What are the responsibilities and job description for the Pixel Enterprise Technical Account Manager position at Wipro Technologies?
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Title : Pixel Enterprise Technical Account Manager
Requisition ID : 16358
City : Mountain View
Country / Region : US
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.
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.
Role
Pixel Enterprise Technical Account Manager
Key Skills
- Excellent domain knowledge of Android enterprise, bulk enrollment tools like Google Zero touch and / or Samsung Knox Mobile Enrollment, EMM / MDM solutions & a basic understanding of Android OS
- Experience with enrolling and managing Android devices with at least 1 EMM solution like VMware Workspace ONE / Intune / Ivanti / SOTI etc.
- Candidates should be able to apply broad technical knowledge of Pixel device and be conversant with functionalities, features & capabilities including Pixel’s core hardware components such as custom chipset.
- Experienced in dealing with large customers with a technical ability to persuasively answer queries and articulate Pixel and Android Enterprise capabilities.
- Ability to do initial triage and understand the customer Pixel / Android enterprise related tech queries and work within for a quick resolution.
- Understanding of Android platform Architecture (e.g. Android OS, dev tool - ADB, Android Enterprise functionalities and APIs).
- Strong interpersonal and collaboration skills to effectively understand and respond to customer technical requirements.
Preferred qualifications :
Act as the Primary Interface to Pixel’s large enterprise customers via regular meetings handling their Enterprise requirements, bugs, issues and escalations on a regular basis.
Logging bugs after First level of Triage to either resolve the issue within Pixel Enterprise team or direct the issue / bug to the appropriate team.
Bug management, ensuring fixes are targeted at the appropriate projects and that bugs are routed appropriately and followed up.
Tracking and prioritization of bugs and the communication of bug status to stakeholders.
Escalation on customer priority : Work closely with customer's leads to resolve and escalate critical issues to get support from the organization.
Ability to understand customers' new requirements related to Pixel or Enterprise.
Carry out tasks that involve provisioning and flashing of devices, shipping, logistics.
Timely handling of customer queries.
Meet or beat Metrics defined regarding time taken from initial customer outreach to final bug resolution.
Key measurement is the efficacy in answering Enterprise customers' technical queries that should optimize the cycle time as in point above.
Regular customer meetings and updates to be shared with customer and customer leads.
Summaries of customer defects raised in Buganizer, reproduced (as required), assigned, managed to closure, and synchronized with Enterprise bug systems; regular status reports on open / closed issues, risk areas, and performance against SLAs (as required).
Qualifications
Expected annual pay for this role ranges from $88,000 to $124,000. 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.
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Salary : $88,000 - $124,000
