Technical Lead L1

Wipro•Minneapolis, MN

About The Position

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. This role involves overseeing and supporting the process by reviewing daily transactions on performance parameters, reviewing performance dashboards, and supporting the team in improving performance parameters by providing technical support and process guidance. The role also requires recording, tracking, and documenting all queries, problem-solving steps, and resolutions, ensuring standard processes are followed, and resolving client queries as per defined SLAs. Additionally, it involves developing an understanding of the process/product for team members, documenting and analyzing call logs to identify trends, identifying red flags, escalating serious client issues, and ensuring compliance with service agreements to avoid legal challenges. The Technical Lead L1 also handles technical escalations through effective diagnosis and troubleshooting, managing and resolving technical roadblocks as per SLA and quality requirements, and escalating issues to TA & SES if unable to resolve. They provide product support and resolution by performing question diagnosis and guiding users through step-by-step solutions, troubleshooting client queries courteously and professionally, offering alternative solutions, and following up with customers to ensure contract SLA compliance. Furthermore, the role focuses on building people capability for operational excellence and superior customer service by mentoring and guiding Production Specialists, collating trainings to bridge skill gaps, developing and conducting trainings, informing clients about conducted triages, and undertaking product trainings to stay current with product features. Updating job knowledge through self-learning and maintaining personal networks is also a key aspect.

Requirements

Mandatory Skills: Enterprise Platform Engineering Java
Experience: 5-8 Years

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
Avoids 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 escalate the issues 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