages and revenue loss

͏

• Develop, manage and leverage relationships in account to build customer centricity
  • Identify key stakeholders/ decision makers in client organization and develop and strengthen relationships with them
  • Interact and engage with the client leadership to communicate and update progress against account plan, project delivery etc.
  • Drive and attend Steering Committee meetings or Client Review meetings to regularly review project dashboards, discuss and resolve escalation points and course correct as required for high customer satisfaction and better quality of experience
  • Act as client advocate and work with internal departments to ensure that client needs are understood and satisfied
  • Liaise between the customer and internal teams
• Drive Delivery Transformation through automation and innovation focus
  • Create and drive automation charter and related initiatives within account client (wherever applicable)
  • Drive deployment of automation led solutions and service improvements to deliver value added services to the clients
  • Build focus on and drive deployment of next generation hyper automation initiatives in coordination with Holmes team to enhance productivity, quality and speed of delivery
  • Lead, develop and drive new ways of working (EOT, Digital, Agile etc.) and its capabilities within the account to improve quality, delivery speed and productivity parameters

· Hands-on ServiceNow engineering experience, including configuration, scripting, workflows, Flow Designer, business rules, client scripts, UI policies, scheduled jobs and platform utilities. · Experience supporting an in-progress ServiceNow implementation, including inherited configuration, active development, backlog delivery, defect remediation and release preparation. · Knowledge of ServiceNow instance administration, environment management, application deployment, update sets, application repository, cloning, upgrades and release controls. · Experience building and supporting integrations using REST/SOAP APIs, IntegrationHub, import sets, transform maps, MID Server, connectors, web services and enterprise integration patterns. · Experience integrating ServiceNow with external managed security operations providers, SOC platforms, ticketing interfaces, case management systems, event sources, alert feeds, vulnerability data sources or security service portals. · Understanding of provider integration patterns, including event ingestion, case or ticket synchronisation, status updates, enrichment, handoff, remediation tracking, evidence exchange, SLA visibility and workflow closure. · Understanding of cloud and hybrid infrastructure concepts, including networking, identity, monitoring, security, access control, data movement and operational support processes. · Ability to troubleshoot configuration, integration, data, access, workflow, external provider interface, performance and environment issues in a structured and pragmatic way. · Experience supporting technical testing, defect triage, remediation, deployment readiness, release activities and transition to support. · Good understanding of ITIL, ITSM processes, security operations handoff processes, service management tooling and operational support models. · Strong collaboration skills with architects, developers, testers, cloud engineers, integration teams, security stakeholders, external providers, operations and business stakeholders. · Ability to produce clear technical documentation, runbooks, configuration notes, deployment records, integration documentation, external provider specifications and handover materials.

· ServiceNow Certified System Administrator, Certified Application Developer or relevant ServiceNow implementation certifications. · Experience integrating ServiceNow with external security service providers, managed SOC providers, MSSPs, vulnerability management providers, incident response providers or threat monitoring services. · Experience integrating ServiceNow with provider platforms or security tools such as Microsoft Sentinel, Splunk, QRadar, Defender, CrowdStrike, Tenable, Qualys, Rapid7, Palo Alto, Wiz or comparable tooling operated internally or by a third party. · Experience with ServiceNow ITSM, ITOM, ITAM, CMDB, Discovery, Service Mapping, CSM, HRSD or custom application development, depending on programme scope. · Experience working with cloud platforms such as Microsoft Azure, AWS or Google Cloud, including integration, monitoring, identity, automation, security or operational support use cases. · Experience with MID Server setup, troubleshooting, connectivity, credential management, discovery support, provider connectivity or integration runtime support. · Knowledge of DevOps, CI/CD, source control, automated testing, release pipelines, environment promotion and deployment governance for ServiceNow. · Experience joining a ServiceNow programme mid-flight and helping stabilise delivery, resolve defects, improve technical quality and prepare the solution for go-live or transition. · Consulting or programme delivery experience, including working with incomplete documentation, inherited configuration, active delivery teams, delivery pressure, third-party providers and multiple stakeholder groups.

Mandatory Skills: ServiceNow SecOps .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.