Technical Lead L1

Wipro; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

A leading IT services firm in India is seeking a Mid-Senior Level professional to oversee process delivery and enhance team capability. The role involves troubleshooting technical escalations, mentoring Production Specialists, and ensuring compliance with service agreements. Candidates should possess 5-8 years of experience and have strong skills in customer service, mentorship, and performance management. This full-time position requires effective communication and a proactive approach to problem-solving.

Qualifications

• 5-8 years of experience in a relevant field.
• Ability to diagnose technical issues effectively.
• Strong mentorship skills to develop junior staff.

Responsibilities

• Oversee daily transactions and review performance parameters.
• Handle technical escalations and provide resolutions.
• Build capability by mentoring and training team members.

Skills

Technical troubleshooting

Performance management

Customer service

Process improvement

Mentorship

Job description

Role Purpose

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

Duties

• 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‑sol steps taken and the 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 Team leader in untimely resolution cases
  • Ensure all product information and disclosures are given to clients before and after 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 unresolved, timely elevate issues to TA & SES
  • Provide product support and resolution to clients by diagnosing the question 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 schedule 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 skill gaps identified through interviews with the Production Specialist
  • Develop and conduct trainings (Triages) within products for production specialists 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 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

About Wipro

Reinvent your world. We are building a modern Wipro. We are an end‑to‑end digital transformation partner with the boldest ambitions…

Seniorities & Job Details

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