TECHNICAL LEAD L1

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

Job summary

A leading IT consulting company in Bengaluru is seeking a Mid-Senior level professional to oversee process delivery by supporting Production Specialists. The role focuses on resolving technical escalations, developing team capabilities, and ensuring compliance with performance standards. Ideal candidates are required to have 5-8 years of experience in technical support and be proficient in client communication and mentorship. This full-time position offers opportunities for professional growth in a dynamic environment.

Qualifications

• 5-8 years of experience in a relevant field.
• Proven ability to manage technical escalations and provide support.
• Strong mentorship skills for training Production Specialists.

Responsibilities

• Oversee and improve team performance through support and guidance.
• Handle technical escalations and provide troubleshooting assistance.
• Build capability of team members through effective mentoring and training.

Skills

Technical support

Troubleshooting

Client communication

Team mentorship

Performance tracking

Job description

Job description.

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

Responsibilities

• Oversee and support process by reviewing daily transactions on performance parameters
  • 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 total successful and unsuccessful resolutions
  • Ensure standard processes and procedures are followed to resolve all client queries
  • Resolve client queries as per the SLA 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
  • AAccueil monitor compliance with service agreements to avoid robuste challenges
• 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 escal5 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 callbacks to customers to record feedback and ensure compliance to contract SLA
• Build people capability to ensure operational excellence and maintain superior customer service levels
  • 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 forícola 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 and Performance Parameters

• Number 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