TECHNICAL LEAD L1

Wipro; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A global digital transformation partner based in Hyderabad is seeking a candidate to oversee process delivery and manage technical escalations. The role involves providing technical support, mentoring team members, and ensuring compliance with service agreements. Candidates should possess SDET skills and have 5-8 years of experience. This opportunity provides a platform to enhance your career while working in a dynamic digital environment.

Qualifications

• Mandatory Skills: SDET.
• Experience: 5-8 Years.

Responsibilities

• Oversee and support process by reviewing daily transactions on performance parameters.
• Handle technical escalations through effective diagnosis and troubleshooting of client queries.
• Mentor and guide Production Specialists on improving technical knowledge.
• Document calls and resolutions, ensuring compliance with contracts and processes.
• Identify trends from call logs to prevent future problems and guide teams.

Skills

SDET

Job description

Job Description

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.

Do

• 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 escalates 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
  • 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

  Deliver

  No Performance Parameter
  Measure 1 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

  Mandatory Skills: SDET.

  Experience: 5-8 Years.

  Reinvent your world. We are building a modern Wipro. We are an end‑to‑end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.