Technical Lead L1

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

Job summary

A leading IT services firm is seeking a Technical Lead to support process delivery and enhance team skills in Coimbatore. In this role, the candidate will oversee operational performance, resolve technical escalations, and mentor Production Specialists. The ideal applicant has 5-8 years of experience in a relevant technical field and possesses strong troubleshooting skills. This full-time position offers opportunities for professional growth and requires a proactive approach to ensure superior customer service.

Qualifications

• 5-8 years of experience in a relevant technical field.
• Strong ability to resolve technical escalations and client queries.
• Experience in mentoring and guiding team members.

Responsibilities

• Support process delivery and oversee daily transactions performance.
• Resolve technical escalations and manage client feedback.
• Mentor and guide team members to build technical capabilities.

Skills

Technical support

Process guidance

Troubleshooting

Client interaction

Performance analysis

Mentoring

Job description

Technical Lead L1

Location: Coimbatore, Tamil Nadu, India

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Engineering and Information Technology
Industry: IT Services and IT Consulting

Role Purpose

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 team scores
  • 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 resolution outcomes
  • Ensure standard processes and procedures are followed to resolve all client queries
  • Resolve client queries as per 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 trends and prevent future problems
  • Identify red flags and elevate serious client issues to the Team Leader on 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, timely transfer issues to TA & SES
  • Provide product support and resolution by diagnosing step‑by‑step solutions to users
  • Troubleshoot all client queries in a user‑friendly, courteous and professional manner
  • Offer alternative solutions to retain customer business
  • Organize ideas and communicate effectively
  • Follow up and schedule callbacks to record feedback and ensure SLA compliance
• Build people capability to ensure operational excellence and maintain superior customer service levels
  • Mentor and guide Production Specialists on technical knowledge improvement
  • Design trainings to bridge skill gaps identified through specialist interviews
  • Develop and conduct trainings (triages) within products to meet target completion
  • Inform clients about ongoing triage activities
  • Stay current with product features, changes, and updates through training
  • Document common problems and recommend appropriate resolutions to the team
  • Update personal knowledge via self‑learning and networking

Deliverables

• Performance parameters: Measure1 – Process; 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

Company Overview

Reinvent your world. We are building a modern Wipro, an end‑to‑end digital transformation partner that empowers people to design their own reinvention.