Technical Lead L1

Wipro; Chennai District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

A leading IT services company in Chennai is seeking a Technical Lead L1 to oversee technical escalations, manage daily performance metrics of the team, and enhance the technical capabilities of Production Specialists. The role requires 5-8 years of experience and offers opportunities to mentor and develop staff, ensuring operational excellence. This full-time position supports a dynamic team, focusing on quality service delivery and client satisfaction.

Qualifications

• 5-8 years of experience in relevant technical roles.
• Mid-Senior level, full-time role in Engineering and IT.

Responsibilities

• Oversee and support process by reviewing daily transactions on performance parameters.
• Handle technical escalations through effective diagnosis and troubleshooting of client queries.
• Build people capability to ensure operational excellence and maintain superior customer service levels.

Skills

Team leadership

Technical troubleshooting

Client interaction

Mentoring

Job description

Apply for the Technical Lead L1 role at Wipro – supporting process delivery, ensuring daily performance of Production Specialists, resolving technical escalations, and developing technical capability.

3 days ago: Be among the first 25 applicants.

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 defined in the contract.
  • Develop an understanding of the process/product for team members to facilitate better client interaction and troubleshooting.
  • Document and analyze call logs to spot the most occurring trends to prevent future problems.
  • Identify red flags and escalate 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.
  • 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 escalated 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 customers’ and 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 SLAs.
• 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 Specialists.
  • 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 parameters – 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.

Qualifications

• Experience: 5-8 years.

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

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