About wipro
wipro limited (nyse: wit, bse: 507685, nse: wipro) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs.
we leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses.
a company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries.
we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
· a proud history of over 75 years
· fy22 revenue 10.4 bn usd
· we’re present in 66 countries
· over 1,400 active global clients
role description:
as an it device lifecycle management (dlm) support specialist, you will play a key role in ensuring the efficient management and execution of the it asset lifecycle processes across regional operations. You will be responsible for overseeing the end-to-end fulfilment and support of end-user devices, ensuring the seamless delivery of replacement requests, and maintaining high-quality standards in it asset management. Your responsibilities will include tracking the fulfilment of it asset requests, ensuring devices are properly decommissioned at end-of-life (eol), and maintaining the accuracy of asset records in the configuration management database (cmdb).
key responsibilities:
* oversee fulfilment of it assets (regional basis):
* ensure the efficient and timely fulfilment of it asset requests across the region, including end-user devices, accessories, and related equipment. Maintain consistent communication with regional stakeholders to ensure alignment with operational needs.
* fulfilment of tickets for end-user devices and accessories:
* manage and process incoming service tickets for end-user devices, accessories, and equipment. Ensure the timely resolution of requests within the defined service level agreements (slas) and business requirements. Troubleshoot any issues or delays in the fulfilment processes.
* manage replacement requests and ticket maintenance:
* oversee the management of device replacement requests, ensuring that all necessary tickets are created, tracked, and resolved in a timely manner. Monitor and ensure that all replacement processes remain within agreed tolerances.
* end-of-life (eol) process management:
* ensure the proper execution of the eol process, including the secure receipt, data wiping, and disposal of obsolete devices. Ensure compliance with company policies, industry standards, and environmental regulations. Coordinate updates to the cmdb to reflect the status of retired assets.
* collaboration with regional controller and oss for troubleshooting and remediation:
* work closely with the regional dlm controller and operations support services (oss) to diagnose and resolve issues related to the device lifecycle. Provide timely updates and coordinate remediation efforts to maintain service continuity.
* issue escalation:
* proactively identify and escalate unresolved issues to the regional dlm controller as required. Ensure issues are addressed promptly and contribute to continuous improvement efforts across the dlm processes.
* documentation and reporting:
* ensure the maintenance of accurate records of all dlm-related activities, including ticket status, asset records, and eol processes. Regularly report on the status of asset fulfilment, ticket resolution, and the overall health of the it device lifecycle.
skills and qualifications:
* strong organizational skills with attention to detail; highly organised and efficient
* excellent ability to prioritise effectively, managing multiple tasks with competing deadlines
* strong troubleshooting and problem-solving abilities
* familiarity with ticketing systems and asset management tools (e.g., cmdb, itsm platforms)
* effective communication skills, with the ability to collaborate across regions and teams
* strong team player with the ability to build relationships and work with multiple stakeholders across geographies
* ability to manage multiple priorities and meet deadlines within agreed tolerances
* experience of working in a fast-moving it environment
* knowledge of device lifecycle management processes and operations preferable but not essential
this role is integral to maintaining the integrity of the it device lifecycle and ensuring that asset fulfilment and disposal processes are managed efficiently, in line with corporate policies and industry best practices.
wipro is an equal employment opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law. Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our ombuds group.