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Business Analyst
Job Location:
Monthly Salary:
Posted:
29 September 2026 (13 hours ago)
Posted:
Application Deadline:
27 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
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 230000 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 .
Job Description
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
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 SLAÃÂÃÂÃÂs 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
- 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 customersÃÂÃÂÃÂ and clientsÃÂÃÂÃÂ 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
- 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
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 |
Position:Business Analyst
Wipro Band:B1
Voice/ Non-Voice:Non voice
Shift:24*7 and Flexible working on Weekends
Qualification:Graduate and No External Certification Required
- MBA In Operations/ Business Analytics
Experience:2 Year - 4 Years
Experience Breakup:Non BPO with GIS Navigation Map Experience
Essential Hiring Skills:
Core Business Analysis: Proven experience in requirement gathering writing clear Business Requirement Documents (BRDs) Functional Specification Documents (FSDs) and creating detailed User Stories.
- Logical & Process-Oriented Thinking: Ability to understand workflows step-by-step user journeys and how data flows from one system to another.
- Data Analysis & SQL: Proficiency in writing basic to intermediate SQL queries to extract and analyze map data alongside strong skills in Excel or data visualization tools (Tableau Power BI).
- Stakeholder Management: Exceptional communication skills to translate complex technical mapping logic (used by GIS/software engineers) into simple business value for stakeholders.
- Root Cause Analysis (RCA): Experience using RCA frameworks (like the 5 Whys Fishbone diagrams or data drilling) to identify why a system feature or data point is failing.
- Strong Analytical & Problem-Solving Mindset: Proven ability to look at complex ambiguous problems break them down and find logical solutions.
- AI Prompting: Proficient in AI prompt engineering to accelerate requirements analysis automate documentation and extract actionable business insights.
- Process Improvement: Drives continuous process optimization by identifying workflow bottlenecks and implementing lean scalable solutions
Good to have Hiring Skills:
- App Domain Exposure: Prior experience working with location-reliant apps (e.g. food delivery ride-hailing logistics e-commerce or fleet management platforms).
- Data-Heavy Product Experience: Experience working as a BA on products that handle large volumes of user data feedback or transactional logs.
- Tech-Adjacent Familiarity: A high-level everyday understanding of how modern applications interact (e.g. basic awareness of what an API does or how GPS works on a smartphone).
- Automations & Ideation: Leverages Google Apps Script to rapidly prototype workflow solutions automate routine tasks and validate new operational ideas.
- Geospatial & Mapping Fundamentals: A conceptual understanding of how digital maps workincluding coordinates (Latitude/Longitude) Geocoding Reverse Geocoding Points of Interest (POIs) and spatial data formats (e.g. GeoJSON KML Shapefiles).
Trainable Skills:
- Map Domain Fundamentals: Training on how digital maps are structured including basic concepts like routing logic Points of Interest (POIs) geocoding and address matching.
- Proprietary Mapping Tools: Hands-on training on our internal tools dashboards and map data curation platforms.
- Identifying Map Anomalies: Learning how to spot geographical data issues routing errors or layout inconsistencies specific to navigation.
- Map Quality Metrics: Training on the specific KPIs we use to measure map accuracy search relevance and route efficiency.
Job responsibilities :
Problem Identification & Triaging: Actively monitor user feedback error reports and system data to identify problematic map areas (e.g. incorrect directions missing roads or failed location searches).
- Conduct Root Cause Analysis (RCA): Investigate why a map issue is occurring. Determine whether it is a data ingestion failure an algorithmic glitch in routing or a localized geographic anomaly and pinpoint the exact source of failure.
- Project Product & Business Impact: Evaluate and quantify how a specific map problem affects the wider product ecosystem.
- Impact-Driven Prioritization: Use the projected product impact to prioritize the backlog. Ensure engineering teams are fixing high-impact issues first (those causing the most severe user friction or business loss) before tackling minor cosmetic flaws.
- Solution Formulation: Design and propose actionable solutions to fix identified problems balancing immediate quick fixes with long-term scalable product enhancements.
- Requirement Elicitation & Documentation: Translate those solutions into clear business requirements and user stories for the engineering and data operations teams clearly defining the expected positive impact on the product.
- UAT & Post-Fix Validation: Define acceptance criteria conduct User Acceptance Testing (UAT) to ensure the fix works and monitor post-launch product metrics to verify that the problem was successfully resolved and the product impact was mitigated.
- Cross-Functional Collaboration: Connect the dots between engineering teams (who build the app logic) and operations teams (who handle data updates) to ensure everyone understands both the problem and its overall product significance.
Languages:English
Nationality:Indian
Job Location:Bangalore
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.Required Experience:
IC
About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.
