Technical Lead - Automation

Wipro Limited; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

Wipro Limited is seeking a dedicated professional to support process delivery and team performance. In this role, you will oversee daily transactions, assist team members in improving performance, handle client escalations, and ensure compliance with technical standards. We value continuous evolution and invite you to be part of our purpose-driven organization.

Qualifications

• Technical support experience preferred.
• Ability to troubleshoot and guide clients effectively.

Responsibilities

• Oversee process performance and support daily operations.
• Assist team members with technical guidance.
• Handle escalations and ensure client satisfaction.

Skills

Problem-solving

Effective communication

Collaborative working

Learning agility

Job description

Wipro Limited Overview

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions for complex digital transformation needs. With over 230,000 employees and operations across 65 countries, we help clients achieve their ambitions and build sustainable businesses. For more information, visit www.wipro.com.

Job Description

Role Purpose

The role supports process delivery by ensuring daily performance of Production Specialists, resolving technical escalations, and developing technical capabilities within the team.

Key Responsibilities

• Oversee and support process performance by reviewing daily transactions and performance dashboards.
• Assist team members in improving performance through technical support and process guidance.
• Record, track, and document queries, problem-solving steps, and resolutions.
• Ensure adherence to standard processes and resolve client queries within SLAs.
• Develop team understanding of processes/products for better client interaction and troubleshooting.
• Analyze call logs to identify trends and prevent future issues.
• Escalate serious client issues to the Team Leader.
• Ensure compliance with legal and service agreement requirements.
• Handle technical escalations through diagnosis and troubleshooting.
• Guide clients through solutions, offer alternatives, and aim to retain business.
• Communicate effectively with clients and follow up to ensure satisfaction.
• Build team capability through mentoring and training, including product-specific knowledge and skill gaps.

Performance Parameters

• Cases resolved per day, compliance, SLAs, customer feedback.
• Team productivity, efficiency, absenteeism.
• Training completion, technical test performance.

Competencies

• Collaborative working, learning agility, problem-solving, effective communication.

Join Us

We are building a modern Wipro, a digital transformation partner that values reinvention and continuous evolution. Join us to realize your ambitions and be part of a purpose-driven organization. Applications from people with disabilities are explicitly welcome.