TECHNICAL LEAD L1

Wipro; Bengaluru; On-site; INR 700,000 - 1,200,000; Full time

Job summary

A leading IT service provider in Bengaluru is seeking a skilled professional to support process delivery within a technical support role. The candidate will oversee performance parameters, handle technical escalations, and mentor Production Specialists. Required skills include Spring Boot with 5-8 years of relevant experience. Join our team to ensure high customer satisfaction and operational excellence.

Qualifications

• 5–8 years of experience in a related field.

Responsibilities

• Oversee process performance metrics daily.
• Handle technical escalations efficiently.
• Mentor and develop team capabilities.

Skills

Spring Boot

Job description

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 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, 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 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 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 unable to resolve, timely elevate 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) to retain customers’ and clients’ business
  • Organize ideas and communicate oral messages appropriate to listeners and situations
  • Follow up and schedule callbacks to customers to record feedback, ensuring compliance to contract SLAs
• Build people capability to ensure operational excellence and maintain superior customer service levels
  • Mentor and guide Production Specialists on improving technical knowledge
  • Collate trainings for triage to bridge skill gaps identified via interviews with specialists
  • Develop and conduct triages within products for production specialists as per target
  • Inform client about triages being conducted
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product‑specific and 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

• 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

Required Skills & Experience

Mandatory Skills: Spring Boot

Experience: 5–8 Years