Job Title: Technical Lead - L1
Company: Wipro Limited
Location: Bengaluru, India
Requisition ID: 48172
Job Type: Full-Time (Work from Office Only)
About the Company:
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a global leader in technology services and consulting. With a workforce of over 230,000 employees and partners across 65 countries, Wipro provides comprehensive capabilities in consulting, design, engineering, and operations to help clients navigate complex digital transformations and build future-ready enterprises. For more information, visit www.wipro.com.
Role Purpose:
To support end-to-end process delivery by monitoring and guiding Production Specialists, resolving technical escalations, and enhancing technical proficiency across the team to meet service excellence targets.
Key Responsibilities:
Process Oversight and Issue Resolution:
Review daily transaction performance and dashboard scores of Production Specialists.
Ensure timely and efficient resolution of client queries in line with SLAs.
Guide team members with technical and process support to meet performance benchmarks.
Document queries and troubleshooting steps, identifying repeat issues for proactive resolution.
Escalate serious or unresolved issues to Team Leader, TA, or SES as appropriate.
Ensure full compliance with standard operating procedures and client disclosure norms.
Technical Escalation Handling:
Resolve complex technical issues through methodical diagnosis and user-friendly support.
Guide users with step-by-step solutions and provide product resolution assistance.
Communicate clearly and professionally in all customer interactions.
Follow up with customers for feedback and SLA compliance.
People Development and Capability Building:
Mentor Production Specialists on technical knowledge and process adherence.
Identify skill gaps through performance interviews and plan targeted training sessions (triages).
Conduct and report on training activities, ensuring alignment with client requirements.
Stay updated through product-specific and self-learning initiatives.
Maintain team capability by documenting frequent issues and promoting standard resolutions.
Performance Metrics:
Process Excellence: Number of cases resolved, compliance to quality standards, SLA adherence, customer feedback (Pulse, NSAT/ESAT).
Team Management: Productivity, absenteeism, operational efficiency.
Capability Development: Number of triages completed, performance in technical assessments.
Why Join Wipro:
Wipro is evolving into a modern digital transformation partner driven by bold ambitions. The organization encourages career reinvention, values continuous learning, and provides a purpose-driven, inclusive environment for professional growth.
Equal Opportunity Statement:
Wipro is an Equal Opportunity Employer. All applicants are evaluated based on merit, regardless of race, religion, gender, disability, or any other status protected by law. Reasonable accommodations are available during the recruitment process upon request.
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