Technical Lead L1

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

Job summary

A leading IT services company in Bengaluru is seeking a Production Specialist Lead to oversee process delivery and support team performance. The role involves resolving technical escalations, mentoring staff, and ensuring compliance with quality standards. The ideal candidate has 5-8 years of experience in engineering or IT consulting. This full-time position offers an opportunity to develop technical capabilities within the team and enhance client satisfaction.

Qualifications

• Experience in resolving technical escalations and supporting process delivery.
• 5-8 years in a related role, preferably in IT services or consulting.
• Ability to develop and conduct trainings for team members.

Responsibilities

• Oversee and support process delivery to enhance team performance.
• Handle technical escalations and ensure client satisfaction.
• Build people capability through mentoring and training.

Skills

Technical support

Process improvement

Client interaction

Team mentoring

Job description

We are looking for a Production Specialist Lead to support process delivery by ensuring daily performance of Production Specialists, resolving technical escalations, and developing technical capability within the team.

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
  • Review performance dashboard and 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 resolution outcomes
  • Ensure standard processes and procedures are followed to resolve all client queries
  • Resolve client queries as per SLA’s defined in the contract
  • Develop understanding of process/product for the team to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends and prevent future problems
  • Identify red flags and, if necessary, escape serious client issues to Team Leader
  • 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
  • Escalate unresolved issues to TA & SES in a timely manner
  • Provide product support by diagnosing questions and guiding users through step‑by‑step solutions
  • Troubleshoot all client queries in a user‑friendly, courteous and professional manner
  • Offer alternative solutions with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and schedule callbacks to record feedback and ensure compliance to contract SLA’s
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• Build people capability
  • Mentor and guide Production Specialists on improving technical knowledge
  • Collate training to bridge skill gaps identified through interviews with Specialists
  • Develop and conduct trainings (triages) within products for production specialists
  • Inform client about ongoing triages
  • Undertake product trainings to stay current with features, changes and updates
  • Enroll in client‑specific or recommended trainings
  • Identify and document common problems and recommend appropriate resolutions to the team
  • Update job knowledge by participating in self‑learning opportunities and maintaining personal networks

Deliverables

No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, pulse score, customer feedback, NSAT/AT; team 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