Technical Lead L1

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

Job summary

A leading IT consulting firm in Chennai seeks a Technical Lead L1 to support process delivery and enhance team capabilities. This role involves overseeing daily performances, resolving technical escalations, and fostering technical knowledge within the team. The ideal candidate should have 5-8 years of experience, showcasing strong troubleshooting skills and the ability to mentor. It's a full-time position designed for individuals passionate about engineering and IT service excellence, ensuring optimal client interactions and service compliance.

Qualifications

• 5-8 years of experience in a technical role, preferably with a focus on process and performance.
• Strong ability to manage technical escalations and enhance team capability.
• Experience in providing technical support and mentoring team members.

Responsibilities

• Oversee daily performance reviews and support process improvements.
• Diagnose and troubleshoot technical queries from clients.
• Mentor Product Specialists and conduct training sessions.

Skills

Technical troubleshooting

Performance management

Client interaction

Team mentoring

Process compliance

Job description

Technical Lead L1 – Wipro

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, and total successful and unsuccessful resolutions.
  • Ensure standard processes and procedures are followed to resolve all client queries.
  • Resolve client queries as per the SLAs 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 escalated serious client issues to 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 escalation 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 Specialist.
  • Develop and conduct trainings within products for production specialists 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 training 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 Metrics

• Performance Parameter – Measure1 Process: 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.

Experience: 5‑8 years.

Job Details

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