Technical Lead L1

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

Job summary

A leading IT services company in Bengaluru seeks a Technical Lead L1 to oversee the performance of Production Specialists, resolving technical escalations and developing technical capabilities within the team. This mid-senior level position requires 5-8 years of experience, with a focus on process delivery and customer service excellence. Candidates should possess strong troubleshooting and client communication skills, contributing to improved team performance and efficiency. Job type is full-time with opportunities for capability development.

Qualifications

• 5-8 years of experience in a technical lead role or similar.
• Strong understanding of process delivery and client interaction.
• Experience in managing technical escalations and supporting teams.

Responsibilities

• Oversee daily performance of Production Specialists.
• Resolve technical escalations and support clients.
• Mentor and train team members on technical capabilities.

Skills

Technical support

Troubleshooting

Client communication

Performance improvement

Job description

Overview

Technical Lead L1 at Wipro. The role supports process delivery by ensuring daily performance of Production Specialists, resolves technical escalations, and develops technical capability within the team.

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 escape 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 escape 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 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

Deliverables

Performance Parameter: Measure1Process – 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

Job Details

• Seniority level: Mid‑Senior level
• Employment type: Full‑time
• Job function: Engineering and Information Technology
• Industries: IT Services and IT Consulting

Additional Information

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