Technical Lead

3 weeks ago


Melbourne, Victoria, Australia Wipro Full time

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 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, ensuring compliance to process and quality standards, and meeting process level SLAs.
  2. 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.
  3. 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, developing and conducting trainings, and identifying and documenting most common problems and recommending appropriate resolutions to the team.

Requirements:

  • Functional Competencies/ Skill: 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:

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

Language: English


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