Job Title: BUSINESS ANALYST
City: Hyderabad
State/Province: Telangana
Posting Start Date: 8/29/26
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.
Position : Business Analyst
Level : - B1 (0-2 years of experience)
Shift : Currently Regular (8 AM–5:30 PM) with Saturday and Sunday as Off. This may change in the future (potentially moving to Rotational shifts and week off's).
Qualification : Graduate (preferred MBA for BA)
Location : Hyderabad
Preferred Qualification:
Must be an MBA or Equivalent master’s degree from Tier II B-Schools
2 to 5 years of IT, Operations and Finance experience
Candidates with Engineering background would be preferred (but not mandatory)
Exposure to project and program management function
Ability to effectively influence and communicate cross-functionally with all levels of management
Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment
Good to have: Understanding of SQL / PL-SQL
Roles & Responsibilities : -
Manage mid/large projects, develop and coordinate realistic project estimates, plans, working and communicating effectively with Engineering, Product Management, QA, Operations
Understand products, internal tools and processes and leverage those to push automation and increase work efficiency
Using data and scientific management techniques to provide solutions to cater to various business needs
Process Analysis to Improve Throughput, Quality and Operations and Forecasting
Study the As Is processes and come up with To Be efficient processes. Mapping and Implementation
Predicting resource and volume forecast for different processes
Metrics and Scorecards preparation for various evaluations, comparisons Preparing Scorecards for competing entities (vendors, admin, processes). Preparing Dashboard and Metrics for Program Managers User Response Analysis , Performance and Quality Measurement, New Metrics Definition
Financial Analysis not limited to Cost Benefit, Price per Quantity , Resource and Overhead costing for various activities
Project Management including Planning, coordination, Effort estimation, Reporting and Execution Coordinating entire project by integrating with different teams
Driving the project and identifying parameters for next steps/enhancements
Leveraging multiple teams/products for data enhancement
Leading and assisting in special Pilot Projects related to Business and coming up with actionable recommendations
Preparing Executive Level Presentations
Participation and Analytical Suggestions in increasing user base/participation for Map product
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Do
Support process by managing transactions as per required quality standards
Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
Update own availability in the RAVE system to ensure productivity of the process
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Follow standard processes and procedures to resolve all client queries
Resolve client queries as per the SLAâÃÂÃÂs defined in the contract
Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends to prevent future problems
Maintain and update self-help documents for customers to speed up resolution time
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 complying with service agreements
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Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
Assist clients with navigating around product menus and facilitate better understanding of product features
Troubleshoot all client queries in a user-friendly, courteous and professional manner
Maintain logs and records of all customer queries as per the standard procedures and guidelines
Accurately process and record all incoming call and email using the designated tracking software
Offer alternative solutions to clients (where appropriate) with the objective of retaining customersâÃÂàand clientsâÃÂàbusiness
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
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Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
Undertake product trainings to stay current with product features, changes and updates
Enroll in product specific and any other trainings per client requirements/recommendations
Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
Update job knowledge by participating in self learning opportunities and maintaining personal networks
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Deliver
No Performance Parameter Measure
1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
Mandatory Skills: Geographic Information Systems(Maps) .
Experience: 1-3 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.
