Technical Lead

6 days ago


Pune, Maharashtra, India Wipro Full time
Job Description

Job Summary

The Technical Lead role at Wipro is responsible for ensuring daily performance of the Production Specialists, resolving technical escalations, and developing technical capability within the team.

Key Responsibilities

  • Oversee and support process by reviewing daily transactions on performance parameters
  • 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 standard processes and procedures are followed to resolve all client queries
  • Resolve client queries as per 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
  • 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

Requirements

  • Process Knowledge: Knowledge of assigned process, tools, and systems
  • Collaborative working
  • Problem solving and decision making
  • Attention to Detail
  • Execution Excellence
  • Stakeholder Management
  • Client (Internal) Centricity
  • Effective Communication

Performance Parameters

  • No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ESAT
  • Productivity, efficiency, absenteeism
  • Triages completed, Technical Test performance RPA

Company: Wipro


  • Technical Architect

    1 week ago


    Pune, Maharashtra, India SGS Technical Services Pvt. Ltd Full time

    About the Role:This is a challenging and rewarding opportunity for an experienced Technical Lead to join our team at SGS Technical Services Pvt. Ltd. As a Tech Lead, you will be responsible for providing technical guidance and support to our development team, ensuring the delivery of high-quality software solutions that meet our customers' needs.Key...

  • Tech Lead

    4 weeks ago


    Pune, Maharashtra, India SGS Technical Services Pvt. Ltd Full time

    Job Title: Tech LeadJob Summary:We are seeking a highly skilled Tech Lead to join our team at SGS Technical Services Pvt. Ltd. The successful candidate will be responsible for leading the technical direction of our software development team, ensuring the delivery of high-quality solutions that meet our clients' needs.Key Responsibilities:Provide technical...

  • Technical Lead

    3 weeks ago


    Pune, Maharashtra, India LotusFlare Full time

    Job Title: Technical LeadJob Summary:We are seeking a highly skilled Technical Lead to join our team at LotusFlare. As a Technical Lead, you will be responsible for leading technical aspects of integrating and launching our offering, LotusFlare DNO Cloud, with customers from kickoff to go-live.Key Responsibilities:Lead technical relationship with customers,...

  • Technical Lead

    2 weeks ago


    Pune, Maharashtra, India Nasdaq Full time

    We are seeking a highly skilled Technical Lead to join our team at {company}. The ideal candidate will have a strong background in software development and experience leading technical projects.Responsibilities:Lead the development of new features and projectsCollaborate with cross-functional teams to identify and prioritize technical requirementsDesign and...

  • Technical Lead

    1 week ago


    Pune, Maharashtra, India ifasonline Full time

    Job Title: Technical LeadJob Summary:As a Technical Lead, you will oversee the development and implementation of software solutions. Your expertise will guide the team in making strategic technical decisions.Key Responsibilities: Lead the development team to create high-quality software solutions Collaborate with cross-functional teams to ensure alignment...

  • Technical Lead

    4 weeks ago


    Pune, Maharashtra, India Valcon USA Full time

    Job Description:We are seeking a highly skilled Technical Lead to join our team at Valcon USA. As a Technical Lead, you will be responsible for leading a team of developers in the design, development, and deployment of high-quality software applications.Key Responsibilities:Lead a team of developers in the development of software applications using the MERN...

  • Technical Lead

    1 week ago


    Pune, Maharashtra, India Prometteur Solutions Pvt. Ltd. Full time

    About the RoleAs a Technical Lead at our company, you will be responsible for leading a team of software developers to design, develop, and deploy high-quality software applications. You will work closely with cross-functional teams to ensure timely delivery of projects and provide technical guidance to junior team members.ResponsibilitiesLead and manage a...

  • Technical Lead

    2 weeks ago


    Pune, Maharashtra, India LotusFlare Full time

    Job SummaryWe are seeking a highly skilled Technical Lead to join our team at LotusFlare. As a Technical Lead, you will be responsible for managing cloud-native web-apps-related software projects and leading a team of engineers.ResponsibilitiesLead cloud-native web-apps-related software projects and ensure timely delivery.Manage a team of engineers and...

  • Technical Lead

    4 weeks ago


    Pune, Maharashtra, India Etraveli Group Full time

    About Etraveli GroupWe are a technology company with a passion for innovation and a commitment to excellence. Our headquarters are located in Uppsala, and we have offices in Stockholm, Gothenburg, Athens, Toronto, Buenos Aires, Pune, and Mumbai. We are a fast-paced and dynamic organization that thrives on creativity and collaboration.Job DescriptionWe are...

  • Technical Lead

    3 weeks ago


    Pune, Maharashtra, India nCircle Tech Pvt. Ltd. Full time

    Job Title: Technical LeadJob Description:nCircle Tech Pvt. Ltd. is seeking a highly skilled and dedicated Technical Lead to join our dynamic team in Pune. As a Technical Lead, you will be responsible for leading the development of our 3D Engineering software solutions. You will work closely with our team to design, develop, and deploy scalable web...

  • Technical Lead

    6 days ago


    Pune, Maharashtra, India People First Consultants Full time

    We are seeking a skilled Technical Lead to join our team at People First Consultants. In this role, you will be responsible for leading the development of high-quality software solutions using a broad range of tools, languages, and frameworks.MissionWe are interested in hearing from individuals with a critical thinking mindset and a strong sense of...

  • Technical Lead

    3 weeks ago


    Pune, Maharashtra, India Talent Corner Full time

    Roles and ResponsibilitiesAs a key member of the Talent Corner team, we are seeking an experienced professional to join our ranks as a Technical Manager. In this role, you will be responsible for leading the development and integration of cutting-edge electronics and firmware solutions within the Public Transport sector.Key responsibilities will...

  • Technical Lead

    6 days ago


    Pune, Maharashtra, India Talent Corner Full time

    About the Role: We are seeking a skilled Technical Manager to join our team at Talent Corner. As a key member of our product development team, you will be responsible for leading the integration of electronics and firmware development within the Public Transport sector.Key Responsibilities:Lead the development and integration of firmware and software...

  • Technical Lead

    4 weeks ago


    Pune, Maharashtra, India Magna Full time

    About the RoleWe are seeking a highly skilled Technical Lead to join our team at Magna. As a Technical Lead, you will be responsible for leading a team of functional discipline engineers while still performing technical tasks within the project and company mandated targets.Your ResponsibilitiesAct as primary management interface and escalation for all...

  • Technical Lead

    3 weeks ago


    Pune, Maharashtra, India JLL Full time

    Job SummaryJLL is seeking a highly skilled Technical Lead to join our team. As a Technical Lead, you will be responsible for ensuring successful engineering and energy service delivery to our clients across the South Asia portfolio.Key ResponsibilitiesDevelop and cultivate a "One Team" IFM culture that demonstrates collaborative behaviors at all times, both...

  • Technical Lead

    4 weeks ago


    Pune, Maharashtra, India ZK Technologies Full time

    Job DescriptionZK Technologies is seeking a highly skilled Technical Lead to join our team.Key ResponsibilitiesLead the development of.NET and SQL projects, including microservices architecture.Critique business, functional, and technical requirements, ensuring alignment with company goals.Promote and define development standards, ensuring consistency and...

  • Technical Lead

    3 weeks ago


    Pune, Maharashtra, India ZK Technologies Full time

    Job DescriptionZK Technologies is seeking a highly skilled Technical Lead to join our team. As a key member of our engineering team, you will be responsible for leading the development of complex software systems and mentoring junior engineers.Key ResponsibilitiesLead the design and development of software systems, ensuring they meet the required quality and...

  • Technical Lead

    3 weeks ago


    Pune, Maharashtra, India Ve3 Full time

    About Ve3We are a dynamic and innovative company committed to delivering exceptional solutions that empower our clients to succeed. With a global footprint and a decade of expertise, we drive real results.Job OverviewWe are seeking a talented and experienced Technical Lead to join our growing team. The ideal candidate will have a solid background in cloud...

  • Technical Lead

    4 weeks ago


    Pune, Maharashtra, India Zinnia Full time

    About ZinniaZinnia is a cutting-edge technology company that accelerates innovation and empowers better risk-based outcomes in the insurance industry.Job Title: Technical LeadWe are seeking a highly skilled Technical Lead to join our team and contribute to the design, development, and maintenance of our software platforms.Key Responsibilities:Work with...

  • Technical Lead

    4 weeks ago


    Pune, Maharashtra, India Etraveli AB Full time

    About E-Traveli GroupWe are a technology company with a global presence, operating on 6 continents, 75 countries, and 35 languages. Our headquarters are located in Uppsala, and we have offices in Stockholm, Gothenburg, Athens, Toronto, Buenos Aires, Pune, and Mumbai. We are a fast-paced environment that leverages agile planning techniques, encourages...