SOLUTION ARCHITECT L1

Solution Architect L1

Wipro Limited is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.

Job Summary: We are seeking a dynamic and detail-oriented professional with prior experience in Microsoft technologies and strong communication skills to join our team. The ideal candidate will have hands-on experience in building and supporting AI agents, along with a customer-focused mindset to manage day-to-day interactions, ensure SLA compliance, and drive operational efficiency. This role involves working on enterprise security and identity platforms, including MPD/SSD, YubiKey, Cloud MFA, inventory and related technologies.

Key Responsibilities:

• Interact with customers on a daily basis to provide technical support and ensure high customer satisfaction.
• Monitor and meet defined SLAs for incident resolution and service requests.
• Work with ticketing tools to log, track, and resolve issues efficiently.
• Analyze incidents, classify root causes, and contribute to continuous improvement.
• Automate tasks using Copilot AI agents.
• Using IcM API's create partial/full automation for process workflows.
• Work on IcM automation, such as: Incident detection and alerting automation, Runbook automation, incident classification and prioritization.
• Create inventory management using automation and AI agent.
• Prepare regular reports on performance metrics, incident trends, and SLA adherence using Power BI.
• Create and maintain technical documentation, SOPs, and knowledge base articles.
• Collaborate with cross-functional teams to enhance service delivery and operational efficiency.
• Work on security and authentication technologies such as MPD/SSD, YubiKey, and Cloud MFA.

Required Skills & Qualifications:

• Prior working experience with Microsoft technologies (e.g., Azure, Microsoft 365, or related platforms).
• Strong communication skills (verbal and written) with the ability to handle customer interactions effectively.
• Experience or knowledge in building AI agents or working with AI-driven automation tools.
• Hands-on experience with ticketing systems (e.g., ServiceNow, Remedy, Jira, etc.).
• Good analytical and problem-solving skills with a focus on root cause analysis.
• Ability to work in a fast-paced environment and maintain high efficiency.
• Experience in incident management and SLA-driven support environments.

Preferred Qualifications:

• Exposure to identity and access management tools (YubiKey, MFA solutions, etc.).
• Familiarity with cloud environments and security frameworks.
• Experience in report generation and performance tracking.
• Understanding of enterprise support processes and documentation standards.

Key Competencies:

• Customer-centric approach.
• Strong communication and interpersonal skills.
• High level of efficiency and ownership.
• Attention to detail.
• Ability to multitask and prioritize effectively.

Mandatory Skills:

• Microsoft Copilot Studio M365.
• Experience: 8-10 Years.

The expected compensation for this role ranges from $80,000 to $173,800. Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.