Technical Lead L1

Wipro; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading IT services company based in India is seeking a Technical Lead L1 to oversee daily performance and resolve technical escalations within the team. The ideal candidate will have 5-8 years of experience in a relevant technical support role. Responsibilities include mentoring production specialists, managing technical issues as per SLAs, and enhancing client interaction quality. This is a full-time position aimed at driving operational excellence and superior customer service.

Qualifications

• 5-8 years of experience in a technical support or lead role.
• Strong understanding of engineering and IT principles.
• Ability to mentor and train team members.

Responsibilities

• Oversee daily performance of Production Specialists.
• Handle technical escalations and troubleshoot client queries.
• Build people capability for operational excellence.

Skills

Technical troubleshooting

Team management

Client interaction

Process guidance

Mentoring

Job description

Technical Lead L1

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

Job Description

Role Purpose

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

Responsibilities

• Oversee and support process by reviewing daily transactions on performance parameters
  • Review performance dashboard and the scores for the team
  • Support the team in improving performance parameters by providing technical support and process guidance
  • 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 elevate 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 through effective diagnosis and troubleshooting of client queries
  • Manage and resolve technical roadblocks/escalations as per SLA and quality requirements
  • When unable to resolve, timely elevate the issues 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 with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s
• Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Mentor and guide Production Specialists on improving technical knowledge
  • Collate trainings as triage to bridge skill gaps identified through interviews with the Production Specialist
  • 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

Experience

5-8 Years

Reinvent your world. We are building a modern Wipro. We are an end‑to‑end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA— as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Engineering and Information Technology

Industries

IT Services and IT Consulting