Technical Lead - JAVA

Wipro Limited; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

Wipro Limited is seeking a dedicated individual to support process delivery and enhance team performance as part of their operations in Singapore. The role involves troubleshooting and resolving client queries while building technical capabilities within the team. Ideal candidates will possess strong problem-solving and communication skills, contributing to a collaborative work environment. Join Wipro to be part of a purpose-driven team focused on digital transformation and empowerment.

Qualifications

• Experience in technical support and process delivery.
• Ability to troubleshoot client issues efficiently.
• Strong mentoring and training skills.

Responsibilities

• Monitor daily performance of Production Specialists and support team performance improvements.
• Record, track, and document client queries and resolutions.
• Provide product support by diagnosing and troubleshooting client issues.

Skills

Problem-solving

Effective communication

Collaborative working

Job description

Company Overview

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our portfolio in consulting, design, engineering, and operations, we help clients realize their ambitions and build sustainable businesses. With over 230,000 employees across 65 countries, we are committed to helping our customers, colleagues, and communities thrive. For more information, visit www.wipro.com.

Job Description

Role Purpose

The role aims to support process delivery by monitoring the daily performance of Production Specialists, resolving technical escalations, and developing technical capabilities within the team.

Key Responsibilities

• Review daily transactions and performance parameters, including performance dashboards and scores.
• Support team performance improvement through technical support and process guidance.
• Record, track, and document all queries, troubleshooting steps, and resolutions.
• Ensure adherence to standard processes and procedures for client query resolution.
• Resolve client queries within SLA, develop process/product understanding, and document call logs to identify trends.
• Escalate serious client issues to the Team Leader promptly.
• Provide product support by diagnosing and troubleshooting client issues, offering alternative solutions, and maintaining professionalism.
• Follow up with customers, record feedback, and ensure SLA compliance.
• Build team capability through mentoring, training, and knowledge sharing.
• Participate in self-learning and training to stay current with product updates.

Performance Parameters

• Number of cases resolved daily, process compliance, quality standards, SLA adherence, customer feedback.
• Team productivity, efficiency, and absenteeism.
• Completion of training modules and technical assessments.

Core Competencies

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

Join Us

We are building a modern Wipro, a digital transformation partner driven by purpose and reinvention. Join us to realize your ambitions and be part of a company that empowers your growth. Applications from people with disabilities are explicitly welcome.