TECHNICAL LEAD L1

Wipro; Pune District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

A leading IT services company is seeking an experienced professional to oversee process performance and manage technical escalations within the team. You will play a crucial role in mentoring Production Specialists and ensuring operational excellence. The ideal candidate should have 5-8 years of experience in a relevant field and be capable of diagnosing technical queries while providing excellent customer service. This full-time position is suited for individuals with strong technical skills and a passion for training others.

Qualifications

• 5-8 years of experience in a relevant field.
• Ability to diagnose and troubleshoot technical queries.
• Familiarity with client service agreements and SLAs.

Responsibilities

• Oversee daily transactions and manage performance parameters.
• Handle technical escalations and provide resolution.
• Mentor and guide team members to improve capability.
• 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 escalation 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

Skills

Technical troubleshooting

Performance management

Client interaction

Mentoring

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 escalation 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 elevate the issues to TA & SES.
  • Provide product support and resolution to clients 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 clients 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 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 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

• Performance parameter: 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.

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Engineering and Information Technology

Industry: IT Services and IT Consulting