Technical Lead – L1 | Wipro | Recruitment 2025 | Latest Jobs

Job description:

We are looking to add a driven and talented Technical Lead-L1 to our vibrant team. Leading a group of engineers, giving technical guidance, and guaranteeing the delivery of superior software solutions are the duties of a Technical Lead at this level. Designing, implementing, and maintaining systems that support business goals will require tight collaboration with cross-functional teams.

Roles for Technical Lead – L1:

Oversee and support process by reviewing daily transactions on performance parameters

• Examine the team’s performance dashboard and scores.
• Assist the group in raising performance metrics by offering process direction and technical assistance.
• Keep a record of every question you receive, the measures you take to solve problems, and the number of successful and unsuccessful resolutions you achieve.
• Make sure that all client inquiries are addressed using regular processes and procedures.
• Respond to customer inquiries in accordance with the SLAs specified in the agreement.
• Improve team members’ comprehension of the process and product to enable improved client communication and troubleshooting.
• To avoid issues in the future, record and examine call logs to identify the most prevalent trends.
• Recognize warning signs and report significant customer concerns to the team leader if they are not promptly resolved.
• Make sure clients receive all product disclosures and information both before and after the call or email requests.
• prevents legal issues by keeping an eye on service agreement compliance.

Handle technical escalations through effective diagnosis and troubleshooting of client queries

• Oversee and address technical issues and escalations in accordance with SLA and quality standards.
• Issues should be promptly escalated to TA & SES if they cannot be resolved.
• Diagnose clients’ questions and walk them through step-by-step solutions to provide product support and resolution.
• Respond to all customer inquiries in a polite, professional, and user-friendly manner.
• When applicable, provide clients with alternate alternatives with the goal of keeping clients’ business.
• Arrange concepts and deliver oral communications in a way that is suitable for the audience and the circumstances.
• Follow up with customers and plan follow-up calls to get their input and check sure the contract’s SLAs are being followed.

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

• Help Production Specialists advance their technical expertise by serving as a mentor.
• Organize trainings to fill in the skill gaps found by the Production Specialist’s interviews as a first step.
• Create and carry out product-specific trainings (triages) for production specialists in accordance with the goal.
• Tell the client about the triage that is taking place.
• Attend product trainings to remain up to date on the latest features, modifications, and upgrades.
• Participate in trainings tailored to your product and any additional ones suggested by your client.
• Determine the most prevalent issues, record them, and suggest suitable fixes to the group.
• Participate in self-learning activities and keep up with personal networks to stay current on job information.

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