Technical Lead L1

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

Job summary

A leading IT services provider in Bengaluru seeks a Technical Lead L1 to oversee team performance and resolve technical escalations. The role involves mentoring Production Specialists and ensuring adherence to performance metrics while maintaining a superior level of customer service. Candidates should possess 5-8 years of relevant experience and have a strong foundation in troubleshooting and technical analysis. This position offers a full-time contract in an engaging work environment.

Qualifications

• 5-8 years of experience in IT services or consulting.
• Ability to manage technical escalations and provide effective solutions.
• Experience in mentoring and developing team capabilities.

Responsibilities

• Oversee daily team performance and improve performance metrics.
• Handle technical escalations and provide troubleshooting support.
• Mentor Production Specialists and conduct necessary training.

Skills

Technical knowledge

Troubleshooting

Performance analysis

Client interaction

Mentorship

Job description

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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 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
  • If unable to resolve the issues, timely escalates 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 to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
  • Develop and conduct trainings (Triages) within products for production specialist 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

Performance Metrics

• Performance Parameter: Measure 1 Process – 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

Experience: 5-8 Years

Seniority level

Mid-Senior level

Employment type

Full‑time

Job function

Engineering and Information Technology

Industries

IT Services and IT Consulting