Senior Technical Operations Manager
1 week ago
Job Overview
The role of a Senior Technical Operations Manager at Wipro requires an individual to oversee the daily performance of Production Specialists, resolve technical escalations, and develop technical capability within the team. To achieve this, one must ensure that standard processes and procedures are followed to resolve client queries effectively.Key Responsibilities:
• Oversee and support process delivery by ensuring daily performance of Production Specialists
• Resolve technical escalations and develop technical capability within the team
• Review daily transactions on performance parameters and review performance dashboard and 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 compliance with service agreements and develop understanding of process/product for team members to facilitate better client interaction and troubleshooting
• Document and analyze call logs to spot most occurring trends to prevent future problems and identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
• 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 and 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 and follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs
• Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
Salary Range: $80,000 - $120,000 per annum based on experience and location.
Required Skills and Qualifications:
• Process knowledge: Knowledge of assigned process, tools, and systems
• Collaborative working: Ability to work collaboratively with team members to achieve common goals
• Problem-solving and decision-making: Strong analytical and problem-solving skills with ability to make informed decisions
• Attention to detail: High level of attention to detail to ensure accuracy and quality in all aspects of work
• Execution excellence: Proven track record of delivering high-quality results under tight deadlines
• Stakeholder management: Excellent communication and interpersonal skills to manage stakeholders effectively
• Client-centricity: Strong focus on providing exceptional customer service to internal and external clients
• Effective communication: Ability to articulate complex information in a clear and concise manner
Benefits:
• Comprehensive health insurance
• Retirement plan
• Paid time off and holidays
• Professional development opportunities
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