TECHNICAL LEAD L1

Wipro; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A prominent IT services company in Bengaluru is looking for a candidate to oversee the performance of Production Specialists and handle technical escalations. The ideal applicant will have 5-8 years of experience, providing technical support and guidance. Key responsibilities include mentoring team members, ensuring compliance with SLAs, and conducting trainings. Expertise in Microsoft PowerApps is mandatory. This role emphasizes delivering high-quality service and maintaining customer satisfaction.

Qualifications

• 5-8 years of experience in a relevant technical support or process management role.

Responsibilities

• Oversee process performance and provide technical support.
• Handle technical escalations promptly as per SLA.
• Mentor Production Specialists and conduct training sessions.

Skills

Microsoft PowerApps

Job description

Role Purpose

The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolving technical escalations and developing technical capability within the Production Specialists.

Responsibilities

• Oversee and support process
  • Review performance dashboard and the scores for the team
  • Provide technical support and process guidance to improve performance parameters
  • Record, track, and document all queries received, problem‑solving steps taken and total successful and unsuccessful resolutions
  • Ensure standard processes and procedures are followed to resolve all client queries
  • Resolve client queries as per the SLA(s) defined in the contract
  • Develop understanding of process/product for the team members to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Identify red flags and escalate serious client issues to the Team Leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoid legal challenges by monitoring compliance with service agreements
• Handle technical escalations
  • Manage and resolve technical roadblocks/escalations as per SLA and quality requirements
  • If unable to resolve, timely escalates to TA & SES
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step‑by‑step solutions
  • Troubleshoot all client queries in a user‑friendly, courteous and professional manner
  • Offer alternative solutions to clients (where appropriate) to retain customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled callbacks to customers to record feedback and ensure compliance to contract SLA(s)
• Build people capability
  • Mentor and guide Production Specialists on improving technical knowledge
  • Collate trainings to be conducted as triage to bridge skill gaps identified through interviews with Production Specialists
  • Develop and conduct trainings (Triages) within products for production specialists as per target
  • Inform client about the triages being conducted
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Identify and document most common problems and recommend appropriate resolutions to the team
  • Update job knowledge by participating in self‑learning opportunities and maintaining personal networks

Deliverables / Key Performance Indicators

• No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT
• Team Management: Productivity, efficiency, absenteeism
• Capability development: Triages completed, Technical Test performance

Mandatory Skills

• Microsoft PowerApps

Experience

5-8 years