Technical Lead L1

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

Job summary

A leading IT service provider in Chennai is seeking a Mid-Senior Level professional to oversee and support the daily performance of Production Specialists. The role involves resolving technical escalations and developing team capabilities through mentorship and training. Candidates should have 5-8 years of experience in technical support, strong analytical skills for performance metrics, and the ability to effectively communicate with clients. Employment type is full-time with a focus on engineering and IT functions.

Qualifications

• 5-8 years of experience in a relevant field.
• Ability to diagnose and resolve technical issues effectively.
• Strong understanding of performance metrics and process improvement.

Responsibilities

• Oversee daily performance of Production Specialists.
• Handle technical escalations and ensure SLA compliance.
• Build technical capability through mentorship and training.

Skills

Technical troubleshooting

Performance analysis

Client interaction

Mentorship and coaching

Problem-solving

Job description

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 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’s 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 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 escape 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 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 the skill gaps identified through interviews with the Production Specialist
  • 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 & Metrics

• Performance Parameters: 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 and Information Technology
• Industries: IT Services and IT Consulting