Wipro Careers: Production Agent L1 | Pune | Record to Report DOP

Company :- Wipro Limited
Job Title :- Production Agent L1
Mandatory Skill / DomainRecord to Report (R2R) – DOP :- (Digital Operations & Platforms)
Posting Date :- August 10, 2026
Employment Type :- Full-Time
Core Function :- Process Support, Transaction Management, Helpdesk Support & SLA Compliance
System Tools Used :- RAVE System (Availability/Productivity Tracking), Internal Knowledge Bases, Call/Email Loggers
Location :- Pune, Maharashtra, India

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a global technology services and consulting enterprise with over 230,000 employees operating across 65 countries.

As a Production Agent L1 within Wipro’s Digital Operations & Platforms (DOP) unit focusing on Record to Report (R2R), you will deliver front-line technical and operational support to client processes. Working in Pune, this role involves processing client financial/operational transactions, handling inbound queries via phone/email, logging incident details, troubleshooting product issues, and ensuring strict compliance with operational Service Level Agreements (SLAs).

Process Support & Transaction Management

• Transaction Execution: Execute and manage daily financial and operational transactions adhering strictly to process quality standards and contractual SLAs.
• Client Helpdesk Support: Field inbound client requests via phone and email in a professional and courteous manner.
• Data & Log Documentation: Record end-user information, nature of inquiries, step-by-step diagnostic actions, call logs, and transaction outcomes into designated tracking systems.
• RAVE System Updating: Maintain up-to-date availability metrics in the RAVE system to ensure continuous workforce productivity and team SLA coverage.

• Issue Diagnosis: Perform systematic root-cause analysis and step-by-step troubleshooting to guide clients through product menus and resolution steps.
• Knowledge Base Utilization: Access and update internal knowledge repositories, standard operating procedures (SOPs), self-help documentation, and FAQs to maintain high First Contact Resolution (FCR) rates.
• Incident Escalation: Identify operational red flags and escalate complex or high-severity cases to Team Leaders for timely resolution.
• Follow-up & Customer Retention: Perform scheduled call-backs to gather customer feedback, confirm issue resolution, and ensure high client satisfaction.

• Training & Upskilling: Complete mandatory product-specific and process-related training modules to stay informed about product features and compliance changes.
• Process Enhancement: Collaborate with team leads to identify operational bottlenecks and contribute to continuous improvement initiatives.

                       [ Incoming Client Incident / Transaction ]
                                           ↓
                       [ Logging & Details Recording in Tracker ]
                                           ↓
                 [ Step-by-Step Troubleshooting / R2R Processing ]
                                           ↓
          ┌────────────────────────────────┴────────────────────────────────┐
          ↓                                                                 ↓
[ Resolved within SLA ]                                      [ Escalation to Team Lead ]
          ↓                                                                 ↓
[ Update RAVE / Knowledge Base ]                             [ Track Resolution & Follow Up ]

Mandatory Skills

• Domain Knowledge: Fundamentals of Record to Report (R2R) accounting workflows and Digital Operations & Platforms (DOP) processes.
• Helpdesk & Ticketing: Familiarity with incident management tools, call/email tracking software, and log documentation workflows.
• System Productivity Tracking: Understanding of availability tracking systems (such as RAVE) and SLA-driven operations.

• Communication: Clear written and verbal communication skills for interacting with global clients.
• Analytical Skills: Aptitude for structured problem diagnosis and step-by-step troubleshooting.
• Customer-Centric Mindset: Ability to resolve queries calmly, offer appropriate alternative solutions, and maintain customer retention.

Estimated Compensation & Career Growth

For a Production Agent L1 at Wipro in Pune:

• Estimated Salary Range: ₹2,80,000 to ₹4,20,000 INR per annum, plus shift allowances, health insurance, performance incentives, and corporate transport facilities.
• Career Path: Production Agent L1 → Senior Production Agent (L2) → Subject Matter Expert (SME) / Team Leader → Operations Manager.

1. Record to Report (R2R) Basics: Understanding general ledger (GL) entries, bank reconciliations, trial balances, period-end closing activities, and financial reporting cycles.
2. SLA & Helpdesk Metrics: Key concepts such as SLA, Turnaround Time (TAT), First Contact Resolution (FCR), Average Handling Time (AHT), and CSAT scores.
3. Customer Handling Scenarios: Demonstrating how to handle irate callers, manage multi-tasking during email/call shifts, and escalate critical issues appropriately.

Incorporate these ATS-optimized keywords into your resume for maximum screening alignment:

• Production Agent L1
• Record to Report (R2R)
• Digital Operations & Platforms (DOP)
• Technical Support & Helpdesk Operations
• Incident Tracking & SLA Compliance
• Root-Cause Analysis & Troubleshooting
• Knowledge Base & SOP Documentation
• Transaction Management & Processing

Operational Keywords

• Wipro Pune
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Process Quality Standards & Call Logging
• Cross-Functional Escalation Handling

1. What is the mandatory domain requirement for this role?

Candidates must have knowledge or experience in Record to Report (R2R) – DOP (Digital Operations & Platforms).

2. Where is this job located?

This position is based at Wipro’s facility in Pune, Maharashtra, India.

3. What is the role of the RAVE system mentioned in the job description?

The RAVE system is used by Wipro agents to update availability and track productivity, ensuring the team meets client SLAs efficiently.