Technical Lead

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 holistic portfolio of capabilities in consulting design engineering and operations we help clients realize their boldest ambitions and build future-ready sustainable businesses With over 230 000 employees and business partners across 65 countries we deliver on the promise of helping our customers colleagues and communities thrive in an ever-changing world For additional information visit us at www wipro com 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 Do 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 escalate 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 Avoids 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 escalate the issues to TA SES Provide product support and resolution to clients by performing a question diagnosis 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 where appropriate 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 call backs 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 Deliver No Performance Parameter Measure 1 Process No of cases resolved per day compliance to process and quality standards meeting process level SLAs Pulse score Customer feedback NSAT ESAT 2 Team Management Productivity efficiency absenteeism 3 Capability development Triages completed Technical Test performance Mandatory Skills Ab Initio Experience 5-8 Years 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 Come to Wipro Realize your ambitions Applications from people with disabilities are explicitly welcome