Technical Lead

2 months 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 Oversight: Review daily transactions on performance parameters, including reviewing performance dashboards and scores for the team, and supporting team members in improving performance parameters through technical support and process guidance.
  2. Technical Escalations: Handle technical escalations through effective diagnosis and troubleshooting of client queries, managing and resolving technical roadblocks and escalations as per SLA and quality requirements.
  3. Capability Development: Build people capability to ensure operational excellence and maintain superior customer service levels 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.

Stakeholder Interaction:

The Technical Lead will interact with various stakeholders, including Team Leaders, HR, TA, SEs, Production Specialists, and Clients, to ensure effective communication and collaboration.

Competencies:

  • Functional Competencies: Process Knowledge, Technical Knowledge, and Problem-Solving Skills.
  • Behavioral Competencies: Collaborative Working, Problem-Solving and Decision-Making, Attention to Detail, Execution Excellence, Stakeholder Management, and Effective Communication.

Performance Parameters:

  1. Process: Number 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.

Requirements:

The ideal candidate will have a strong background in process delivery, technical expertise, and leadership skills, with the ability to work effectively in a team environment and communicate with stakeholders at all levels.

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