Technical Lead - L1 Job in Wipro Limited
Technical Lead - L1
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Full-time
Technical Lead - L1 | Mumbai, India
Country/Region: IN
About Wipro
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a global leader in technology services and consulting. We deliver innovative digital transformation solutions across 65 countries with over 230,000 employees.
Role Purpose
The Technical Lead - L1 role focuses on supporting process delivery, overseeing the performance of Production Specialists, and resolving technical escalations. The role also involves developing the technical capability of the team and ensuring excellent client service.
Key Responsibilities
Process and Performance Management
- Review daily performance metrics and transactions for the team.
- Provide technical support and guidance to improve performance parameters.
- Track and resolve client queries in compliance with SLAs.
- Document trends from client issues to develop preventive measures.
Technical Escalation & Troubleshooting
- Diagnose and resolve technical issues promptly and professionally.
- Escalate unresolved issues to relevant teams for timely resolution.
- Provide clients with step-by-step troubleshooting guidance.
- Follow up with clients to collect feedback and ensure service compliance.
Capability Development and Training
- Mentor Production Specialists and improve their technical capabilities.
- Identify skill gaps and conduct targeted training sessions (triages).
- Stay updated with product changes through ongoing training programs.
- Share best practices with the team for continuous improvement.
Team Management and Client Engagement
- Monitor team productivity, efficiency, and absenteeism.
- Track client feedback and performance metrics (Pulse score, NSAT/ESAT).
- Ensure client satisfaction by resolving technical queries and providing exceptional service.
Key Performance Metrics
- Process: Number of cases resolved, compliance to SLAs, customer feedback (NSAT/ESAT).
- Team Management: Productivity, efficiency, absenteeism rates.
- Capability Development: Triages completed, technical test performance.
Why Join Wipro?
Join Wipro and contribute to transformative digital solutions with cutting-edge technology. Be a part of our diverse, inclusive team where innovation thrives. Applications from people with disabilities are explicitly welcome.
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