Technical Lead L1

Wipro; Pune District; On-site; INR 700,000 - 900,000; Full time

Job summary

A leading IT services provider in Pune is seeking a Lead Technician to support operational excellence by resolving technical escalations and mentoring team members. The ideal candidate should have 5-8 years of experience, strong troubleshooting skills, and a focus on maintaining superior customer service levels. This role emphasizes compliance with service agreements while improving team performance through effective training and guidance.

Qualifications

• 5-8 years of experience in a technical or support role.
• Proven ability to mentor and guide team members.
• Strong troubleshooting skills and customer service focus.

Responsibilities

• Oversee daily performance of Production Specialists and resolve technical escalations.
• Ensure compliance with service agreements and improve team performance.
• Conduct training sessions to enhance technical knowledge of specialists.

Skills

Technical diagnosis and troubleshooting

Mentoring and coaching

Communication skills

Problem solving

Compliance monitoring

Job description

Lead Technician / Senior Technical Service

Location

Pune, Maharashtra, India

Seniority Level

• Mid‑Senior level

Employment Type

• Full‑time

Job Function

• Engineering and Information Technology

Industries

• IT Services and IT Consulting

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 team scores.
  • Support the team in improving performance by providing technical support and process guidance.
  • Record, track, and document all queries, problem‑solving steps, and resolution outcomes.
  • Ensure standard processes 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 in cases of untimely resolution.
  • Ensure all product information and disclosures are given to clients before and after calls or 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 unresolved issues in a timely manner to TA & SES.
  • Provide product support and resolution by diagnosing questions while guiding users through step‑by‑step solutions.
  • Troubleshoot all client queries in a user‑friendly, courteous, and professional manner.
  • Offer alternative solutions to retain customers’ and clients’ business where appropriate.
  • Organize ideas and communicate clearly to appropriate audiences.
  • Follow up and schedule callbacks to customers to record feedback and ensure compliance with contract SLAs.
• Build people capability to ensure operational excellence and maintain superior customer service levels
  • Mentor and guide Production Specialists on improving technical knowledge.
  • Collate training sessions (triage) to bridge skill gaps identified through interviews with specialists.
  • Develop and conduct product training sessions for specialists as per target.
  • Inform clients about the training sessions being conducted.
  • Undertake product trainings to stay current with product features, changes, and updates.
  • Enroll in product‑specific and other trainings per client requirements or recommendations.
  • Identify and document common problems and recommend appropriate resolutions to the team.
  • Update job knowledge by participating in self‑learning opportunities and maintaining professional networks.

Performance Measures / Deliverables

• Cases resolved per day, compliance to process and quality standards, meeting process level SLAs.
• Productivity, efficiency, absenteeism.
• Triages completed, Technical Test performance.

Experience

5‑8 Years

About the Company

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.