Technical Lead L1

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

Job summary

A leading IT services provider is looking for a Technical Lead L1 to oversee production processes and manage technical escalations. This role requires 5-8 years of relevant experience and focuses on mentoring team members while ensuring quality and performance standards are met. Key responsibilities include troubleshooting client queries and improving technical capability within the team. The position offers a full-time role in Pune, Maharashtra, providing an opportunity for professional growth within a dynamic environment.

Qualifications

• 5-8 years of relevant experience in a similar role.
• Strong technical knowledge with troubleshooting expertise.
• Ability to mentor and guide team members in technical skills.

Responsibilities

• Oversee process by reviewing daily transaction performance.
• Handle technical escalations with effective solutions.
• Mentor Production Specialists on technical knowledge.

Skills

Technical troubleshooting

Client query management

Team mentoring

Performance monitoring

Product knowledge

Job description

Technical Lead L1 - Wipro

Support process delivery by ensuring daily performance of 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 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
  • Escalate issues to TA & SES when unresolved
  • Provide product support and resolution to clients by diagnosing and guiding 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’ business
  • Organize ideas and communicate oral messages appropriately
  • Follow up and schedule callbacks 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
  • Mentor and guide Production Specialists on technical knowledge improvement
  • Collate and conduct training triages to bridge skill gaps identified through interviews
  • Inform clients about scheduled training sessions
  • Undertake product trainings to stay current with features, changes, and updates
  • Enroll in product‑specific and other required trainings as recommended
  • Identify and document common problems and recommend resolutions to the team
  • Update job knowledge through self‑learning and maintaining professional networks

Deliverables

• Performance: 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 metrics.
• Capability Development: Triages completed, technical test performance.

Experience

5‑8 years of relevant experience.

Job Details

• Seniority level: Mid‑Senior level
• Employment type: Full‑time
• Job function: Engineering and Information Technology
• Industries: IT Services and IT Consulting
• Location: Pune, Maharashtra, India