As a Technical Lead, you will be pivotal in supporting process delivery, ensuring top-notch performance of Production Specialists, and addressing technical escalations. Your role will involve developing technical expertise within the team, ensuring adherence to SLAs, and driving continuous improvement in performance.
Key Responsibilities
- Monitor and review daily transactions and performance metrics for the team.
- Analyze performance dashboards and scores, providing guidance to improve key performance indicators.
- Track and document queries, resolutions, and troubleshooting steps for ongoing process enhancement.
- Resolve client queries in alignment with SLA requirements.
- Handle technical escalations, providing effective diagnosis and troubleshooting support.
- Document and analyze trends from call logs to prevent future issues.
- Escalate critical client issues promptly to senior team members.
- Mentor and guide Production Specialists to enhance technical knowledge and performance.
- Conduct and organize training sessions (Triages) to address skill gaps.
- Stay updated with product changes and conduct training as per client needs.
- Collaborate with internal stakeholders such as Team Leaders, HR, and TA & SEs for performance reviews, hiring, and issue resolution.
- Engage with clients to resolve queries and ensure satisfaction.
- Ensure compliance with service agreements and legal standards.
- Provide product support and alternative solutions to retain customer business.
Required Skills and Competencies
- Proficient in process knowledge, tools, and systems relevant to the role.
- Strong domain knowledge and problem-solving abilities.
- Collaborative working and attention to detail.
- Excellent communication and stakeholder management skills.
- Ability to drive execution excellence and client-centricity.
Why Join Us?
At Wipro, you will be part of a dynamic team dedicated to delivering exceptional IT services and consulting. As a Technical Lead, you will play a crucial role in shaping the success of our processes and client interactions. We offer a collaborative environment, opportunities for professional growth, and a commitment to excellence.