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TECHNICAL LEAD L1Wipro • Winnipeg, Canada
TECHNICAL LEAD L1

TECHNICAL LEAD L1

Wipro • Winnipeg, Canada
4 days ago
Job type
  • Full-time
Job description
Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.

Responsibilities

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

Avoid legal challenges by monitoring compliance with service agreements

Handle technical escalations through effective diagnosis and troubleshooting of client queries

Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements

If unable to resolve the issues, timely escalation to TA & SES

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

Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

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

Delivery Metrics

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

Mandatory Skills Product Testing.

Experience 5-8 Years.

About Wipro Reinvent your world. We are building a modern Wipro, an end‑to‑end digital transformation partner with bold ambitions to realize evolution of our business and industry. Join a business powered by purpose that empowers you to design your own reinvention.

EEO Statement Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants, including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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TECHNICAL LEAD L1 • Winnipeg, Canada

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