Technical Lead

2 weeks ago

Melbourne, Victoria, Australia Wipro Full time
Job Description

As a Technical Lead, you will play a crucial role in supporting process delivery by ensuring daily performance of the Production Specialists, resolving technical escalations, and developing technical capability within the team.

Key Responsibilities
  1. Process Delivery
  • 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
Technical Escalation Resolution
  • 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
Capability Development
  • 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
Stakeholder Interaction

As a Technical Lead, you will interact with various stakeholders, including:

  • Team Leaders: Performance review
  • HR: Hiring and employee engagement and retention
  • TA, SEs: Escalation and issue resolution
  • Production Specialist: Training, issue escalation/resolution
  • Client: Query Resolution
Competencies

The ideal candidate will possess the following competencies:

  • Functional Competencies/Skill
    • Process Knowledge - Knowledge of assigned process, tools, and systems - Competent

Competency Levels

Foundation: Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent: Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert: Applies the competency in all situations and serves as a guide to others as well.

Master: Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

  • Behavioral Competencies
    • Domain Knowledge
    • Collaborative working
    • Problem-solving and decision-making
    • Attention to Detail
    • Execution Excellence
    • Stakeholder Management
    • Client (Internal) Centricity
    • Effective Communication
Performance Parameters

The performance of the Technical Lead will be measured against the following parameters:

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

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