WIPRO IS HIRING TECHNICAL LEAD

Location: Hyderabad, India
Category: Tech Hiring
Job ID: 3082067

Role Purpose:
The role aims to support process delivery by ensuring the daily performance of Production Specialists, resolving technical escalations, and developing technical capabilities within the team.

Responsibilities:

Process Oversight and Support:

• Review daily transactions on performance parameters.
• Analyze performance dashboards and team scores.
• Assist the team in enhancing performance parameters by providing technical support and process guidance.
• Record, track, and document all queries, problem-solving steps, and resolutions.
• Ensure standard processes and procedures are followed to resolve client queries.
• Address client queries per the SLA defined in the contract.
• Develop a comprehensive understanding of the process/product to facilitate better client interaction and troubleshooting.
• Document and analyze call logs to identify recurring issues and prevent future problems.
• Escalate serious client issues to the Team Leader when necessary.
• Ensure all product information and disclosures are provided to clients before and after call/email requests.
• Monitor compliance with service agreements to avoid legal challenges.

Technical Escalations Management:

• Diagnose and troubleshoot client queries to resolve technical escalations.
• Manage and resolve technical issues per SLA and quality requirements.
• Escalate unresolved issues timely to TA & SES.
• Provide product support and resolutions by guiding users through step-by-step solutions.
• Troubleshoot client queries professionally and courteously.
• Offer alternative solutions to retain customers’ and clients’ business.
• Communicate ideas effectively and appropriately to listeners and situations.
• Follow up with clients to record feedback and ensure SLA compliance.

People Capability Building:

• Mentor and guide Production Specialists to improve technical knowledge.
• Conduct triage training to bridge skill gaps identified through interviews with Production Specialists.
• Develop and conduct product training sessions for Production Specialists.
• Inform clients about the training being conducted.
• Stay updated on product features, changes, and updates through training.
• Participate in self-learning opportunities and maintain personal networks to enhance job knowledge.

Stakeholder Interaction:

Internal:

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

External:

• Client: Query resolution.

Competencies Required:

• Process Knowledge: Knowledgeable and competent in assigned processes, tools, and systems.

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:
   • Number of cases resolved per day.
   • Compliance with process and quality standards.
   • Meeting process-level SLAs.
   • Pulse score.
   • Customer feedback.
   • NSAT/ESAT scores.
2. Capability Development:
   • Triages completed.
   • Technical test performance.

Product Focus: SAP TM – Transportation Management

Apply Now: Wipro Hiring Technical Leads