Technical Lead
4 weeks ago
Job Title: Technical Lead
Job Summary:
We are seeking a highly skilled Technical Lead to join our team at Wipro. As a Technical Lead, you will be responsible for overseeing the daily performance of our Production Specialists, resolving technical escalations, and developing technical capability within the team.
Key Responsibilities:
- Process Delivery: Oversee and support process delivery by reviewing daily transactions on performance parameters, ensuring compliance to process and quality standards, and meeting process level SLAs.
- Technical Escalations: Handle technical escalations through effective diagnosis and troubleshooting of client queries, managing and resolving technical roadblocks/escalations as per SLA and quality requirements.
- Capability Development: Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client by mentoring and guiding Production Specialists on improving technical knowledge, developing and conducting trainings, and identifying and documenting most common problems and recommending appropriate resolutions to the team.
Requirements:
- Functional Competencies: Process Knowledge - Knowledge of assigned process, tools, and systems - Competent
- 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:
- 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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