Role Master New

TIS JOB FAMILY ROLE DESCRIPTIONS AND G&Os
Unique role name G&O

Band Repeat role name Level Role Description Template
TRB/WASE/A1/A2/A3 Technician Service Desk Technician Level 1 Click here Click here
Executive MIS Executive
TRB/WASE/A1/A2/A3 Level 1 Click here Click here
TRB/WASE/A1/A2/A3 Administrator Administrator - TIS Level 1 Click here Click here
TRB/WASE/A1/A2/A3 Engineer Monitoring Engineer - TIS Level 1 Click here Click here
TRB/WASE/A1/A2/A3 Engineer Tech Support Engineer Level 1 Click here Click here

Group B1/ WASE Technician Service Desk Technician Level 2 Click here Click here
MIS Executive
Executive
Group B1 / WASE Level 2 Click here Click here
Group B1 / WASE Administrator Administrator – TIS Level 2 Click here Click here
Group B1 / WASE Engineer H & E Engineer - TIS Level 2 Click here Click here
Group B1 / WASE Engineer Tech Support Engineer Level 2 Click here Click here
Engineer Click
Group B1 / WASE SI Engineer Level 1 Click here here

Group B2 Technician Service Desk Technician Level 3 Click Here
Group B2 /WASE Coordinator Project Coordinator Level 1 Click here Click here
Group B2 Executive MIS Executive Level 3 Click here Click here
Group B2 Administrator Administrator – TIS Level 3 Click here Click here
Group B2 Engineer SI Engineer Level 2 Click here Click here

Group B3 Lead Technical Lead Level 1 Click here Click here
Group B3 Lead Operations Lead Level 1 Click here Click here
Group B3 Lead Lead Administrator Level 1 Click here Click here

Manager Technology
Group C1 CompetencyManager Level 1 Click here Click here
Architect Click
Group C1 Architect – TIS Level 1 Click here here
Consultant Click
Group C1 Consultant – TIS Level 1 Click here here
Manager Click
Group C1 Operations Manager Level 1 Click here here
Lead Click
Group C1 Lead Administrator Level 2 Click here here
Manager Click
Project Service Delivery
Group C1 Manager Level 1 Click here here

Group C2 Architect Architect – TIS Level 2 Click here Click here
Group C2 Consultant Consultant – TIS Level 2 Click here Click here
Manager Technology Competency
Group C2 Manager Level 2 Click here
Group C2 Manager Alliance Manager Level 1 Click here Click here
Manager Account Service Delivery
Group C2 Manager Level1 Click here

Group D1/D2 Head Practice Head Level 1 Click here Click here
Group D1 Head Tower Head Level 1 Click here Click here
Head Delivery Excellence &
Group D1/ D2 Productivity Manager Level 1 Click here
Delivery Manager Account Service Delivery
Group D1 Manager Level 2 Click here
Group D1 Consultant Consultant – TIS Level 3 Click here Click here
Group D1/D2 Architect Architect – TIS Level 3 Click here Click here
Unique Role
Technician
Repeat role name
Service Desk Technician
Level Level 1
Band TRB/WASE/A1/A2/A3
Exp Range Diploma 1-3yrs
Exp Range Engg 0-1 yrs
Education Diploma / Graduate/BE
Name the position to which
Team Leader
this position reports
Incident Management –
The incumbent will be responsible for Service ticket creation/
assignment/prioritization/escalation/tracking/closure and feedback as per defined SLA
in the SOW
He/She should follow KEDBs, Wikis for resolving technical issues and follow the defined
processes(SOPs/SOWs) while attempting to resolve the incidents
Broad Responsibilities Prepare incident MIS as per requirements
Proactive Remedy Queue Management
Problem Management
Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage
confirmation
Creating child tickets and tagging them with problem ticket
Callback the user and confirm resolution (where ever applicable)
Ticket Categorizing
Ticket Prioritizing
Decisions that can be taken
independantly by this role
Ticket routing
Ticket closure
Callbacks
Interface points End user (customer), Operations team, Customer vendors, Customer site agents
SLA
Closure of tickets in the order of severity or priority
Reduced Average Speed of resolution/response
First call resolution
Reopen ticket and track for closure
Output of the role Customer satisfaction
Quality
SERVICE EXCELLENCE
Remedy Queue management
Timely escalation of service tickets(as appropriate)
Alert monitoring
Unique Role Executive
Repeat role name MIS Executive, Competency Executive, Resourcing Executive

Level Level 1
Band Group TRB/WASE/A1/A2/A3
Education Diploma / Graduate
this position reports Technical lead/Operations Manager/Delivery Manager
The incumbent is expected to generate reports pertaining to all transactions with respect to
C-PRO like billing status, indent status/corresponding tools for the function .
Collate and maintain data for SDRs, customer/ functional reviews
Send specified reports to the respective stakeholders as per defined timelines
Broad Responsibilities Work closely with operations manager in tracking shift rosters .
Decisions that can be taken Role works under close supervision. There is no scope for independent decisions..
independently by this role
Interface points Delivery Manager, Operations Manager, Team Leads, SQA, TED & TISA.
Output of the role Generate all the reports on time as per the pre-defined process.
Unique Role
Administrator
Repeat role name
Administrator – TIS
Level Level 1
Education BE/ Btech/ MCA/graduation
Level 2/3 Administrator /Operations Manager
A facilitating role which would be the first point of contact for any customer issue.
The primary responsibility for the role is to understand the problem, document and escalate
it appropriately.
Broad Responsibilities
Handle technology related incidents – trouble shooting, resolution, escalation, monitoring
and closure.
An operationally(service management) focused role working under close supervision.
Work on SOP/Documented Solutions.
Need to contact Interface points for any clarifications needed or any issues which are not
documented.
Interface points Level1/2 Teams
Maintain standard routine day to day activities/Checklists and First level Interface with
customer
Output of the role Ensure closure or timely escalation of service incidents
CSAT
Adherence of SLA
Unique Role
Engineer
Repeat role name
Monitoring Engineer – TIS
Level Level 1
Education Diploma./ Graduation / equivalent
Level 2 Administrator/Lead Administrator/Operations Manager
Event/Alert monitoring of all infrastructure element
Qualifying the alert /call
Resolving using Standard Operating Procedures (SOP)
Escalation to next level
Performing daily / shift related system checks
Report generation
Responding to the user calls/requests
Basic knowledge on Unix or Windows Server or Network Elements Monitoring
Apply his/her knowledge on monitoring and ticketing tools to ensure service delivery as per
SOW
Ensure timely submission of project reports
CSAT

Role works under close supervision. There is no scope for independent decisions
Interface points Resolver Groups / Level 2 Administrator/Lead Administrator/Operations Manager

Monitor the customer Infrastructure
provide first level resolution and escalating to other resolver groups for resolution of the
Output of the role incidents / requests
Project MIS
CSAT
Unique Role
Engineer
Repeat role name
Tech Support Engineer
Level Level 1
Education BE/ Btech
Name the position to
which this position Level 2/3 Engineer /Operations Manager
reports
Proactively monitor Customer Networks using the appropriate Tools and respond to Alarms within
agreed time window.
Log the Incident against correct inventory and advise the Customer / Frontline / Service desk.
Perform Initial Diagnosis on the Incident reported using standard Diagnostic Tools and Knowledge
base.
Assign Incident Tickets to appropriate Resolver groups with qualitative inputs on the Incident.
Progress and prioritize work to locally defined targets and timescales.
Broad Responsibilities Place & Chase with Resolver groups for Updates, Progress, End-to-end Resolution, Root Cause
Analysis & Incident Report.
Test the fix provided by the Resolver groups and confirm the Resolution.
Escalation management & Jeopardy management with Internal and External Customers.
Update systems and keep Customer facing teams informed on Fault progression within agreed
timescales.
Update Customer / Frontline / Service desk on Resolution and Service restore
Advise Frontline / Service desk teams for Customer confirmation and Incident closure
Decisions that can be Work on SOP/Documented Solutions.
taken independantly by Need to contact Interface points for any clarifications needed or any issues which are not
this role documented.
Interface points Level1/2 Teams
Maintain standard routine day to day activities/Checklists and First level Interface with customer
Incident Management and Escalation Management
Output of the role
CSAT
Adherence of SLA
Unique Role
Technician
Repeat role name
Level Level 2
Band Group B1
Exp Range Engg 1-3yrs
Team Leader
Incident Management
Ticket re-assignment to PRG's if ticket unresolved by L2 (where ever applicable)
Routing / Chasing of tickets with other PRG's
The incumbent will also be responsible for Service ticket creation/
assignment/prioritization/escalation/tracking/closure and feedback as per defined SLA
in the SOW
He/She should follow KEDBs, Wikis for resolving technical issues and follow the defined
processes(SOPs/SOWs) while attempting to resolve the incidents
Prepare incident MIS as per requirements
Problem Management
Creating a Problem ticket based on the trend of calls / ticket
Sharing the ticket number with the team and routing the problem ticket to the appropriate
PRG
Recording outage / bulletin message in Remedy / ACD
Updating the outage / bulletin message in Remedy / ACD based on the status update
received by the PRG
Tracking resolution and updating KB
Callback the user and confirm resolution (where ever applicable)
Administrative Task
Training the L1 team on the processes /frequently occurring errors and fixes
Ticket Categorizing
Ticket Prioritizing
independantly by this role
Ticket routing
Ticket closure
Callbacks
Interface points( list the
positions with which this End user (customer), Operations team, Customer vendors, Customer site agents
positions interacts)
SERVICE EXCELLENCE
Service ticket trend analysis
Open ticket status update to operations or customer teams
Resolution of tickets that get escalated from L1 queue
Training of L1 team members
Remedy Queue management
Timely escalation of service tickets(as appropriate)
Alert monitoring
Output of the role
SLA
Closure of tickets in the order of severity or priority
Reduced Average Speed of resolution/response
First call resolution
Reopen ticket and track for closure
Customer satisfaction
Quality
Unique Role
Executive
Repeat role name
MIS Executive
Level Level 2
Band Group B1 / WASE
Education Diploma/B.Sc
Operations Manager/Delivery Manager
The incumbent is expected to liaison with other functional teams or identified stakeholders
to generate reports effecting delivery performance for eg: ramp up/down, attrition, training,
SUITe mapping etc
Also generate reports pertaining to all transactions with respect to C-PRO like billing status,
indent status/corresponding tools for the function .
Collate and maintain data for SDRs, customer/ functional reviews
Send specified reports to the respective stakeholders as per defined timelines
Work closely with operations manager in tracking shift rosters

Role works under close supervision. There is no scope for independent decisions

positions with which this Delivery Manager, Operations Manager, TeamLeads, SQA, TED & TISA.
Output of the role Generate all the reports on time as per the pre-defined process.
Unique Role
Administrator
Repeat role name
Level Level 2
Education BE/ Btech/ MCA/equivalent
Level 3 Administrator/Lead Administrator /Operations Manager
The incumbent is responsible for maintenance of customer’s IT infrastructure elements
Provides support for technical troubleshooting, tickets escalated by the Level 1
administrators
May be required to work as on-call support to provide 24x7 type of support.
Broad Responsibilities Resolution and timely escalation of service tickets to the Level 3 Administrator/ Lead
Administrators
Contribute to KEDBs, SOPs and participate in SIPs being driven by the delivery
Contribute to achieve higher end user CSAT
Adherence to Customer processes, NDA, Security policies
Along with Level 0/1, a resource in this level can take decisions for Level 1 issues and provide
Decisions that can be taken guidance to Level 0/1 resources as needed.
independently by this role Can take a deicision on individual service ticket escalation matrix depending on the
severity/priority/technology/customer
positions with which this Level2/3 Teams, Customer stakeholders, Operations Manager, Lead Administrator,
Incident Management
Escalation Management
SLA Adherence
Output of the role CSAT
Mentoring / Guiding L0/L1 administrators
Updation of SOPs.
Technology enhancement – cross skill or upskill
Unique Role
Engineer
Repeat role name
H & E Engineer – TIS
Level Level 2
Education BE/ Btech/equivalent
Lead Technical/Lead Administrator/Operations Manager
The incumbent is expected to conduct daily walk throughs /checking system status / errors
Monitoring Backup and Media
Infrastructure monitoring
Ensure library is loaded for next backup / Vaulting cycle
Work with team to schedule hardware replacement
Assist Network Team with troubleshooting / patching of fiber and copper cables
Provide access and work with vendor to replace hardware
Check, Resolve HD tickets
Receive Inventory / Ship hardware
Work, resolve Change requests
Co-ordination with Offshore Team and Vendors
Performing Hard Reboots / checking the connectivity
Adherence to SLA
Ensure higher CSAT
Vendor coordination, Decisions related to vaulting cycles/storage library loading

Customer stakeholders, Resolver Groups / Delivery Manager / Operation manager,
positions with which this
Hardware/Software/Logistics Vendors
Trouble shooting & Fixing the Hardware issues.
Monitoring the system status,
Media management and Patching of fiber & copper cables
Output of the role
Vendor Coordination
SLA adherence as per SOW
Higher CSAT
Unique Role
Engineer
Repeat role name
Tech Support Engineer
Level Level 2
Band Group B1
Education BE/ Btech
which this position Level 3 Administrator/Lead Administrator /Operations Manager
reports
Monitor 2nd Line Technical support queue and act on Incident tickets within the agreed time
window
Log onto Network element, Analyze, Trouble shoot & Diagnose root cause of the Incident and
Broad Responsibilities provide Temporary work around, including Activation of backup Circuits etc.
Operate Network Management Tools and provide Remote Technical Resolution and Permanent
fix, wherever possible.
Provide inputs to Incident reports and Root Cause Analysis reports, as mandated in the process
Escalate the Incidents that cannot be remotely resolved to appropriate Resolver units with value
notes on the Fault report.
Provision pre-approved Simplex/Medium level Network Changes as mandated in the process and
confirms the performance post Change Configuration, execute “roll-back” for unsuccessful
Changes
Update Customer facing teams on the Fault Resolution progress, within the agreed frequency as
mandated in the process
Coordinate with Resolver groups & 3rd Party Vendor / Suppliers as required
Conduct Daily/Weekly/Monthly activities to ensure the health of the Network is maintained and
Data Integrity is not jeopardized
Contribute to KEDBs, SOPs and participate in SIPs being driven by the delivery
Contribute to achieve higher end user CSAT
Adherence to Customer processes, NDA, Security policies
Along with Level 0/1, a resource in this level can take decisions for Level 1 issues and provide
Decisions that can be
guidance to Level 0/1 resources as needed.
taken independently by
this role Can take a deicision on individual service ticket escalation matrix depending on the
severity/priority/technology/customer
positions with which Level2/3 Teams, Service Providers, Customer stakeholders, Operations Manager, Lead Administrator,
this positions interacts)
Incident Management
SLA Adherence
Output of the role CSAT
Mentoring / Guiding L0/L1 administrators
Updation of SOPs.
Technology enhancement – cross skill or upskill
Unique Role
Engineer
Repeat role name
SI Engineer
Level Level 1
Education BE/ Btech/ MCA
While on an assignment he would report to the Lead Engineer/Project Manager
Should be able to works out a detailed plan on the task assigned, monitor detailed designs
and test reports.
Broad Responsibilities Will be involved in implementation, integrated testing, debugging and documentation.
Would interactions within own team or department to provide technical guidance.
Is also required to interact with peer level from customer organization.
The resource will execute tasks as per defined process and instructions

Project / Program /Delivery Manager, Technical / Project Lead, Quality Coordinator, Architect,
Consultant, Administrator
Build, Implement and upgrade infrastructure services and associated HWQuantum
improvements through NLI
Output of the role
CSAT
POC
Technical problem solution
Unique Role
Technician
Repeat role name
Level Level 3
Band Group B2
Education Diploma / Graduate/BE
Service Desk Lead, Service Desk Manager
Delivery
The incumbent is required to study the DD / transition documents and gain understanding of
customer business
He/She will be involved in resource / volume ramp-up plan/ backfilling resources planned for
rotation and resignation cases
Tracking Performance of individual Projects within the delivery/SIPs.
Participate / presenting SD performance during client visit
Reports / Reviews
Reviewing the weekly / monthly dashboards
Publishing dashboards to customer
3
6 Quality
Using the trend analysis to identify the areas of improvement
Initiating SIP's / CIP's / Lean / Six Sigma projects
Working with SQA team to comply on ISO standards
Project / Transition scheduling,

Ramp-up's, Ramp down's, Billing, Rotation, SL communication to customer, Invoking /
Revoking SD DR,
Customer (stakeholder), Operations Team, End user (customer), Operations team, Customer
vendors, Customer site agents, Resourcing team and recruitment team
1. Service Level Management
2. Updated SMTD and EPD
3. Tracking and measuring KPI's
Output of the role 4. Initiating Six Sigma / Lean project
5. Resource tracking
6. Shift rostering
7. Service ticket trend analysis
Unique Role
Coordinator
Repeat role name
Project Coordinator
Level Level 1
Band Group B2
Exp Range Diploma 5-7 yrs
Education BE/ BTech/ MCA
Project Manager/ Program Manager
The incumbent would be involved in Project Coordination activities
Reporting, Project Tracking ( Schedule, Cost, Effort)
Procurement coordination etc .
Would be required to interact with the customer stake holders from time to time.
Proactive identification of risks and actions as appropriate

The resource will execute tasks as per defined process and instructions under close supervision
positions with which this Project Manager & Project coordinator of customer organization, Resourcing
Output of the role Project Coordination , Customer Coordination, Timely reporting
Unique Role
Executive
Repeat role name
MIS Executive
Level Level 3
Band Group B2 ( New )
Operations Manager/Delivery Manager/SDH
The incumbent is expected to analyse reports to align them with business goals.
The reporting patterns should enable a faster decision making / review for the management
Take End to end ownership of weekly, monthly, quarterly reports as applicable.
Take over all responsibility of all transactions with respect to C-PRO.
Ensure all Process/Delivery related reports are prepared and sent on time by other MIS
executives.
Ensure billing is tracked as per resourcing plan and update trackers accordingly.
Ensure billing reports are sent to customer as per timelines.
Send billing status reports to finance team.
Reporting formats. Role works under close supervision. There is no scope for independent
Decisions that can be taken decisions

positions with which this Delivery Manager, Operations Manager, TeamLeads, SQA, TED & TISA , Finance Team,
positions interacts) Resourcing/Recruitment team, Customer stake holders
Output of the role Generate all the reports on time as per the pre-defined process and quality norms
Send weekly/monthly dashboards to Senior Management/Customer as applicable
Unique Role
Administrator
Repeat role name
Level Level 3
Band Group B2 ( New )
Lead Administrator /Operations Manager/Delivery Manager
The incumbent is required to Work independently towards providing support for escalated
troubleshooting requirements.
Participates and provides inputs towards implementation of various hardware and software
policies and procedures / support and maintenance (e.g. Setting up new site / location).
Completely responsible for systems administration in a given facility.
Guides new team members.
Broad Responsibilities Prepare and plan for SIPs, KEDB, SOPs
Maintain proper handshake between shifts/geographies
Ensure CSAT level is high
Root Cause Analysis for repeat issues
Document, track, highlight risks
Be a part fo the practice virtual SME group
Can take decision for Level 1/2 Issues.

Decisions that can be taken Can decide on escalation path for service tickets
independently by this role Responsible for Level 1/Level 2 Activities
Issues for which RCA to be done
positions with which this Level 2 Teams/Operations Manager, Practice /Pre-Sales Team, MQ team
SLA adherence
Higher CSAT
RCA
Incident Management
Output of the role
Problem Management
Mentoring /Guiding the junior members in the team
Provide proactive solutions for common issues/productivity Improvements.
Risk Managemen
Knowledge Management
Unique Role
Engineer
Repeat role name
SI Engineer
Level Level 2
Band Group B2
Project Manager / Program Manager
Applies know-how with minimal or broad supervision and guides other team members.
Is required to implement and possess good understanding of technology and its application.
Works out a detailed plan on the task assigned, reviews detailed designs and test reports.
Involved in implementation, integrated testing, debugging and documentation.
Interact with peer level from customer organization.
Technical presentations to the team.
Completing Project Effort Estimation Related Activities.
Compliance to the selected process flow for the particular activity: VelociQ.
Client Interface: Interacts for any ITL, UAT and Deployment phases, at project level
customers, Reports to the customer contact
The resource will execute tasks as per defined process and instructions
Project Manager, Program Delivery Manager, Delivery Manager, Technical Lead, Project Lead,
Quality Coordinator, Architect, Consultant, Administrator
Project Effort Estimation
Meeting quality standards as prescribed for the project
Build,Implement and upgrade infrastructure services and associated HWQuantum
improvements through NLI
Output of the role
CSAT
POC
SIPs
Compliance to ELC metrics
Unique Role
Lead
Repeat role name
Technical Lead
Level Level 1
Band Group B3
Education B.E /M.Sc./MCA
Operations /Project/Project Service Delivery Manager
The incumbent is expected to provide leadership for that specific technology which he is
skilled on.
SLA management
Needs to do RCA and suggest service excellence measures accordingly
Is responsible for managing team members based on technology alignment
SPOC for Client for all technical issues pertaining to his technology /account.
He/She needs to take complete ownership of SMTD/EPD for his competency group.
Should ensure that the SMTD & EPD are updated atleast once in every quarter.
Ensure compliance of Process by his team members as mentioned in SMTD/EPD.
Should adhere to quality/ITIL processes
Should manage operations, billing for the team
Should manage updates received from the customer on outages and hence complete BCP,
DR planning and Risk Management
Virtual SME for the specified technology
Should contribute to higher CSAT
Lead SIPs, Lean, Six sigma projects
He/She should be capable of providing knowledge management support for the team.
May be required to do vendor management
People process related decisions
Decisions that can be taken Technology enhancements
independently by this role Operational /Delivery excellence

Customer stake holders, Vendors, Delivery Manager, Operations Manager, SQA, TED, Resourcing
& TISA.
Daily Dashboard to report the SLA for his Tower
Ticket Sampling Report for his competency group
Start of the Day Checks for his competency group
SLA adherence
Output of the role Quality
CSAT
People management
Risk Management
ITIL Process implementation
Unique Role
Lead
Repeat role name
Operations Lead
Level Level 1
Band Group B3
Operations/Project Service Delivery Manager
The incumbent is expected to manage shifts ensuring SLA adherence

Manage escalations and track it to closure through a technology SME
Manage operations – shift rostering, billing, attendance, SLA reports, Service ticket trend
based reports, Facilities management, Monitor breaks/availability of team,
Manage risks proactively based on SOW
Broad Responsibilities Manage people processes for team and keep the team motivated
Acts as a mentor for junior administrators, technical support engineers in resolving technical
issues.
CSAT
Shift rostering
Operations
Decisions that can be taken Leave management
independently by this role Escalation process
People processes

positions with which this Project Service Delivery Manager, Operations Manager, SQA,Rescourcing, FMG, TED & TISA.
Should prepare & submit the Ticket Sampling Report for his Tower
Output of the role Start of the Day Checks for his Tower
Pro-actively ensures that all the deliverables are met as per the agreed SLA.
Work with SQA and Identify the areas towards continuous improvement.
Unique Role
Lead
Repeat role name
Lead Administrator
Level Level 1
Band Group B3

Operations Manager/ Delivery Manager
Should completely own the area or tower within the delivery

Responsible for maintenance and administration , enhancements , following change
management policies ,report capacity and availability ,
updating of the ticketing system and KEDB.
Is expected to train and mentor junior administrators in the account and lead the tower
Broad Responsibilities Maintain a roster for shift management .
Is expected to participate in weekly operational meetings , Change management meetings .
Expected to lead the team from transition to delivery and also work with Project Manager for
Infrastructure projects and SI work .
Should engage in Continous Improvement Projects or SIPs to improve productivity and SLAs.
Adherence to people processes and policies for self and the team
Roster decisions .
Decisions that can be taken Training decisions for junior staff.
independently by this role Decisions about recommendations for capacity and availability mgt and SLA improvement.
Decisions on patch mgt , upgrades ,version rollout ,rollbacks ,escalations .

Customer stakeholders, Delivery Manager , Project Manager ,Program Manager , SQA , MIS ,
Monitoring Leads,Transition Mgr, Resourcing, Recruitment, TED, TISA, FMG
Maintain and upgrade infrastructure services and associated HW

Participate in projects as implementer
Involve in transitions
Provide productivity improvements and SLA improvements
Risk Management
Output of the role Escalation Management
Problem Management
Mentoring /Guiding the junior members in the team
CSAT
Ensure SLA adherence as per the SOW
Understanding the contract and proactive management of the same
Unique Role
Manager
Repeat role name Technology Competency Manager
Level Level 1
Band Group C1
Exp Range Diploma >10 yrs
Exp Range Engg >8yrs
Competency Head/ Technology Competency Manager L2
which this position reports
The incumbent is expected to manage the technology stack of the competency group in line
with the business service offerings
He/She is responsible to drive competency development
Should ensure high engagement with the members part of their competency group
Ensure that the members of the competency group are mentored for constant skill
enhancement
Unified Competency Framework – Questions bank quality as per norms, Attempt and Passing
% as per GDO guidelines set for the FY
Interact with top management with respect to budgets and controls as well as roadmap for
Broad Responsibilities service support policies etc.
Responsible for resource planning and management of IT support team.
Proactive account audits
Skill Gap Analysis
Technology based Service ticket trend analysis
Rotation planning
Left-shift of tasks to enhance productivity for eg: tasks performed by Level 2 administrator
should be migrated to Level 1 administratorsPeople Management – For eg: Career mapping
and attrition management
Skill Demand validation

Decisions that can be taken Competency development path for members on bench
independently by this role Transition templates

Resource Managers, Delivery Managers, Service Delivery head, Practice Heads, Client solution
teams, Transition, HR & Finance teams
Competency development for all member of that competency group
Skill road map for IT services offered
SOPs, KEDBs
Transition templates
SIPs
Output of the role
Training plan
.
Cost Optimization: Drive optimal resource deployment.
Organizing the Account audits for technology, people and process.
Career mapping and attrition management
Unique Role
Architect
Repeat role name Architect – TIS
Level Level 1
Band Group C1
Exp Range Diploma >10yrs

Project SDM/ Architect Level 2/Program Manager / Practice Manager/Head/ Pre-Sales Heads
Subject Matter Expert in his area for architecting solutions along with Level 2+ competency
level in more than two technology areas
Should posses expertise in atleast one domain
Should be able to propose IT strategy based designs and solutions.
Design SME for the respective solution reporting to the Project/Program/Sales & Solution
Delivery Manager.
Responsible for identifying & assessing customer requirements/environment.
Responsible to project detail design based on the requirement study.
Get engaged in the project, during the detail design phase, & will base the detail design on
high level design & customer inputs.
The detail design will adhere to all design decisions & design principles documented in the
requirement and high level design.
Broad Responsibilities Hand-hold the implementation team, & guide the team during implementing the solution.
Would also be expected to help the implementation team understand the design and if need
be , help in executing the design at crucial junctures.
Should be able to modify the solution document, based on changes required by the design
document alongwith estimated effort and timelines for implementation.
High level customer presentation.
Responsible for RFPs, RFIs and proof of concepts inputs as and when required .
Should also provide transformation solutions in his area of expertise
Follow the implementation of Engineering LifeCycle(ELC) Model
CSAT for the engagement
Responsible for managing people processes for the direct/ virtual teams reporting into
him/her
Responsible for EPPT( Effective Project Planning and Tracking)
Technical solutions to business requirements.
Design document.
Optimal solutioning and guidance the project team on the implementation.
People Management
Risk Mitigation and Planning
Decisions related to technology part of the solution
Components of pricing and sizing

Customer stake holder, Project Manager, Lead Administrators,Program Manager ,Project SDM,
PDH, , Client solutions Team, Architect Level 2, Market facing solution teams
Architecture design principle and definition
High level solution design document

Detailed Solution design document
Solution Build document
Technical white papers on development technologies
Impact analysis in the architecture for new requirements and change in requirements.
Expert guidance to project teams on best practices, current trends and development
technologies .
Output of the role
Optimal solutioning and guidance to project teams on the implementation.
People Management
Risk Management
Financial management pertaining to the role
Technology based IT strategy for the customer
CSAT
EPPT
Step up of competency level in line with organization and self growth
Unique Role
Consultant
Repeat role name Consultant TIS
Level Level 1
Band Group C1

Project SDM/ Architect Level 2/Program Manager / Practice Manager/Head/ Pre-Sales Heads
The incumbent in this role is expected to be a SME for the respective solution reporting to the
Project/Program & Solution Delivery Manager.
Broad Responsibilities Should be able to provide consulting solutions for the technology in which he/she is a SME
Asses and identify the potential risk and challenges in the current infrastructure.
Should be able to proactively identify possibilities of the following: Consolidation,
Virtualization, Sustainability, Asset Scalability and risks involved
Responsible for identifying & assessing customer requirements/environment.
The person will necessarily get engaged with the architect in the project, during the
detaildesign phase, & will support the architect on high level designs based on customer
inputs.
Expected to hand-hold the implementation team, & guide the team during implementing the
solution.
Would also be expected to help the implementation team understand the design and if need
be, help in executing the design at crucial junctures.
Follow the implementation of Engineering LifeCycle(ELC) Model

CSAT for the engagement
Responsible for managing people processes for the direct/ virtual teams reporting into
him/her
Responsible for EPPT( Effective Project Planning and Tracking)
Consulting solutions to business requirements.
Optimal solutioning and guidance to the project team on the implementation.
Performs impact analysis in the architecture for new requirements and change in
requirements.
Advises teams on best practices, current trends on technologies
People Management
Risk Mitigation and Planning
Decisions related to technology part of the solution
Components of sizing

Customer stake holder, Project Manager, Lead Administrators,Program Manager ,Project SDM,
PDH, Client solutions Team, Architect Level 2,
Consulting solutions based on customer’s IT estate

Optimal solutioning and guidance to project teams on the implementation.
People Management
Output of the role Risk Management
Financial management pertaining to the role like Cost Benfit Analysis, Effort Analysis,
ROI
CSAT
EPPT
Step up of competency level in line with organization and self growth
Unique Role
Manager
Repeat role name Operations Manager
Level Level 1
Band Group C1
Education Bsc/B.E /Msc

Project Service Delivery Mgr / Program Manager/CEM/Practice Delivery Head
The incumbent of this role is the first point of contact for the customer
He/She has to ensure 100% adherence to processes defined as per SOW
Should deliver service on the following lines – forecast outages, BCP,DR, CR,SIRs
Performance score card to be covered in all Accounts & Projects, Managed Service & Staff
Aug.
The incumbent is expected to manage shifts ensuring SLA adherence
Manage escalations and track it to closure through a technology SME
Manage operations – shift rostering, billing, attendance, SLA reports, Service ticket trend
based reports, Facilities management, Monitor breaks/availability of team,
Manage risks proactively based on SOW
Manage people processes for team and keep the team motivated
Acts as a mentor for junior administrators, technical support engineers in resolving technical
issues.
CSAT
Broad Responsibilities Knowledge Management
Should be fully conversant with Wipro's Compliance and legal requirements with respect to
running offshore operations , aware of Wipro's and Customers security requirements .
.Also responsible to provide and update reports , maintain SMTD, EPD and other documents
with the help of SMEs
Is responsible to hold governance /steering committee meetings with the customer/Wipro
stakeholders
Plan for continuous and consistent productivity increase and other NLI measures
Incident volume reduction
Responsible for successful transition of projects within service delivery
Engagement level skill matrix vis-à-vis resource quality vis-à-vis customer escalations
Should effective do Financial Management on the following aspects– Billing, billing loss,
Billed/unbilled status of resources in the engagement, over run as approved by BFM
Track CRs and ensure ARC/RRC baseline as per the contract
Ensure CHM parameters adherence
Shift rostering
Operations
Leave management
Escalation process
People processes
.
CEM/PDH/Project ServiceDelivery Manager, Operations Manager, SQA,Resourcing, FMG, TED &
TISA.

Pro-actively ensures that all the deliverables are met as per the agreed SLA.
Work with SQA and Identify the areas towards continuous improvement.
Ensure and review following reports
Operational reports
Training reports
SLA reports
Output of the role EPD, SMTD and other support related docs
Rostering and transport reports
Financial Management
Risk Management
People Management
Productivity Management
NLI Management
SLA/SOW Management
Unique Role
Lead
Repeat role name Lead Administrator
Level Level 2
Band Group C1

Project Service Delivery Manager/Operations ManagerConsultant/Architect Level 1
The incumbent is expected to carry out Proof of Concepts ,think up new Service Improvement
Projects for the year ahead ,work with SQA in process improvements .
Should participate in service transformations and non-linearity initiatives which can improve
productivity.
Planning Level-1/Level-2/Level-3 resoruces' skill road map.
Should completely own the technology area within the delivery and responsible for
maintenance escalated administration tasks , enhancements , following change management
policies ,report capacity and availability , updation of the ticketing system for escalated
incidents and KEDB.
Expected to train and mentor junior administrators in the accountmaintain a roster for shift
management as per thedesired technology deliverables
Expected to partcipate in weekly operational meetings , Change management meetings .
Expected to lead the team from transition to delivery and also work with Project Manager for
Infrastructure projects and SI work .
Should engage in Continous Improvement Projects or SIPs to improve productivity and SLAs
Manage people processes for the direct /virtual teams.
Identifying left-shift tasks to improve productivity
Risk analysis of service delivery in terms of skills, technology and process.
Rostering decisions .
Training decisions for junior staff.
Decisions about recommendations for capacity and availability mgt and SLA improvement.
Decisions on patch mgt , upgrades ,version rollout ,rollbacks ,escalations
Decisions on Service Improvement Plans , changes in process , non-linearity projects

Project Service Delivery Manager , ,Program Manager , SQA , MIS , Monitoring Leads, Transition
Mgr,PDH,
Maintenance and upgradation of infrastructure services and associated HW

Service ticket escalation Management
Transition management, productivity improvements and SLA improvements.
People process management
Output of the role Problem Management
CSAT
Quality management
Productivity enhancement
Service excellence
Unique Role
Manager
Repeat role name Project Service Delivery Manager [ equivalent to PM in ADM]
Level Level 1
Band Group C1
Education BE/ B Tech/ MCA

CEM/PDH/Program Manager/ Delivery Manager
The incumbent of this role is expected to manage end-to-end deliverables of his/her account.
May be responsible for one or more accounts.
Responsible for delivery of > 30 Member Team and is directly responsible for Customer
Relationship,
Delivery Excellence, Account Financials, People Management & Quality.
This person is the first point of contact for resolving customer concerns and complaints
Develops and maintains an appropriate organizational structure capable of supporting the
committed SLA.
Prepares Capacity ,availability, service continuity plans
Identifies and assess risks and prepares mitigation plans
Establish a balance scorecard for reviewing the SLA
Review project/program, present service performance levels
Responsible to address SLA deviations
Implement and improve service delivery process/procedures and implement service
improvement programs to augment services.
Ensure Adherence to Process, Quality and conduct Customer Satisfaction/ feedback
Ensure external Audits are cleared without any Non conformities.
Responsible for Team management, training and development, motivation and retention of
assigned team conforming to budgetary objectives and personnel policies.
Approves, coordinates and controls all projects SOW.
Billing and Invoicing
Identify and introduce new service lines
Help achieve business targets for the assigned account
Succession planning of critical resources.
Rotation planning
Should be able to manage CHM parameters
Owns transformational services
Decisions that can be taken This role will have full responsibility and authority to deliver IT Services as per SOW. Project
independently by this role Service Delivery Manager is the single point of contact for the customer

Customer stake holders, PDH, CEM, Leads, SDH, Resourcing, Recruitment, BFM, TED, TISA,
Operations, FMG, Sales/Pre-Sales, GSI
Service Delivery Management, Customer Satisfaction, Delivery Excelllence, Financial

Output of the role Management, Risk Management, BCP-DR, People Management, Contract management,
Knowledge Management, Operational excellence
Unique Role
Architect
Repeat role name Architect – TIS
Level Level 2
Band Group C2
Name the position to SDM/ Lead Architect primary reporting.While on an assignment he would report to the Program
which this position reports Manager as well
SME in atleast two technology areas.

Will provide guidance to junior architects & SI projects, during delivery of the project.
Will also guide architects from other project.
Responsible for high level design and varoius deliverables for the project.
Expected to have a large breath of technology knowledge.
Should be able to form respective opinion post discussions with the SME's.
Responsible for Enterprise Architecture framework in addition to the delivery work.
Broad Responsibilities Should be able to create Business Cases besides creating RFP and RFI responses.
Should be able to lead Proof of Concept teams to define & prove the benefits of the new
solution suggested.
Expected to present technical solutions to customer and explain the benefits of one solution
over the other.
Should be willing to help the implementation team to help understand the solution and
provide technical guidance in complex issues.
Expected to provide transformation solutions in his chosen areas of expertise
Understands as-is architecture and identifies potential improvement areas.
Provides technical solutions to business requirements.
Creates design document.
Reviews and approves design document created by other teams.
Decisions that can be taken Identifies the optimal solution and guide the project team on the implementation.
independently by this role Performs impact analysis in the architecture for new requirements and change in
requirements.
Review impact analysis done by project team.
Provides expert guidance to project teams on development technologies .

Project Manager, Technical Lead , Program Manager ,SDM , SDH, MIS, BFM, Client solutions ,
Lead Architect ,Delivery Manager, Client Managers
Architecture design document
Output of the role
White papers on leading technologies and best practices
Domain/account specific architecture design documents
Unique Role
Consultant
Repeat role name Consultant – TIS
Level Level 2
Band Group C2

While on an assignment he would report to the Program Manager
SME in atleast two technology areas.

Provide guidance to junior consultant & SI projects, during delivery of the project.
Guide consultant from other project.
Responsible for high level design and various deliverables for the project.
Expected to have a large breath of technology knowledge.
Should be able to form respective opinion post discussions with the SME's.
Should be able to create Business Cases besides creating RFP and RFI responses.
Should be able to lead Proof of Concept teams to define & prove the benefits of the new
solution suggested.
Expected to present technical solutions to customer and explain the benefits of one solution
over the other.
Should be willing to help the implementation team to help understand the solution and
provide technical guidance in complex issues .
Expected to provide transformation solutions in his chosen areas of expertise
Provides technical solutions to business requirements.
Creates design document.
Reviews and approves design document created by other teams.
Identifies the optimal solution and guide the project team on the implementation.
Performs impact analysis in the solution for new requirements and change in requirements.
Review impact analysis done by project team.
Project Manager, Technical Lead , Program Manager ,SDM , SDH, MIS, Client solutions Team,
Lead Architect, Delivery Manager
Output of the role
Unique Role Manager
Repeat role name Technology Competency Manager

Level Level 2
Band Group C2

Competency Head
The incumbent is expected to manage the technology stack of the competency group in line
with the business service offerings
He/She is responsible to drive competency development
Should ensure high engagement with the members part of their competency group
Ensure that the members of the competency group are mentored for constant skill
enhancement
Unified Competency Framework – Questions bank quality as per norms, Attempt and Passing
% as per GDO guidelines set for the FY
Interact with top management with respect to budgets and controls as well as roadmap for
service support policies etc.
Responsible for resource planning and management of IT support team.
Proactive account audits
Skill Gap Analysis
Technology based Service ticket trend analysis
Rotation planning
Left-shift of tasks to enhance productivity for eg: tasks performed by Level 2 administrator
should be migrated to Level 1 administrators
Skill Demand validation

Competency development path for members on bench

Resource Managers, Delivery Managers, Service Delivery head, Practice Heads, Client solution
teams, Transition, HR & Finance teams
Competency development for members on bench
Skill road map for IT services offered
SOPs, KEDBs
Output of the role
SIPs
Training plan
Cost Optimization: Drive optimal resource deployment.
Organizing the Account audits for technology, people and process
Unique Role
Manager
Repeat role name Alliance Manager
Level Level 1
Band Group C2
Education B.Sc/BE
Practice Head
Identify the need for an alliance to enhance service offerings or delivery function.
Evaluate key criteria to nominate alliance.
Evaluate key criteria and measure against the criteria for performance of the alliance.
Sign and own the business plan with each alliance signed.
Periodic review with Alliance contacts for performance reviews.
Sign marketing plan and development plan for the alliance.
Sign and front end any solution plan with partners or alliance.
Create and drive business development activities like pipeline generation, sharing of funnel
etc.
Interface with multiple contact points within organization and act as a single face to the
identified alliance.
Drive revenue plan signed off for each alliance.
Decisions that can be taken Decision related to contract negotiations with each alliance decision to sign of alliance plan
independently by this role like joint plans, marketing, review etc.

Practice Heads, Service Delivery Managers and Heads for alliance for delivery, Business Finance,
Marketing, Training and Talent Transformation
Signed allaince plan with Roles and Responsibilites identified.
Output of the role Governance matrix between alliance partners and Wipro.
Mutually agreed and Signed Business plan
Unique Role
Delivery Manager
Repeat role name Account Service Delivery Manager
Level Level 1
Band Group C2

Account Service Delivery Manager Level 3/Service Delivery Head/PDH/CEM
The incumbent of this role has overall responsibility of Service Delivery of his/her account as
per SOW
May be responsible for one or more accounts.
Responsible for service Delivery of >60 team membersResponsible for Customer
Relationship, Delivery Excellence, Account Financials, People Management & Quality.
First Point of contact for resolving customer concerns and complaints
Develops and maintains an appropriate organizational structure capable of supporting the
committed SLA.
improvement programs to augment services.
Ensure external Audits are cleared without any Non conformities
Responsible for Team management, training and development, motivation and retention of
assigned team conforming to budgetary objectives and personnel policies
Owns transformational services within the account
Responsible for driving CHM parameters
This role will have full responsibility and authority to deliver IT Services as per SOW. Project
Decisions that can be taken Service Delivery Manager is the single point of contact for the customer
independently by this role Rotation planning

Customer stake holders, PDH, CEM, Leads, SDH, Resourcing, Recruitment, BFM, TED, TISA,
Operations, FMG, Sales/Pre-Sales, GSI
Service Delivery Management, Customer Satisfaction, Delivery Excelllence, Financial
Management, Risk Management, BCP-DR, People Management, Contract management,
Output of the role
Knowledge Management,
Operational Excellence
Unique Role Head
Repeat role name Practice Head

Level Level 1
Band Group D1
Exp Range Diploma >15 years
Education BE/ Btech

LOB Head
Head a Practice and give it a strategic direction.

Business Development
Plan & execute & drive revenue generation, management & new business creation.
Oversee the bid management & presales/RFP process.
Create and maintain an order booking pipeline.
Enhance opportunity generation by working with the Program Management teams in
verticals.
Define strategies to target existing accounts for lead generation
Create a mechanism/strategy for lead generation.
Market Penetration :
Build the market thru the enhancement of service offerings; ideate the right
Broad Responsibilities Solutions/Services aligned to market requirements.
Practice Building & Development:
Pratice development & readiness: Resources added at defined competency levels
(practice specific)
Formal Interlock meeting to discuss prospects, funnel, plans, Publish Funnel / resource
requirement
Participation in Quality initiatives.
Alliance Management :
Ensure necessary and essential alliance tie ups are made for practice requirements and
to cover any serice offering gaps.
Ensure plan is signed off with alliance and periodic reviews are conducted to ensure
proper governance happens.

Services that need to be provided by practice
Interface points( list the LOB Head

positions with which this Client Solutions
positions interacts) Field Force
Practice Maturity
Output of the role
New Services
Unique Role Head
Repeat role name Tower Head

Level Level 1
Band Group D1
Education B.E /B.Tech/MCA

Head Competency
Accountable for portfolio of multiple related towers.

Plan and execute and Manage Skill development for all people under tower.
Rotation Plan for all people in the tower.
Skill enhancement responsibility of entire people in the tower.
Escalation Management for all technology under his tower.
Productivity enhancement at Level1, Level 2 and Level 3 roles across streams.
Broad Responsibilities Design and architect the training plan for all streams.
CoE Management for effective utilization and productive training needs for all
technology streams.
Tower evangelization through newsletters and information broadcasts.
Knowledge management with SOP for all functions.
Support Non Lineraity Initiative working with Service Delivery organizations.
Decisions that can be taken Service portfolio based skill enhancement

independently by this role People related - progression and MSI.

Tower Leads, SME, Delivery Heads, Talent Transformation, TISA, TED, resourcing recruitment,
CTO office
Productivity Measure for Technology Towers

Output of the role
Operational Process and efficiency improvement index and measurements
Unique Role Delivery Manager
Repeat role name

Account Service Delivery Manager
Level Level 2
Band Group D1

Service Delivery Head, PDH, CEM, GDO,
Overall responsibility for all the Deliverables of his/her account.

Responsible for one or more accounts.
Responsible for Delivery of 100 to 150 Member Team.
Responsible for Customer Relationship, Delivery Excellence, Account Financials, People
Management & Quality.
First Point of contact for resolving customer concerns and complaints
Develops and maintains an appropriate organizational structure capable of supporting
the committed SLA.
improvement programs to augment services
Ensure external Audits are cleared without any Non conformities.
Responsible for Team management, training and development, motivation and
retention of assigned team conforming to budgetary objectives and personnel policies.
Responsible for driving CHM parameters
Owns transformational services within the account
People related decisions (Like Rotation, Career Growth, Progression, MSI).
Account financial decisions (Like CHM, Onsite/Offshore Ratio, Cost of Operations/OM).
Decisions that can be taken Decision Tower Delivery Excellence (Like Implementing the SIP, RCA for issues faced &
independently by this role the implementation of action plan, ISO 20K Implementation & compliance, ITIL
Process).
Decision related to Customer Escalations.
Interface points( list the CEM/PDH/Service Delivery Head/ Vertical

positions with which this heads/TED/TISA/Resourcing/Recruitment/FMG/Practice/BFM/Quality & all Other Team Lead &
positions interacts) Team members.
Delivery Excellence
Account Financials
Output of the role
Customer Relationship
People related metrics & Quality.
Unique Role Consultant
Repeat role name

Consultant – TIS
Level Level 3
Band Group D1

While on an assignment he would report to the Program Manager
Acts as a Solution Architect/ Lead Transformation Architect during RFPs or takes on the
role of an consultant in deliveries and brings in better technology and models for
higher efficiency/productivity .
As a Solution Architect he/she is supposed to provide complete solution during RFP
stage and present to customer .
Should have a very broad exposure to different technologies used and available in
Infrastructure Services.
Responsible for overall solution as a solution architect during RFP stage .
The principle consultant will work with architects of multiple practices and Wipro BUs
to come up with an Integrated transformation solution .
Broad Responsibilities He would be expected to present this Transformation Solution to customer as part of
RFP or during proactive farming of accounts.
In deliveries he should be able to spot inefficiencies and provide technical/process
improvements .
He is expected to participate in Year on Year productivity improvements exercises in
deliveries , if required he/she is expected to attend technology forums or lead
technology forums , create or review white papers .
Should also lookout for new technologies and non-linear methods which can help
revenue or margins .
Should provide non-linear solutions in TIS deliveries with concepts like Shared Services
Model , GCC , Flex etc
Advises customer/management on optimal solutions on specialized technical issues.
Reviews and approves design documents created by other teams.
Decisions that can be taken Reviews and approves white papers created by other teams.
independently by this role Defines strategy for capability development for lower level employees.
Contributes towards organizational level strategy building initiatives.

Project Manager, Technical Lead , Program Manager ,SDM , SDH, MIS, Client solutions Team,
Lead Architect, Delivery Manager
White papers on industry trends
Output of the role Vertical specific architecture design documents
Capability development strategy plan
Non-linearity technology and/or process solutions
Integrated solution offering solutions along with other BUs.
New technology evaluation reports
Unique Role Architect
Repeat role name

Architect - TIS
Level Level 3
Band Group D1/D2

Reports to Head of Client solutions or Service delivery
Acts as a Solution Architect/ Lead Transformation Architect during RFPs or takes on the
role of an Optimization Architect in deliveries and brings in better technology and
models for higher efficiency/productivity.
As a Solution Architect he/she is supposed to provide complete solution to customer.
Should have a very broad exposure to different technologies used and available in
Infrastructure Services.
Responsible for overall solution as a solution architect during RFP stage .
The Lead Transformation Architect will work with architects of multiple practices and
Wipro BUs to come up with an Integrated transformation solution.
S/he would be expected to present this Transformation Solution to customer.
As an optimization architect in deliveries s/he should be able to spot inefficiencies and
provide technical/process improvements.
S/he is expected to participate in Year on Year productivity improvements exercises in
deliveries, if required.
As a Lead Architect, s/he is expected to attend technology forums or lead technology
forums , create or review white papers .
Should also lookout for new technologies and non-linear methods which can help
revenue or margins.
Should provide non-linear solutions in TIS deliveries with concepts like Shared Services
Model , GCC , Flex etc
Advises customer/management on optimal solutions on specialized technical issues.
Reviews and approves design documents created by other teams.
Reviews and approves white papers created by other teams.
Defines strategy for capability development for lower level employees.
Contributes towards organizational level strategy building initiatives.
Interface points( list the Project Manager, Technical Lead , Program Manager ,SDM , SDH, MIS, BFM, Client solutions ,
positions with which this Lead Architect ,Delivery Manager, Client Managers ,Client Executives /Leaders ,Industry Thought
positions interacts) Leaders and speakers , Analysts

White papers on industry trends
Output of the role Vertical specific architecture design documents
Capability development strategy plan
Non-linearity technology and/or process solutions .
Integrated solution offering solutionsalong with other BUs.
New technology evaluation reports
Unique Role
Delivery Manager
Repeat role name Delivery Excellence & Productivity Manager
Level Level 1
Band Group C2 /D1/D2

Head, Delivery Excellence & Productivity
As a core member of the Delivery Excellence & Productivity, will be responsible to actively
contribute in strategy creation based on Organization priorities/guidelines
Responsible for implementing the Delivery Excellence strategy to an identified set of
programs/accounts.
As outcomes of Delivery excellence strategy, will be directly measured on Productivity
improvement, facilitation of adoption of standard processes and measures, Customer
Delivery excellence, Tools penetration and best practices sharing and implementation
Adoption of various initiatives rolled out by the different GDO teams such as CEG (Central
Engineering Group).
Planning and implementation of DE programs in his’her set of accounts.

Interface points( list the Customer stake holders, PDH, CEM, Leads, SDH, Resourcing, Recruitment, BFM, TED, TISA,
positions with which this Operations, FMG, Sales/Pre-Sales, GSI, Central Engineering Group (CEG) and other allied GDO
positions interacts) teams.
Implementation of DE and Productivity improvement strategies by account

Productivity gains through Delivery Excellence strategies
Output of the role Standardization of operations between projects, leading to the TIS Way.
Tools implementation.
Best practices sharing and implementation.
Goals and Objective Templates
Service Desk Technician L1 Objectives 2010-11
Objectives Measurement Criteria Weight

Service Level Excellence 40%
• FCR / FTF should be greater than (<< >>% as committed
to customer)
• AHT should not be above the floor average
• Customer satisfaction score should be above the
committed % to customer
• Ticket response / resolution time as committed to
customer
• Ticket re-open (solution effectiveness) as committed to
customer
Quality and Compliance 40%
• Should handle minimum of "X" calls handled / emails /
e- tickets as defined by project
• Quality Audit score should be above the floor average
(Ticket / Call)
• Escalations / Complaints from customer / project
shouldn't be greater than 2 per year, and not more than
3 escalations / complaints from delivery team
• Stack ranking - Shouldn't be in the bottom 5
• Quality initiatives - Suggest two quality improvement
projects a year
• Knowledge Management - should contribute at least 1
document per quarter in KB
• Voice score (Communication V&A) should be above
floor average
Self Development 15%
• one technical certification a year
• Should have utilized 5 days of training time
• Actively participate in Huddle's / Reviews / Trainings
initiated in the project.
HR Practices 5%
• Timely submission of appraisal
• Zero unapproved leaves
• Attendance should be above 85%
TIS MIS Executive L1 Objectives 2010-11

Sample for MIS executive, G&O for other executive roles need to be created in discussion with the manager.

Quality and Customer 25%
Success
• Ensure He/She is part of the Governance meetings and
the MOM is tracked for closure
• All major & minor customer escalations to be tracked
for Closure within 30 days
• Close Looping of the CSAT comments
• Measured and reported every fortnight.
• Track customer centricity frame work for closure
• Track key value plan with customer for closure
Operational Excellence 25%

• Daily/weekly/Monthly/Quarterly reporting
• Ramp Up / Down report
• Closure of C-pro transactions
• Gather information for SDR preparation
• Keep a track of SOW ( renewal / annendum in case of CR
)
• Billing / Invoicing if required
• Keep the status updates on all NDA / BGV
Knowledge Management 10%
and competency
development
• Contribution to Knet, whitepapers etc
• Provide orientation to new members / other SDH’s MIS
executive
• Complete relevant training / ILP
SDH Specific objective ( 30%
Optional)
• As per SDH
Complete G&O setting and Self Appraisal within

timelines
Complete relevant training / ILP
Completion of UCF as per level if applicable
TIS Administrator L1 Objectives 2010-11

Service Delivery 25%
• Timeliness of deliverables to be met 100%
• Timely Escalation / Status updates / reports
• Status updates of calls / requests – for 100% incidents
• Contribution to SDRs
• Zero repetitive incidents
• 100% SLA Adherence
First time call resolution - 85%
Customer Centricity 25%

• No customer complaints
• Contribute to Team’s annual CSAT rating
• No deviation from established processes of the
customer without explicit approval from manager
• Appropriate, timely, unambiguous communication
(verbal & written)
• Display flexibility at work to accommodate unexpected
requirements and advance planning of leaves.
• Being aware and sensitive to cultural differences while
interacting with customer
• Resolve issues proactively
• Timely Response to customer requests
& Operational excellence
Timely response to Tower reports and strictly adhering
to report formats as requested.
Share the knowledge of New areas / tools / techniques
learnt one per six months
Develop knowledge in customer/new products. And
build expertise in identified customer domain
Submitting Technical documents/paper(SOPs, KEDB,
automation scripts, Best practices) in KNET one per year
Pass the UCF assessment that has been assigned for that
particular appraisal year
• Attend mandatory of 5 days of training
ACCOUNT SPECIFIC 30%

OBJECTIVES
(optional)
Monitoring Engineer L1 Objectives 2010-11

Technical Excellence 25%
Administration
• 100% of the assigned admin tasks (calls / tickets/ Service
request) to be completed by self with team efforts &
planning within stipulated time.
• Specify the SOP document followed on closing an
incident / Highlight absence of the same to L2/L3
• Fill up and submit Timesheet on a regular basis
Problem Management
• Analysis and reporting of repeated alerts / hardware
failures
Escalations
• Escalate any non-compliance of the processes and
anything unusual immediately as per escalation matrix
and take remedial actions.
• Follow SOP on responding to system alerts / first level
resolution
• Project activity report to be sent on agreed schedule to
TIS project manager
• Timely action on any alert/missing alerts and
improvements highlighted by customer
• Adhere to established customer processes
• Being sensitive and display professionalism while
• Aware and sensitive to cultural differences while
interacting with customer.
• Contribute to achieve higher end user CSAT,
• Contributions to initiatives taken to deliver ideas and
values beyond customer expectations.
Innovation and Mission 10%

Quality
• 100% adherence to various customer process like NDA,
security policies, ITIL, service request processes
• Share the ideas for implementing best practices within
the project- one per six months
• Maintain proper handshake between shifts of onsite &
offshore team
and competency
development
• Get cross skilled on related technologies.- atleast 1new
technology in the appraisal year
• share the SOPs , Best Practice document, check list
• Take active participation in tower activities like KS2,
Technical Quiz, workshops
• Attend mandatory of 5 days of training
• Clear UCF tests wherever applicable
OBJECTIVES
(optional)
•
Technical Support Engineer –L1 Objectives 2010-11
Technical Excellence 25 %
Monitoring and 100% of the assigned administration tasks ( calls / tickets/ Service
administration request) to be completed.
Respond and resolve alert / incidents/ Service request as per
agreed SLA ( 100 % adherence )
Adherence to Escalation Matrix - Provide prompt & concise
information to L2/L3 team members for unresolved tickets
Tracking of all incident tickets / service request until completion
and timely escalation to TIS manager if required.
First time call resolution 85%
Provide status updates/reports on time
CSAT No customer complaints

Contribute to Team’s annual CSAT rating
No deviation from established processes of the customer
without explicit approval from manager
Appropriate, timely, unambiguous communication (verbal &
written)
Display flexibility at work to accommodate unexpected
Being aware and sensitive to cultural differences while
Quality
Compliance to norms of various process quality scores (voice

and transactions)
Rework on any task should be < 3%
100% adherence to the process like ITIL, Change
Management, access policies for the
infrastructure websites and to the machine room etc
All the calls/ trouble tickets/ Service request & project work
to be updated in call tracking system.
Maintain proper handshake between onsite & offshore team
Fill / update all the shift handover documents, check list
updates to the offshore team
Knowledge 10 %
Management &
Operational excellence
Sharing knowledge with all other team members by passing

tech note etc.- atleast 1 in Six months
Learn at least one new knowledge area relevant to project
per year.
Contribute in creation of the SOPs , document, check list
Provide hand holding to new team members
Identify at least two potential improvements, SIP,
automations.
Attend mandatory trainings of 5days
Pass relevant UCF applicable for Appraisal year

OBJECTIVES
(optional)
Service Desk Technician –L2 Objectives 2010-11
Objective Measurement Weightage
1. FCR / FTF should be greater than the % committed to the
customer
2. Average handle time should be above the floor average
3. Customer satisfaction score should be greater than the %
committed to customer
4. Ticket response / resolution time as committed to customer
Service Level 5. Ticket re-open (solution effectiveness) as committed to
Excellence customer 40%
1. Should handle minimum of "X" calls handled / emails / e-
tickets as defined by project
2. Stack ranking - shouldn’t be in bottom 10
3. Quality Audit score (Ticket / Call) should be above the floor
average
4. Proactive Remedy / Avaya / Cisco queue monitoring (team's)
5. Quality initiatives should suggest two quality improvement
projects a year
6. Escalations / Complaints from customer / project, there
shouldn't be more than 2 escalations per year from customer &
not more than 3 escalations / complaints from project
7. RCA on missed tickets (team's)
Quality and 8. Knowledge Management - Should contribute at least 1
Compliance document per quarter in KB 40%
1. One technical certification a year
2. Should have utilized 5 days of training time - Employee should
proactively search for technical / competency development
training and request manager to nominate
3. Actively participate & conduct Huddle's / Reviews / Trainings -
95% compliant towards huddle / trainings conducted by project
Self development 4. Mentoring - Should mentor / train new hires 10%
1. Timely submission of appraisal
2. Zero unapproved leaves
HR Practices 3. Attendance should be above 85% 10%
TIS MIS Executive – L2 Objectives 2010-11

Success
Quality and Customer Success
Ensure He/She is part of the Governance meetings and

the MOM is tracked for closure
All major & minor customer escalations to be tracked for
Closure within 30 days
CSAT
Close Looping of the CSAT comments

Measured and reported every fortnight.
Suggest at least 1 process improvement plan for every
six months on Customer service improvement
Wipro Way / Customer Centricity Initiatives implementation
Track customer centricity frame work for closure

Track key value plan with customer for closure
Daily/weekly/Monthly/Quarterly reporting
Ramp Up / Down report
Tracking resource on-boarding
Closure of C-pro transactions
Gather information for SDR preparation
Keep a track of SOW ( renewal / annendum in case of CR
)
Billing / Invoicing as per the defined timelines
Keep the status updates on all NDA / BGV – sending
periodic updates to all stakeholders
Knowledge 20%
Management and Self
Development
Contribution to Knet, whitepapers etc

Provide orientation to new members / other SDH’s MIS
executive
Complete self G&O setting and Self Appraisal within
timelines
Complete relevant training @ 5 days per appraisal year /
ILP
Completion of UCF as per level if applicable
Master reporting tools wherever appropriate
Optional)
As per SDH
TIS Administrator L2 - Objectives 2010-11
Objectives Measurement Criteria Weightage Weightage

without if account
account specific
specific objectives
objectives included
Technical Excellence 35% 30%
Administration
• 100% of the assigned admin tasks (calls / tickets/
Service request) to be completed by self with team
efforts & planning within stipulated time.(100%
adherence)
• Preparing a KB article on closing an incident or
reference of KB article while closing the incident
(100% adherence)
• Timesheet(100% adherence/ weekly)
Problem Management
• Analysis and reporting of repeated issues/incidents
Escalations
• Escalate any non-compliance of the processes and
anything unusual immediately as per escalation
matrix and take remedial actions. (100% adherence
to be highlighted to the lead/mgr within their own
shift timing)
• Respond & close technical escalation from the L1
team (100% adherence)
Customer Centricity 25% 20%

CSAT
• Project activity report to be sent on agreed
schedule to TIS project manager & client (100%
adherence as per area of responsibility)
• Timely action on any concerns and improvements
highlighted by customer (Within 30 days or as
agreed with the leads/mgrs)
• Adhere to established customer processes (100%)
• Being sensitive and display professionalism while
interacting with customer (100%)
• Aware and sensitive to cultural differences while
interacting with customer (100%)
• Contribute to achieve higher end user CSAT,
Contributions to initiatives taken to deliver ideas
and values beyond customer expectations.(2 per
year through SIPs or leanprojects)
Innovation and Mission 15% 10%

Quality
• 100% adherence to various customer process like
Change Management, NDA, security policies, ITIL
(100%)
• Identify SIP, lean projects and execute (2 per year)
• Maintain proper handshake between onsite &
offshore team (100%)
Knowledge 25% 10%
Management and
competency
development
• Sharing knowledge with all other team members
and L1 team (Process/technical experience sharing-
2 per quarter)
• Get cross skilled on related technologies. (Atleast
one additional tech per appraisal year)
• Create & share the SOPs , Best Practice document,
check list (2 per year)
• Be part of Practice virtual SME group. Handle at
least 1 escalation / quarter from Practice
community. (Handle at least 2 escalation / per
appraisal year from Practice community)
• Complete self appraisals on time (100%)
• Provide orientation to new team members (2
innovative induction ideas per year)
• Identify the technology need from the customer
perspective and suggest appropriately with inputs
from L3/ team leads (Document , track and publish
part of monthly report.)
• Mandatory of 5 days of training (Annual)
• Clear UCF tests wherever applicable (100%)
• Complete relevant certification
ACCOUNT SPECIFIC 0% 30%
OBJECTIVES
(optional)
TIS H & E Engineer – L2 Objectives 2010-11
Objectives Measurement Criteria Weight Weight

(with (with
out Accnt
Accnt Specific
Specific obj)
obj)
Data Center Management

· 100% of the assigned admin tasks (Server checks /
Hard Reboots / Media Management ) to be completed
by self with team efforts & planning within stipulated
time.
Co-ordination with the vendor to fix the hardware
issues & timely updates to L2/L3 teams
Timesheet
Problem Management
Analysis and reporting of repeated alerts / hardware
failures
Escalations
Escalate any non-compliance of the processes and
Follow SOP on repsonding to system alerts / first leevl
resolution
Project activity report to be sent on agreed schedule to

TIS project manager
Timely action on any alert/missing alerts and
improvements highlighted by customer. Within 30
days or as agreed with the leads/mgrs
Adhere to established customer processes
Being sensitive and display professionalism while
Aware and sensitive to cultural differences while
interacting with customer.
Contribute to achieve higher end user CSAT,
Contributions to initiatives taken to deliver ideas and
values beyond customer expectations. 2 per year
through SIPs or leanprojects
Innovation and 15% 10%

Mission Quality
100% adherence to various customer process like NDA,

security policies, ITIL, service request processes
Share the ideas for implementing best practices within
the project. (Atleast 1 or 2 per year)
Maintain proper handshake between shifts of onsite &
offshore team
Knowledge 20% 10%
Management and
competency
development
Sharing knowledge with all other team members.

Process/technical experience sharing- 2 per quarter
Get cross skilled on related technologies. Atleast one
additional tech per appraisal year
Create & share the SOPs , Best Practice document,
check list. 2 per year.
Take active participation in tower activities. Provide
inputs for the News Letter & share the best practices
and prepare SOP documents.
Complete self appraisals and Individual Learning Plan
on time
Mandatory of 5 days of training annually
Clear UCF tests wherever applicable
ACCOUNT SPECIFIC 0% 30%
OBJECTIVES
(optional)
TIS Technical Support Engineer– L2 Objectives 2010-11
Administration
100% of the assigned Admin tasks ( calls / tickets/ Service
request) to completed 100% SLA adheres as per agreed
SLAs
Analyze logs and proactively identify potential issues
Installing and configuring new hardware and software as
required.
Automations using shell scripting.
Responsible for daily administration
Respond & close technical escalation from Level 1 team
Problem Management / Project work
Close problems by troubleshooting , perform root cause
analysis (RCA) & complete documentation of problems
and solutions in known error database (KEDB)
Do trend analysis and improve proactively the service
levels (ex No Repeated incidence/ Mistakes, Reduce
escalations etc). No. of repeat tickets to decrease by 10%
per month. Proactively educate and train end
users/customers/team members to avoid mistakes and
reduce tickets
Apply approved operating system updates, patches, and
configuration changes for problem resolutions
Zero customer complaints

Contribute to improve team’s annual CSAT rating
All the calls, trouble tickets, Service request & project
work to be updated in call tracking ticket
Report to be sent on agreed schedule for TIS project
manager & client
Appropriate, timely, unambiguous communication
(verbal & written)
Display flexibility at work to accommodate unexpected
Timely action on any concerns and improvements
highlighted by customer
Providing unambiguous status in all communications.

Quality
Compliance to norms of various process quality scores

(voice and transactions)
100% adherence to ITIL Processes or Customer Specific
process
Rework on any task should be < 3%
Compliance to the quality process of the customer
effective at the service delivery
Come up with at least 2 best practices, share within the
team & implement
Perform routine audits of systems and software. Any non
compliance should be brought to supervisor notice
immediately
Maintain proper handshake between onsite & offshore
team
Fill / update all the shift handover documents, check list
updates to the offshore team
Deliver Project Reports on time
Knowledge 15%
Management
Sharing knowledge with all other team members

Learn at least one new technology area relevant to the
project per six months. The knowledge acquired in the
process should be shared within the team in a
structured/ formal way.
Create & share the SOPs, Best Practice document, check
list with Competency Group- atleast 1 per appraisal year
At least 2 contributions per year of utilities / tools
developed in the project (non customer IP) / best
practices into Knet & Competency Group.
Provide orientation & Technical assistance to new team
members
Update Project documents on regular basis
Assist supervisor to handle any customer escalations
pertaining to server administration
Conduct Internal Trainings for the team
Pass relevant UCF applicable for the appraisal year
Attend mandatory trainings @5 days per appraisal year
OBJECTIVES
(optional)
SI Engineer – L1 Objectives 2010-11
Tower Contribution 10%
Assist other members of the tower or within Wipro in

closing technical and non -technical issues as and when
needed (Atleast 10 issues in a year)
Making best use of available time & resources (Effective
usage of free time) by completing e-learning modules,
attending webinars, and being being part of atleast one
POC
Comprehensive and original article to be approved by
SME in tower, published in Newsletter first and then in
KNET (Two)
Clear UCF Target as applicable

Gain at least L1 level competency in an area apart from
that of current identified expertise- Atleast 1 technology
per appraisal year
Ensure that the solution provided achieve the "First Time
right" objective
Technical problem solving , Ability to work out solutions
as per insturctions from Consultant
Customer Focus and 25%

Process Compliance
Contribute to ensure that the overall Project CSAT's for

which he/she is responsible is above 6.2/7
Be responsible for ensuring deliverability of the project
from the time the same is assigned to you. Completeness
of Deliverables. Participate in internal weekly reviews
meetings
Be billed atleast 80% of your time over the year and
make efforts towards meeting this target.
Quality of interaction with customer (e-mail content,
business etiquette etc)
Account Specific 30%
Objective
For each individual project where you participate as a

billed resource, set ONE project G&O (comprising all sub
goals) and achieve the same
Self Development and 10%
Team Work
Timely closure of appraisal processes.

Timely closure of interview, G&O review, and other such
tasks assigned with out the need for reminders
Completion of UCF level as applicable
Completion of ILP within timelines
Ensure that you are trained in 3 of these trainings
atleast:
o UK/US Cross culture
o Effective Oral Communication
o Effective Written Communication
o Negotiate to Win
o Power Consulting
o Requirement Gathering, Power Consulting
o CLIP
Participation in group activities (activities to be specified)
Effective Communication with in / outside the team
Sharing ideas for more effective design/ implementation/testing
with other team members
Knowledge 20%
Management& SELF
DEVELOPMENT
• Contribution to Knet, whitepapers etc – Atleast 1

per annum
• Sharing of best practices eg: reporting formats,
SOPs in KNET
• Provide orientation to new members / other SDH’s
MIS executive

timelines
ILP
Pass UCF as per level if applicable
• Master reporting tools wherever appropriate

Optional)
As per SDH
TIS Project Coordinator –L1 Objectives 2010-11

Success
Customer Governance
All major & minor customer escalations to be logged in
the portal & Closure within 30 days
100% adherence to the process
All activities should be well documented and reusable if
required.
Escalation management
Capture number of issues and appreciation received by
customer- zero defects
Service Delivery as per SOW and SLA’s signed with customer

Daily/weekly/Monthly/Quarterly reporting in place as
per the internal/external signoff.
Project Coordination
Project Tracking ( Schedule / Cost / Effort )
Coordination with Procurement team and ensure
assets/invoices/Pos are processed on time
Risk Dashboard
Track zero SLA penalty for Wipro during the year on
account of SLA violation / milestone misses.
Establish early warning system to help mitigate potential
SLA misses/service delivery issues.
Monitor all project Milestones and forecast all project
schedule & cost over/ under runs wrt to the plan
approved by BFM. Report periodically.
Key Initiatives 10%
Service Delivery Consolidation –

Support substantial cost / effort reduction initiatives for
the account .
Look for business opportunities and updating to PM
Non-linearity/Game Changer initiatives
As per the initiatives to be rolled off subsequently from
corporate / TIS group.
Knowledge 10%
Management and
competency & self
development
Provide orientation to new members / other SDH’s MIS

executive
Complete relevant training as per level @5 days per
appraisal year / ILP
Account/SDH Specific 30%
objective ( Optional)
As Per SDH
TIS MIS Executive – L3 Objectives 2010-11

Success
Customer Governance
Ensure He/She is part of the Governance meetings and
the MOM is tracked for closure-15 days
All major & minor customer escalations to be tracked for
Closure within 30 days
Proactive tracking and reporting of risks, challenges and
delya in timelines if any
Follow communication guidelines as defined by customer
in DR, CRIT SIT situations
CSAT
Close Looping of the CSAT comments
Measured and reported every fortnight.

Suggest atleast 1 process improvement plan for every six
months on Customer service improvement
Wipro Way / Customer Centricity Initiatives implementation

Track customer centricity frame work for closure
Track key value plan with customer for closure
Manage and successfully close atleast 1 SIP per annum
Daily/weekly/Monthly/Quarterly reporting
Ramp Up / Down report
Proactive follow-up with the resourcing team for
resource on-boarding and TED team for inter BU
transfers
Highlight potential billing losses if any to the
management and track actions as appropriate
Tracking resource on-boarding
Closure of C-pro transactions
Gather information for SDR preparation
Keep a track of SOW ( renewal / annendum in case of CR
)
Billing / Invoicing as per the defined timelines
Keep the status updates on all NDA / BGV – sending
periodic updates to all stakeholders
Knowledge 20%
Management& SELF
DEVELOPMENT
• Contribution to Knet, whitepapers etc – Atleast 1

per annum
• Sharing of best practices eg: reporting formats,
SOPs in KNET
• Provide orientation to new members / other SDH’s
MIS executive

timelines
ILP
• Master reporting tools wherever appropriate

Optional)
As per SDH
TIS Administrator L3 - Objectives 2010-11
Objectives Measurement Criteria Weightage Weightage

without if account
account specific
specific objectives
objectives included
Administration
100% of the assigned admin tasks (calls / tickets/
Service request) to be completed by self or with
team efforts & planning within stipulated time.
(100% adherence)
100% SLA adheres, Ensuring the infrastructure
availability as per SLA (100% adherence)
Preparation of technical or process document as
part of escalation wherever required (# of SOP ,
EPD prepared.)
Leave planning and updation ( Not more than 5
instances of adhoc leaves in 1 year)
Problem Management
Identify repeated issues, perform root cause
analysis (RCA) & complete documentation of
problems and solutions (% or # of repeated issue
reduction/identification , # of RCA prepared , RCA
actionable closure.)
Own and maintain the Known Error Database
(KEDB) for the project. Establish process to build
KEDB. Ensure that the entire team follows; # of
KEDB element added in a month
Escalations
anything unusual immediately as per escalation
matrix and take remedial actions. (100%
Documentation , track and publish part of monthly
report.)
Respond & close technical escalation from the
team (100% Documentation , track and publish part
of monthly report.)
Preparation of technical or process document as
part of escalation wherever required (100%
Documentation , track and publish part of monthly
report.)
RISK Management
No. of risks identified and notified to the
approporiate mgrs on time
Maintain and update risk register
100% Documentation , track and publish part of
monthly report.
CSAT
Project activity report to be sent on agreed
schedule to TIS project manager & client (Accuracy
and timeliness)
highlighted by customer (Within 30 days or as
agreed with the leads/mgrs)
Adhere to established customer processes (100%
adherence)
Contribute to achieve higher CSAT, Contributions
to initiatives taken to deliver ideas and values
beyond customer expectations. (2 every 6
months through SIPs or lean projects)
Innovation and Mission 20% 10%

Quality
• 100% adherence to various customer process like
Change Management, NDA, security policies, ITIL
(Document , track and publish part of monthly
report.)
• Participates in risk assessments to periodically re-
evaluate sensitivity of the system, risks, and
mitigation strategies. (Document , track and
publish part of monthly report.)
• Identify SIP, lean projects and execute 1 / quarter.
(Document , track and publish part of monthly
report.)
• Maintain proper handshake between onsite &
offshore team (100% adherence to shift handover)
• Deliver Project Reports on time
Knowledge 20% 10%

Management and
competency & self
development
• Sharing knowledge with all other team members
• Get cross skilled on related technologies.
• Create & share the SOPs , Best Practice document,
check list
• Be part of Practice virtual SME group. Handle at
least 1 escalation / quarter from Practice
community
• Support TIS practice and delivery managers for new
business opportunities and contribute to RFI/RFP if
required.
• Complete all appraisals on time ( if applicable)
• Provide orientation to new team members
• Identify business opportunites and give feedback to
managers.
• Project highlights/achievements to be sent monthly
to Practice Heads
• Identify the technology need from the customer
perspective and suggest appropriately with inputs
from practice
• Mandatory of 5 days of training
• Pass UCF tests wherever applicable
• Complete relevant certification
ACCOUNT SPECIFIC • 0% 40%

OBJECTIVES
(optional)
TIS SI Engineer L2 – Objectives 2010 -11

needed. – As per SLA defined in the SOW
Should be part of atleast one POC –atleast 1 every 6
months
KNET (TWO in a year).
Follow the implementation of Engineering Lifecycle
Model best practices and calculation of ELC metrics for all
projects consistently and contribute recommended
changes to the model based on experience.( 80%)
Technology Focus and 25%
Skill Enhancement

right" objective
independently as per set process
Sign off with an SME and be part of atleast one Non
linearity and ONE Service Improvement program
(Automation/Scripts) before end of Q2 and achieve the
same before end of Q4 that can bring about a business
benefit to Wipro
Process Compliance
• Contribute to ensure that the overall Project CSAT's for

• Be responsible for ensuring deliverability of the project
meetings
• Be billed atleast 90% of your time over the year and
• Quality of interaction with customer (e-mail content,
business etiquette etc)
Project Delivery 30%

goals) and achieve the same Participation in group
activities (activities to be specified based on the project)
Having calendarised 1 * 1 with team members and follow
up on actions
Sharing ideas for more effective design/
implementation/testing with other team members.

attending webinars, and
Timely closure of interview, G&O review, and other such
tasks assigned with out the need for reminders
Completion of UCF level as applicable
Completion of ILP and trainings as applicable to role
within timelines
atleast:
o UK/US Cross culture
o Effective Oral Communication
o Effective Written Communication
o Negotiate to Win
o Power Consulting
o Requirement Gathering, Power Consulting
o CLIP
TIS Technical Lead L1 - Objectives 2010-11

Service Delivery 25%
Administration
100% of the assigned Admin tasks ( calls / tickets/ Service
request) to be completed
100% SLA to be adhered as per agreed SOW
Analyze logs and proactively identify potential issues
Installing and configuring new hardware and software as
required.
Implement Automations using scripting platforms.
Responsible for daily administration
Respond & close technical escalation from Level 1 team
Problem Management / Project work
Close problems by troubleshooting, perform root cause
analysis (RCA), complete documentation of problems and
solutions in known error database (KEDB) and to be part
of tech review team & change advisory board member.
Do trend analysis and improve proactively the service
levels (ex No Repeated incidence/ Mistakes, Reduce
escalations etc). No. of repeat tickets to decrease by 10%
per month. Proactively educate and train end
users/customers/team members to avoid mistakes and
reduce tickets
Apply approved operating system updates, patches, and
configuration changes for problem resolutions
Taking active role in internal and external IT audit
Zero customer complaints

Contribute to improve team’s annual CSAT rating
All the calls, trouble tickets, Service request & project
work to be updated in call tracking ticket
Report to be sent on agreed schedule for TIS project
manager & client
Appropriate, timely, unambiguous communication verbal
& written) and providing unambiguous status in all
communications
Quality
• Compliance to norms of various process quality scores

(voice and transactions) to ensure effective service
delivery
• 100% adherence to ITIL Processes or Customer Specific
process
• Rework on any task should be < 3%
• Come up with at least 2 best practices per 6 months,
share within the team & implement
• Perform routine audits of systems and software. Any non
compliance should be brought to supervisor notice
immediately
• Maintain proper handshake between onsite & offshore
team
• Fill / update all the shift handover documents
Knowledge 25%
Management
Operational excellence,
Competency &
SelfDevelopment
• Learn at least one new technology (per half yearly) area

relevant to project. The knowledge acquired in the
process should be shared within the team in a
structured/ formal way.
• Contribution to Tower activities like interviews ,UCF ,
Audits
• Create & share the SOPs , Best Practice document, check
list with Practice community
• At least 2 contributions of utilities / tools developed in
the project (non customer IP) / best practices into Knet &
Practice
• Provide orientation & Technical assistance to new team
members
• Update Project documents on regular basis
• Assist supervisor to handle any customer escalations
pertaining to server administration
• Virtual SME & Tech panel for delivery team and tower,
deliver internal trainings for the team
• Flexibility for team common goals and supporting crit-sits
• Plan induction for new joinees in the team
• Pass UCF or FMP and PMA as applicable to the role
People Process 15%
• Online MYPP submission and tracking for closures, every

month
• People Pulse submission every month
• Ensure Timesheet submission for self and team – 100%
• Ensure G&O and appraisal completion of self and team
within timelines
• Adherence to CHM parameters
TIS Operation Lead – L1 Objectives 2010-11
Administration
100% SLA to be adhered, Ensuring the infrastructure
availability as per SLA
Preparation of process document as part of escalation
wherever required
Leave planning and updating of team and self
Problem Management
Identify repeated issues, perform operations based root
cause analysis (RCA) & complete documentation of
problems and solutions
Escalations
Preparation of process document as part of escalation
wherever required
RISK Management
No. of risks identified and notified to the appropriate
mgrs on time
Maintain and update risk register
Project activity report to be sent on agreed schedule to

project manager & client
Contribute to achieve higher CSAT, Contributions to
initiatives taken to deliver ideas and values beyond
customer expectations.
Quality
Customer Governance
100% adherence to various customer process like Change

Management, NDA, security policies, ITIL
RISK Management
Participates in risk assessments to periodically re-
evaluate sensitivity of the system, risks, and mitigation
strategies
Quality
Identify SIP, lean projects and execute 1 / quarter
Maintain proper handshake between onsite & offshore
team
Reporting
Knowledge Management and competency development 15%
• Sharing knowledge with all other team members ,number

of trainings conducted for the team
• Get cross skilled on related domain areas
• Create & share the SOPs , Best Practice document, check
list
• Plan induction for new team members
• Identify business opportunities and give feedback to
managers.
• Project highlights/achievements to be sent monthly to
Practice Heads
• Mandatory of 5 days of training
• Clear UCF tests wherever applicable
• Complete relevant certification like FMP, PMA-1 and 2
People Processes 20%
MYPP – Regularised 1 * 1 interaction with team members

Ensure communication of information/ org changes and
new processes to the team
People Pulse – monthly/ quarterly updater on TAR cases
in the project
Tracking of action items against the TAR cases
Timesheet – timesheet to be duly filled and updated for
self and team – 100% adherence
Adherence to CHM parameters
Attrition to be below 15%(annualized) for the team
TIS Lead Administrator L1 – Objectives 2010-11

Service Delivery 30 %
Administration 100% of the assigned admin tasks (calls / tickets/ Service
request) to be completed by self or with team efforts & planning
within stipulated time.
100% SLA to be adhered, Ensuring the infrastructure availability
as per SLA.
Responsible for advance administrations ( Ex High Availability,
load balancer setup
Preparation of technical or process document as part of
escalation wherever required
Problem Management Identify repeated issues, perform root cause analysis (RCA) &
complete documentation of problems and solutions
Do trend analysis and improve proactively the service levels
Analyze proactively new releases of S/Ws updates & patches to
resolve known problems and bring it to the notice of supervisor
/ customer and implement upon formal approval
Own and maintain the Known Error Database (KEDB) for the
project
Escalations Escalate any non-compliance of the processes and anything
unusual immediately as per escalation matrix and take remedial
actions.
Respond & close technical escalation from the team
Project activity report to be sent on agreed schedule to project
manager & client
Timely action on any concerns and improvements highlighted by
customer
Being sensitive and display professionalism while interacting
with customer
Be aware and sensitive to cultural differences while interacting
with customer.
Contribute to achieve higher CSAT, Contributions to initiatives
taken to deliver ideas and values beyond customer expectations.
Innovation and Mission Quality 10%
Come up with at least 2 best practices(every 6 months),
share within the team & implement
Maintain proper handshake between onsite & offshore team
Knowledge Management Operational excellence, Competency and Self Development 25 %
Sharing knowledge with all other team members
Contribution to K net, whitepapers etc- atleast 2 in a year
Get cross skilled on related technologies.- atleast 1
technology per half yearly
Create & share the SOPs , Best Practice document, check list
Contribution to competency group activities like interviews
,UCF , Audits
Be part of Practice virtual SME group.
Conduct Technical seminars/Webinars/Trainings
Provide orientation to new team members and mentor the
new joinee and junior administrators
Identify SIP or lean projects and execute 2 / per annum
Identify business opportunities and give feedback to
managers.
Completion of FMP/PMA / ITIL/UCF as applicable
ILP completion and training @5 days per year as per role
People process 10%
• Online MYPP submission and tracking for closures, every
month
• People Pulse submission every month
• Ensure Timesheet submission for self and team – 100%
• Ensure G&O and appraisal completion of self and team
within timelines
• Adherence to CHM parameters
Technology Competency Manager L1 G&O 2010-2011

Tower Manager L1 and L2 would differ in the span of competency group
L1 would manage a tower with 150-250 people; L2 tower manager would manage a tower >250 people
Objective Details Measurement Criteria Weightage

Competency •Ensuring tower UCF Pass % to be atleast 90 30%
Development •Foresee the market growth and build the talent pool.
Skill enhancement • Organizing Vendor refresh programs and New products sessions.
( Market updates, • Building and Maintaining rapport with Technology
Vendor alliance partners/vendors for market / industry updates.
programs, New •Analyze the RFP trend / deal funnel and proactively cross train /
product trainings skill upgrade of the internal resources
) •Skill level Definitions for all technology
Project Specific •Training framework/course content for all trainings under
Trainings Competency group
•Keep abreast of the latest technologies/versions/trends, build
training modules and deliver internal trainings( either on your own
or through the tower SME or SME from Delivery) – Number per
quarter to be signed off with the Competency Head
• Develop project specific trainings.
• Update TISA about new training requirements
• Support COE initiative for competency group
• UCF – Design for the technology group ,Question bank , Syllabus ,
K-chats , clinic sessions, Mentoring, coaching report reviews
Operational Develop SOP and Maintaining availability of SOP/KEDB/EPD/SMTD 20%
Excellence at Tower portal with regular updates.
Provide technical help for Service Improvement Plans and replicate
as applicable
Collate KPI data from managed services accounts and provide
Standard Operating suggestions/improvements
Procedures and Gap analysis between SOW deliverables and being delivered
Documentations. K-net contribution – knowledge documents review, upload and
maintain
Technical • Account Audit – Data gathering & analysis on technology,
Excellence process, and people. Recommend improvement plans- Atleast 1 in
Automation every six months of a given appraisal year
Alignment to Best •Automation – Identify automation scope and propose solutions.
Practices (both • Maintain repository of technology best practices and replicate
common and across accounts as applicable
account level) • Build and mentor Virtual SME group to support Technical
queries, escalations and technical discussions and interviews
• Supporting technical escalations from different accounts
• Support NLI initiatives in terms of technology, tools ,scripts
review, recommendations 20%
People Engagement • Maintaining regular connect with Competency tower team 20%
Delivery Connect members. ( By location visits, T-Con, Open house sessions etc
• Discussing with Tower resources and chalking out the career
Resources' Career roadmaps. Addressing people issues/concerns.
roadmap • Identify critical resources across tower and keep track of growth
path
New strategies • Participating in strategic meetings with senior management and
rollouts working with teams and delivering within agreed timelines.
• Attrition management - Discussing with employees and
Attrition actionable items for retention
Management • Closing appraisals on time.
Self Development • Analyze industry trends and to be keep up to date with 10%
upcoming technology in respective technology
Technology Completion of relevant certification ( as applicable to role)
Attend leadership, business acumen, time management, Financial
Leadership Qualities Mgt and strategy related trainings- at least 3 per appraisal year
Customer Measure & 10%
Brand Management
Value addition to the business through knowledge

repositories, productivity measures
CSAT score of 4.2, with no score less than 3.5
Build and sustain strategic relationship with Enablement
team ( field Force and onshore practice folks)
Collaborate with partners to achieve business results
The Wipro “Brand” must be protected as per policy

guidelines
Use of standard templates and process, with the
appropriate logos for anything that is associated or
driven by Wipro. This includes presentations, R&D, white
papers, etc
TIS Architect L1 - Objectives 2010-11

Be part of atleast two POC (100%) per annum
KNET (TWO)
Work on RFC response and proposals with accuracy in
design and effort estimates with timely closure. Contact
SME's for RFP allocation (Atleast 2 RFC or Proposals)
Model best practices and calculation of ELC metrics for
all projects consistently and contribute recommended
changes to the model based on experience. (90%)
(100%)
Skill Enhancement
that of current identified expertise (Identify and sign off
on the area of expertise before Q2)
Ensure that you are trained in 3 of these trainings :
1. UK/US Cross culture
2. Effective Oral Communication
3. Effective Written Communication
4. Negotiate to Win
5. Power Consulting
6. Requirement Gathering, Power Consulting
7. CLIP
Ensure that the solution provided achieves the "First
Time right" objective(HLD, LLD reviw, track
implementation )(90%) and is done independently 75%
of the time
benefit to Wipro (One Non Linearity and one
Automation initiative)
attending webinars
Process Compliance
which he/she is responsible is above 6.2/7 (100%)
from the time the same is assigned to you.
Completeness of Deliverables. Participate in internal
weekly reviews meetings. (100%)
make efforts towards meeting this target. (100%)
People Management 10%

Online MYPP submission and tracking for closures, every
month
People Pulse submission every month
Ensure Timesheet submission for self and team – 100%
Ensure G&O and appraisal completion of self and team
within timelines
goals) and achieve the same (100%)
attending webinars, and
goals) and achieve the same (100%)
(90%
TIS Consultant L1 – Objectives 2010-11

needed.
attending webinars, and being being part of atleast two
POC per annum
KNET. TWO.
SME's for RFP allocation. Atleast 2 RFC or Proposals.
changes to the model based on experience.
Skill Enhancement
Technical Certification in area of expertise
that of current identified expertise
atleast:
1 UK/US Cross culture
2 Effective Oral Communication
3 Effective Written Communication
4 Negotiate to Win
5 Power Consulting
6 Requirement Gathering, Power Consulting
7 CLIP
right" objective
independently
benefit to Wipro
Process Compliance
meetings
changes to the model based on experience.
People management & 15%

Team work
Use of Encore framework for recognition
month
within timelines and without reminders
Quality inputs for various appraisal processes.

Architect L 3 – G&O 2010-2011

Objective Detail Description Measurement Criteria
Tower Contribution - 10%
Making best use of available time & resources attending webinars, and leading atleast one POC in 100%
new technology adaption
Comprehensive and original article to be approved by SME in tower, published in Newsletter first Three
and then in KNET
Work/contribute on RFC response and proposals with accuracy in design and effort estimates Atleast 3 RFC or
with timely closure. Proposals
As a Lead Architect , s/he is expected to attend technology forums or lead technology forums ,
create or review white papers .
Follow the implementation of Engineering Lifecycle Model best practices and calculation of ELC 75%
metrics for all projects consistently and contribute recommended changes to the model based on
experience. The candidate will also be responsible for modifying and creating new engineering life
cycles on technologies.
Should provide non-linear solutions in TIS deliveries with concepts like Shared Services Model ,
GCC , Flex etc
Review HLD,LDD documents of other projects as and when request by Consultant/PM 75%
Technology – 20%
Identify and sign off on
Gain at least L2 level competency in an area apart from that of current identified expertise the area of expertise
Goals and Objective Templates
TIS Operations Manager L1

Objective Measurement Weight
Quality and Customer Success 20%

Implementation Performance score card to be covered in all Accounts & Projects,
of Performance Managed Service & Staff Aug.
Scorecard Governance meetings as per the plan. Formal presentations &
Customer Minutes to be maintained.
Governance Forecast in advance the potential Customer Issues and work out
Escalation plans, involve Senior Management to resolve the issue.
management All major & minor customer escalations to be logged in the portal
& Closure within 30 days
100% adherence to customer's process, change request process,
naming standards, Quality of implementation - 0% rework.
Readability and quality of documentation.
Service Delivery as Daily/weekly/Monthly/Quarterly reporting in place as per the
per SOW and SLA’s internal/external signoff.
signed with SLA compliance >95% or as committed by SOW or agreement.
customer Delivery of SOW – 100% adherence to the SOW commitments
including the implied commitments which may not be mentioned
explicitly.
Enhance Defined & Measurable Value addition to the project/ deliverables
organizational as agreed with customer Quarter on Quarter.
capabilities to drive Ticket Productivity -at Individual analyst level L1, L2 to improve by
higher people 10% on baseline(to be verified by SQA)
productivity Incident Volume reduction on baseline by 5%-result in decrease in
headcount for like to like scope of services
100% transition of CAT A projects with Process & product

Quality Ownership
Transition of projects Follow the TIS Transition process for all the new large projects
Baseline Deliverable Quality issues on the basis of Resource
Quality – Ensure 100% issue closure
Baseline Customer escalations due to Resource Quality– Ensure
100% issue closure
Risk Dashboard Establish & implement risk mitigation framework for all major
projects > 1 MN run rate.
Assess, Prioritize top Risks and report on Quarterly basis. Drive
mitigation for top 3-5 Risks and review progress on dashboards
Establish and Ensure zero SLA penalty for Wipro during the year on account of
implement a system SLA violation / milestone misses.
for risk mitigation on Establish early warning system to help mitigate potential SLA
account of project misses/service delivery issues.
overrun in excess of Risk Dashboards to be discussed with customer & Wipro
$1m, Customer Leadership in a Quarter.
Develop , measure and monitor all project Milestones and forecast
attrition, Acquisitions,
all project schedule & cost over/ under runs wrt to the plan
BCP, DRP approved by BFM. Report periodically.
DR-BCP plans to be finalized for all projects and discussed with
Customer, Employees and all stake holders. Review every Quarter
with Stake Holders.
Adhere to all physical & electronics security compliance
requirements and make sure all the team members are aware of
the same. Compliance violations are reported appropriately to
customers and stake holders. No major or minor escalations.
Key Initiatives 20%
Service Delivery Develop & Implement plans to consolidate projects within the
Consolidation - FPP account by consolidating / cross-skilling if required.
Support substantial cost / effort reduction initiatives for the
Non-linearity/Game account .
Changer initiatives Look for business opportunities and updating to the appropriate
stake holders
Adhere to the initiatives rolled out from corporate / Sr mgt.
People Process 20%

Overall attrition Plan succession planning and career development for Team Leads
<15% and Address of Areas of Concern from Employees promptly and close.
retention of
critical talent <5% Drive attendance at least 80% on an average for those working >=
Improvement in 9.5hrs for all divisions
Employee Extending possible help in placement of candidates like screening,
Satisfaction interview etc.
Scores. Online MYPP submission and tracking for closures, every month
Building up strong People Pulse submission every month
work culture , Ensure Timesheet submission for self and team – 100%
ethics as reflected Ensure G&O and appraisal completion of self and team within
by workplace timelines
discipline/complia Adherence to CHM parameters
nce & attendance
Financial 10%
Business and projects tracking and billing on a monthly basis. No
billing Loss. Plan in advance, Stick to the head Count as per the
BFM approved costing plan. All unbilled resources/ Buffer should
be approved by SDH in advance including the personnel inducted
for Rotation purposes. Adhere to Support Head Count / Overrun
Headcount as approved by BFM for all projects.
Track change requests and ensure ARC/RRC/ base-lining done as
per the contract for both customer and partner
Support to the Sales & practice team as required in the designated
accounts for new opportunities
All new hires and Rookie to be billed within 2 and 6-8 weeks of
induction respectively
Self Development Completion of relevant certification ( as applicable to role) 10%
Attend leadership, business acumen, time management, Financial
Mgt and strategy related trainings- at least 3 per appraisal year
TIS Lead Administrator L 2 G&O 2010-2011

Service Delivery 30 %
Administration Ensure100% SLA adherence of junior administrators
100% SLA to be adhered, Ensuring the infrastructure availability
as per SLA Responsible for advance administrations
Single point of escalation for all technical issues in the account
preparation of technical or process document as part of
escalation wherever required – 100% adherence
Proactively get involved in proposing advanced technical
solutions like consolidation, virtualisation, sustainability –
Atleast 1 in a year
Problem Management Identify repeated issues, perform root cause analysis (RCA) &
complete documentation of problems and solutions – 70-80% of
the repeated issues to be brought under scope
Identify potential areas of CRs through effective problem
analysis and thereby suggesting SIPs or cost optimisation
modules - Atleast 2 in a year
Do trend analysis and improve proactively the service levels and
productivity of the team – Improve productivity by 10%
Analyze proactively new releases of S/Ws updates & patches to
resolve known problems and bring it to the notice of customer
and implement upon formal approval
Own and maintain the Known Error Database (KEDB) for the
project
Escalations Escalate any non-compliance of the processes and anything
unusual immediately as per escalation matrix and take remedial
actions.

CSAT Project activity report to be sent on agreed schedule to TIS
project manager & client
Timely action on any concerns and improvements highlighted by
customer
Aware and sensitive to cultural differences while interacting
with customer.
Contribute to achieve higher CSAT, Contributions to initiatives
taken to deliver ideas and values beyond customer expectations.

Quality
Ensure the team or self contributes to at least 3 best

practices
Knowledge 10%
Management
Responsible for any Disaster recovery, BCP, risk mitigation
Sharing knowledge with all other team members – Atleast 1
in every quarter
Contribution to K net, whitepapers etc- Atleast 2 per appraisal
year
Get cross skilled on technologies related to the project –
Atleast 2 per appraisal year
Create & share the SOPs , Best Practice document, check list
Contribution to competency group activities like interviews
,UCF , Audits
Be part of Practice virtual SME group. Handle at least 1
escalation / quarter from Practice community
Support TIS practice and delivery managers for new business
opportunities and contribute to RFI/RFP if required.
Provide orientation to new team members and mentor the
new joinee and junior administrators
Ensure proper co-ordination & handshake between onsite &
offshore team

Completion of relevant certification ( as applicable to
role)
Attend leadership, business acumen, time management,
Financial Mgt and strategy related trainings- at least 3
per appraisal year
People Process 15%
Address of Areas of Concern from Employees promptly and
close.
Drive attendance at least 80% on an average for those

working >= 9.5hrs for all divisions
Extending possible help in placement of candidates like
screening, interview etc.
month
Ensure G&O and appraisal completion of self and team within
timelines
Ensure Attrition rate is within 15%(annualized) through the
appraisal year
Project Service Delivery Manager (equivalent to PM) L1 – Objectives 2010-11

Quality / Process 20%
Adherence
Overall Project Management Framework Adherence
Business Form and sign-off from Sales
PID sign-off from customer within 3 weeks of project
Start
UAT Sign-off before start of Execution Phase
Project Hand-over procedure sign-off with customer /
related stack holders within 4 weeks from project start.
Project Plan and MPP Sign-off with customer including
customer and other party tasks within 2 weeks (Less than
3 months project) / 4 weeks (More than 3 months
project) of Project kick-off
Preparing Risk Management Plan immediately after
internal project kick-off and weekly updation.
Weekly Project Report including all parameters in PM
Framework Weekly Report
Weekly Project Review witch customer and circulating
Weekly Review Report as per PM Frame Work
Maintenance of project issue log (Common between
customer PM & Wipro PM)
Setting up Steering Committee meeting every Month
2 customer feedbacks - one mid term and one at the end
of the Project(if duration >1 year)
Adherence to Change Management process of PM
Framework and sign-off of any CR from customer /
related stack holders before start of work on CR
Re-baseline changes due to CR / Delay in project and
sign-off from customer / related stack holders before
tasks starts
PMR and PDMR frequencey to be agreed with SDH and
publish PMR & PDMR as per defined frequency
Preparing Project Closure Report at the end of Project
Delivery & Customer 40%
Centricity
Resource mobilization / Driving Resourcing / Tracking
Resourcing to get the Resources on the Project
Effort & schedule Compliance to the agreed plan
Cost Compliance and overall project profitibility to the
agreed plan
(In cases where the overrun is unavoidable, steps taken
to reduce the overrun and the extent of control exhibited
on financial exposure; steps taken to arrest the project
effort / schedule overruns in future projects)
Effective Planning and Risk Management for all Projects
under PS. Compliance to following documentation:
o Project Pre-requisite / Project requirement
document to customer before start of Project.
o Project kick-off presentation at the start of
project
o Defining clear Acceptance criteria at the start of
Project and sign-off of the acceptance template
at the start.
o Clear migration procedure, roll back procedures
and Pilot status report (If Project includes Pilot)
Defining Deliverable Quality with customer at the
planning phase and ensuring quality of deliverable as per
Plan. No customer complaints from customer for quality
of deliverables
Achieve C-Sat ratings of >= 6.7 for all T & M / FPP
Projects.
Ensuring that customer can become a reference
customer for Wipro and further business from the same
customer. Project Managers report with customer
management.
20%
People Process
•Address of Areas of Concern from Employees promptly and
close.
•Drive attendance at least 80% on an average for those working

>= 9.5hrs for all divisions
•Extending possible help in placement of candidates like

screening, interview etc.
•Online MYPP submission and tracking for closures, every month
•People Pulse submission every month
•Ensure Timesheet submission for self and team – 100%
•Ensure G&O and appraisal completion of self and team within

timelines
•Adherence to CHM parameters

•Ensure Attrition rate is within 15%(annualized) through the
appraisal year
Technology & Business 10%

Focus
Induction and usage of latest tools
Ensure team participation in Technical paper
presentations in internal/external forums, writing
technical articles ( specify number – self ( if applicable) &
team)
Achieving Service Excellence skills in at least one area of
Service Delivery
Ensuring PAS creation for his / her project and control of
resource allocation administration to the Project
Ensuring his own as well as team member billability
Ensuring correct billing happens to customer / Vertical
for the project
Milestone & CR Billing record maintenance and reporting
back to Practice / SDH for done billing and projected
billing
KM initiatives & Self 10%

Development
Ensuring project learning gets entered into KM database
Suggesting for Process improvements
Contribution to the Engineering life Cycle models
Generation and Usage of reusable components
Completion of relevant certification ( as applicable to
role)
Financial Mgt and strategy related trainings- at least 3 per
appraisal year
TIS Architect L2 - Objectives 2010-11

Making best use of available time & resources attending
webinars, and being being part of atleast one POC
(100%)
KNET (Three per appraisal year )
SME's for RFP allocation (Atleast 3 RFC or Proposals per
appraisal year)
Review HLD,LDD documents of other projects as and
when request by Consultant/PM (85%)
Skill Enhancement
Gain at least L3+ level competency in an area apart from
on the area of expertise) within the appraisal year
atleast:
1. Negotiate to Win
2. Power Consulting
3. Requirement Gathering
4. CLIP (100%)
5. ACCELERATE
6. ACE
7. WLP
8. business acumen,
9. time management,
10. Financial Mgt and
11. strategy related trainings
implementation ) (90%)
Sign off with an SME and be part of atleast two Non
linearity and two Service Improvement program
People Process and Self 20%
Development
month
within timelines
Ensure attrition rate within 15%
Completion of relevant certification ( as applicable to role)
Project Delivery, Process 40%
Compliance & Customer
Focus
• For each individual project where you participate as a
which he/she is responsible is above 6.7/7. (100%)
weekly reviews meetings (100%)
TIS Consultant L2 – Objectives 2010-11

Making best use of available time & resources attending
webinars, and being being part of atleast one POC
(100%)
KNET (Three per appraisal year )
SME's for RFP allocation (Atleast 3 RFC or Proposals per
appraisal year)
Review HLD,LDD documents of other projects as and
when request by Consultant/PM (85%)
Skill Enhancement
Gain at least L3+ level competency in an area apart from
on the area of expertise) within the appraisal year
atleast:
12. Negotiate to Win
13. Power Consulting
15. CLIP (100%)
16. ACCELERATE
17. ACE
18. WLP
19. business acumen,
20. time management,
implementation ) (90%)
Sign off with an SME and be part of atleast two Non
linearity and two Service Improvement program
People Process and Self 20%
Development
month
within timelines
Ensure attrition rate within 15%
Project Delivery, Process 40%
Compliance & Customer
Focus
• For each individual project where you participate as a
which he/she is responsible is above 6.7/7. (100%)
weekly reviews meetings (100%)
Alliance Manager L1 – Objectives 2010-11

Alliance 30%
Management
Work towards Wipro being a managed partner and TOP x SI
partners worldwide.
Develop strategy for joint engagement in all scorecard accounts
in the geo's as measured by a joint action list for each account
Work on atleast three or more identified initiatives as the
Growth Engine for TIS on Alliance specific areas.
Create a Performance Service Plan (PSP)or a scorecard for all
these three initiatives, Report monthly plan and progress on all
the PSP's.
Work on development of all new market initiatives which are
relevant to the alliance
Market Penetration 30%
Build the market thru the enhancement of TIS offerings in
conjunction with the Alliance Partner.
Ideate the right Solutions/Services aligned to market
requirements.
Organize Customer specific events/ workshops, and participate
in Industry specific Forums; drive market penetration thru
analysts;
Create and launch new services in line with the TIS procedure for
starting new services;
Work with business development managers and practitioners to
identify accounts to be penetrated;
Conduct workshops and co-chair events with Alliance Partner
Sales Support 15%
New Bids: Support TIS practices in
• Partner selection
• Price and T&C negotiations
• Contracting
Best Practices
SOW Checklist Updated version
Partner Pricing Template for new bids
Transition Checklist for partner engagements
Alliance Strategy
Develop Wipro - Partner Engagement Case Studies
Delivery Support 15%

Governance Establish governance framework: account wise and overall
Escalation Support partner wise
Partner offerings and Identify partners for new Geos/New offerings & Back-up
location wise plans and partners
backup Establish an escalation matrix and mechanism to resolve critical
incidents and ensure proper support is available all through an
priority incident.
Leadership Qualities Enhance leadership Qualities
Enhance business functional skills
Financial Mgt and strategy related trainings- at least 3 per
appraisal year
TIS Practice Head - Objectives 2010-11

Quality and Innovation 10%
Initiate Quality (e.g. Six Sigma/Lean) initiatives within
Practices to bring in productivity/maturity.
Participation in the projects/themes initiated by delivery
and other functions as required
Practice Strategy, 25%

Maturity and Market
Practice Strategy, Maturity and Market: Update practice
strategy to cover the current services portfolio and plans
for the next 12-18 months.
Practice Roadmap and execution plans for all the sub
practices and functions handled.
Portfolio Expansion (Identify new areas )
Differentiators for the Practice.
Transformation Themes
Partner/Alliances for addressing gaps in services
Tools Strategy
Inclusions and Exclusions
Support and help required from other TIS functions
Industry and competition updates. Create and sustain
differentiators. Share, review and implement best
practices in the respective industries to be ahead of the
competition and industry.
Presales and 25%
opportunity
management
Work closely with the client solution and practice
managers
Establish Y-Y productivity Levers for each bid with clear
and measurable benefits tied to the financials, technical
and business case.
Responsible for leading and managing all bids. Quality of
content, deliverability of the solution and timeliness of
response are the key criteria. Solutions/Services aligned
to Customer requirements. High Quality solution
responses with customized solutions. Cost effective &
Winnable solutions with right information without Gaps.
Own Pre-sales activities for Practice; to ensure
representation and participation in customer meetings,
workshops, conduct due diligence, solution walkthrough,
etc.
Building, update and 25%

sustain practice
documents and
engagements ( Practice
development )
Sales Supporting Activities
Develop Service Catalogue (with industry standard

definitions and standards SLAs)
Prepare RUC - standard content for RFI / RFP response
and standard processes
Constantly update and maintain Sales Tools - capability
statement, presentations, while papers, case studies, etc.
First set of update by
Market Updates/ Webinars/ Mailers/Whitepapers to the
field
Domain Knowledge and Best Practice
Brainstorm sessions on regular basis
Interlock with Tower
Publish News letter
People Management 10%

and engagement
G&O completion and appraisal for self and team to be
completed within timelines
Attrition Management – Meeting resignation cases,
proactive tracking of actionables in TAR cases,
Calendarised 1 * 1 with team
Attriton for team in TIS <15 % vol and Bin 1 <5 %
Identification of non performing team members
Succession planning Second line leadership grooming
plan for all Leads
Technical guidance to the team
Skill development – Learn at least one new skill.
Mandatory presentation skills development for the team.
Rewards & recognition – use of Encore Framework for
Recognition
Progression inputs for Practice candidates – tracking
critical cases and reversal commitments
Adherance to TED processes WLQ, SKIP etc
Timely feedback on Progression/ MSI to team
Customer Measure & 10%
Brand Management
Value addition to the business through knowledge

repositories, productivity measures
CSAT score of 4.2, with no score less than 3.5
Build and sustain strategic relationship with Enablement
team ( field Force and onshore practice folks)
Collaborate with partners to achieve business results
The Wipro “Brand” must be protected as per policy

guidelines
Use of standard templates and process, with the
appropriate logos for anything that is associated or
driven by Wipro. This includes presentations, R&D, white
papers, etc
TIS Tower Head L1- Objectives 2010-11

Competency 25%
Development
Identify the current competency levels and analyze the
relevant gap between competency required to deliver a
service and actual competence available.
Baseline of competency levels for the Competency Group
and plan for cross skill of resources across multiple
platforms to increase productivity and efficiency levels
Foresee the market growth and identify the competency
areas and build the talent pool.
Analyze the RFP trend / deal funnel and proactively
cross train / skill upgrade of the internal resources
Training framework/course content for all trainings
under Competency group
Develop project specific trainings.
Update TISA about new training requirements
Support COE initiative for competency group
UCF – Design for the technology group , Question bank ,
Syllabus , K-chats , clinic sessions, Mentoring, coaching
report reviews
Ensure UCF pass % atleast 90 for the towers handled
Competency 20%
Enablement
Plan and build the COE to drive all competency
enablement program .
CoE to be equipped to deliver self enablement trainings,
solution simulations and self learning capabilities
including hands on experience.
Enable universal access to these CoE both within Wipro
and outside Wipro backbone.
Design enhanced Elite enablement programs for all
technology clusters and deliver the trainings
Develop SOP and maintaining availability of
SOP/KEDB/EPD/SMTD at Tower portal with regular
updates.
Provide technical help for Service Improvement Plans and
replicate as applicable
Collate KPI data from managed services accounts and
provide suggestions/improvements
Gap analysis between SOW deliverables and being
delivered
K-net contribution – knowledge documents review,
upload and maintain
Account Audit – Data gathering & analysis on technology,
process, and people. Recommend improvement plans
Automation – Identify automation scope and propose
solutions.
Maintain repository of technology best practices and
replicate across accounts as applicable
Build and mentor Virtual SME group to support Technical
queries, escalations and technical discussions and
interviews
Supporting technical escalations from different accounts
Support NLI initiatives in terms of technology, tools ,
scripts review, recommendations
People Engagement 15%

Maintaining regular connect with Competency tower
team members. ( By location visits, T-Con, Open house
sessions etc ) Discussing with Tower resources and
chalking out the career roadmaps. Addressing people
issues/concerns.
Identify critical resources across tower and keep track of
growth path
Participating in strategic meetings with senior
management and working with teams and delivering
within agreed timelines.
Attrition management - Discussing with employees and
actionable items for retention
Closing appraisals on time.
Analyze industry trends and to be keep up to date with

upcoming technology in respective technology
Enhance leadership Qualities( Attend WLP, BLP if not
already done)
Consultant L 3 G&O ( 2010-2011)
Description Detail Description Measurement Criteria

Tower Contribution -10%
Responsible as Editor for releasing Newsletter One issue
Work with SME in recruitment and get ICP certified As needed
Actively contribute to training and guiding new joinees. Qualitative
Act as the Subject Matter Expert in the areas agreed with the supervisor and contribute to all Qualitative
the tower building initiatives
Register in KNET for solving technical queries
Responsible for ensuring proposals are accurately sized
Involve in project kick off, reviews, workshops and also final presentations
Handle customer and other escalations related your area of expertise
Work with tower SME in setting up a technical partner interface and ensure that trainings, ONE partner
knowledge sharing, seminars are organized through this vendor
Work with tower SME in setting up and maintaining a COE (including hardware, software and One COE
simulators) in an area of expertise
Work with practices and validate RFP response and proposals for accuracy in design & effort Qualitative
estimates with timely closure
Responsible for ensuring the tower resource movements and billability information as per 100%
corrrect LOB are clean with no mistakes for projects where responsibility is assigned.
Contribute and popularize the tower portal and increase usage of the same by tower members Qualitative
Technology Focus and Skill Enhancement-20%
Comprehensive and original article to be published in Newsletter first and then in KNET Two
Ensure that you are trained in 3 of these trainings atleast: 100%
1. Negotiate to Win
2. Power Consulting
4. CLIP (100%)
5. ACCELERATE
6. ACE
7. WLP
8. business acumen,
9. time management,
Ensure that you give 2 technical seminars or trainings in a year for the entire consulting team 100%
Attain Quality/TOGAF/Architect level Certification ONE
Ensure that the solution provided achieve the "First Time right" objective 90%
·Sign off and own atleast one Non linearity and ONE Service Improvement program One Non Linearity and
(Automation/Scripts) before end of Q2 and achieve the same before end of Q4 that can bring one Automation
about a business benefit to Wipro initiative
Customer Focus and Process Compliance-25%
Contribute to ensure that the overall Project CSAT’s for which he/she is responsible is above 80%
6.2/7.
Ensure the case build up of reference customers and help in pre-sales process 1 reference customers
by Q4
· Drive the implementation of Engineering Lifecycle Model best practices and calculation of ELC 75%
experience.
Be responsible for ensuring deliverability of the project from the time the same is assigned to you. 100%
Participate in reviews, project kickoffs, weekly meetings, critical customer workshops, business
case development in each major project. Maintain and handle top management interaction in
customer organization
For each individual project where you participate as a billed resource, set ONE project G&O 100%
(comprising all sub goals) and achieve the same apart from nominating PM for each of those
projects
·Responsible for ensuring that the project activities for which you are responsible and have signed 5% Under run
off with PM/Customer achieves and effort and cost under run
Ensure that the Appraisal related measurements and reports are tracked for self and reportees 90%
People Management-20%
Timely and quality inputs for various appraisal processes. Set project related G&O for all members
of the team reporting to you as per TED guidelines 100%
Timely closure of interview, G&O review, MYPP report, Training for team members, Recognition
award nomination for team members and other such tasks assigned with out the need for
reminders 100%
·Be billed atleast 80% of your time over the year and make efforts towards meeting this target. 100%
Responsible for ensuring the C-PRO resource movements and billability information as per 100%
correct LOB are clean with no mistakes for projects where responsibility is assigned.
Responsible to ensure that the attrition of technical resources and particularly the from the Top10 12 and 3% respectively
Project Delivery-25%
The candidate should also be able to provide necessary consulting, in terms of assessment, and
recommendation. 25%
S/he should be able to provide necessary justification for the particular product/technology in the
customer environment. 25%
The SME should be able to identify the right environment, where the product/technology of his
expertise can be deployed. 100%
S/he should be able to clearly articulate the business requirements for requirement of the
product in the customer environment; in addition the candidate should also be able to able to
identify the requirements of dependency for the product of expertise. 100%
Provides technical solutions to business requirements. 100%
Implements the product/technology in the customer environment.
Performs impact analysis in the architecture for new requirements and change in requirements.
Provides expert guidance to project teams on development of the technology of expertise . 50%
Advises teams on best practices, current trends on technologies 75%
For each individual project where you participate as a billed resource, set ONE project G&O 100%
(comprising all sub goals) and achieve the same
Architect L 3 – G&O 2010-2011
Objective Detail Description Measurement Criteria
Tower Contribution - 10%
Making best use of available time & resources attending webinars, and leading atleast one POC in 100%
new technology adaption
Comprehensive and original article to be approved by SME in tower, published in Newsletter first Three
and then in KNET
Work/contribute on RFC response and proposals with accuracy in design and effort estimates Atleast 3 RFC or
with timely closure. Proposals
As a Lead Architect , s/he is expected to attend technology forums or lead technology forums ,
create or review white papers .
Follow the implementation of Engineering Lifecycle Model best practices and calculation of ELC 75%
experience. The candidate will also be responsible for modifying and creating new engineering life
cycles on technologies.
Should provide non-linear solutions in TIS deliveries with concepts like Shared Services Model ,
GCC , Flex etc
Review HLD,LDD documents of other projects as and when request by Consultant/PM 75%
Technology – 20%
Identify and sign off on
Gain at least L2 level competency in an area apart from that of current identified expertise the area of expertise
Ensure that you are trained in 3 of these trainings atleast:
1. Negotiate to Win
2. Power Consulting
4. CLIP (100%)
5. ACCELERATE
6. ACE
7. WLP
8. business acumen,
9. time management,
100%
Ensure that the solution provided achieve the "First Time right" objective(HLD, LLD reviw, track
implementation ) 90%
Sign off with an SME and be part of atleast one Non linearity and ONE Service Improvement One Non Linearity and
program (Automation/Scripts) before end of Q2 and achieve the same before end of Q4 that can one Automation
bring about a business benefit to Wipro initiative
Customer Focus and Process Compliance-25%

Contribute to ensure that the overall Project CSAT’s for which he/she is responsible is above 6.2/7 100%
Acts as a Solution Architect/ Lead Transformation Architect during RFPs or takes on the role of an
Optimization Architect in deliveries and brings in better technology and models for higher
efficiency/productivity.
As a Solution Architect he/she is supposed to provide complete solution to customer. Should have
a very broad exposure to different technologies used and available in Infratstructure Services, and
comply to the customer environment significantly. The candidate should also have working
knowledge of the respective domains.
Be responsible for ensuring deliverability of the project from the time the same is assigned to you.
Completeness of Deliverables. Participate in internal weekly reviews meetings 100%
Be billed atleast 80% of your time over the year and make efforts towards meeting this target. 100%
No escalations for the projects in terms of technical delivery completeness from customer.
As an 89articipate89 architect in deliveries s/he should be able to spot inefficiencies and provide
technical/process improvements. S/he is expected to 89articipate in Year on Year productivity
improvements exercises in deliveries, if required.
Follow the implementation of Engineering Lifecycle Model best practices and calculation of ELC
experience. 75%
People Management- 20%
Timely closure of interview, G&O review, and other such tasks assigned with out the need for
reminders 100%
Effective Communication with in / outside the team 90%
Sharing ideas for more effective design/ implementation/testing with other team members. 100%
Project Delivery- 25%
Understands as-is architecture and identifies potential improvement areas. 100%
Advises customer/management on optimal solutions on specialized technical issues. 100%

Reviews and approves design documents created by other teams. 100%
Reviews and approves white papers created by other teams. 100%
Defines strategy for capability development for lower level employees. 100%
Contributes towards organizational level strategy building initiatives. 100%
Provides expert guidance to project teams on development technologies . 100%

Advises teams on best practices, current trends on technologies 100%

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TIS JOB FAMILY ROLE DESCRIPTIONS AND G&Os

Unique role name G&O

Unique role name G&O

Unique role name G&O

Unique role name G&O

Unique role name G&O

Unique role name G&O

Unique role name G&O

Unique Role Executive

Repeat role name MIS Executive, Competency Executive, Resourcing Executive

Decisions that can be taken

Interface points Resolver Groups / Level 2 Administrator/Lead Administrator/Operations Manager

Decisions that can be taken

Interface points( list the

Interface points( list the

Interface points( list the

Project / Transition scheduling,

Proactive identification of risks and actions as appropriate

Output of the role Project Coordination , Customer Coordination, Timely reporting

Interface points( list the

Can take decision for Level 1/2 Issues.

Interface points( list the

The incumbent is expected to manage shifts ensuring SLA adherence

Interface points( list the

Name the position to which

Should completely own the area or tower within the delivery

Interface points( list the

Maintain and upgrade infrastructure services and associated HW

Skill Demand validation

Interface points( list the

Name the position to

Interface points( list the

Architecture design principle and definition

High level solution design document

Name the position to

Follow the implementation of Engineering LifeCycle(ELC) Model

Interface points( list the

Consulting solutions based on customer’s IT estate

Name the position to

Daily Dashboard to report the SLA for his Tower

Name the position to

Interface points( list the

Maintenance and upgradation of infrastructure services and associated HW

Name the position to

Interface points( list the

Service Delivery Management, Customer Satisfaction, Delivery Excelllence, Financial

SME in atleast two technology areas.

Interface points( list the

Name the position to

SME in atleast two technology areas.

Unique Role Manager

Repeat role name Technology Competency Manager

Name the position to

Skill Demand validation

Interface points( list the

Interface points( list the

Name the position to

Interface points( list the

Unique Role Head

Repeat role name Practice Head

Name the position to

Head a Practice and give it a strategic direction.