Wipro
**Technical Lead L1 – Wipro**
Join the Wipro team as a Technical Lead L1. The role supports process delivery by ensuring daily performance of Production Specialists, resolving technical escalations, and developing technical capability within the team.
Responsibilities
Oversee and support process
Review performance dashboard and scores for the team.
Support the team in improving performance parameters through technical support and process guidance.
Record, track, and document all queries received, problem‑solving steps taken, and resolution outcomes.
Ensure standard processes and procedures are followed to resolve all client queries.
Resolve client queries in accordance with SLA’s defined in the contract.
Develop team understanding of processes/products to facilitate better client interaction and troubleshooting.
Document and analyze call logs to spot trends and prevent future problems.
Identify red flags and escalate serious client issues to the Team Leader when resolution is delayed.
Provide product information and disclosures to clients before and after call/email requests.
Monitor compliance with service agreements to avoid legal challenges.
Handle technical escalations
Manage and resolve technical roadblocks/escalations per SLA and quality requirements.
Escalate unresolved issues to TA & SES promptly.
Diagnose and troubleshoot client queries, guiding users through step‑by‑step solutions.
Troubleshoot all client queries in a courteous and professional manner.
Offer alternative solutions to maintain customer relationships.
Communicate ideas effectively and follow up with scheduled callbacks to record feedback.
Build people capability
Mentor and guide Production Specialists on technical knowledge improvement.
Identify skill gaps through interviews and coordinate triage trainings.
Develop and conduct product triages for production specialists.
Inform clients about the triages being conducted.
Participate in product trainings to stay current with features and updates.
Enroll in additional trainings as recommended by clients.
Document common problems and recommend suitable resolutions.
Maintain personal job knowledge through self‑learning and networking.
Deliverables
Performance Parameters:
Measure cases resolved per day, compliance to process and quality standards, SLA attainment, pulse score, customer feedback, NSAT/ESAT.
Team Management:
Productivity, efficiency, absenteeism.
Capability Development:
Triages completed, technical test performance.
Experience & Compensation • Experience: 5‑8 years • Expected compensation: $60,000 – $135,000 (location and experience dependent). Eligible for Wipro’s standard benefits, including medical, dental, disability insurance, paid time off, and additional leave options.
Equal Employment Opportunity Wipro provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.
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Join the Wipro team as a Technical Lead L1. The role supports process delivery by ensuring daily performance of Production Specialists, resolving technical escalations, and developing technical capability within the team.
Responsibilities
Oversee and support process
Review performance dashboard and scores for the team.
Support the team in improving performance parameters through technical support and process guidance.
Record, track, and document all queries received, problem‑solving steps taken, and resolution outcomes.
Ensure standard processes and procedures are followed to resolve all client queries.
Resolve client queries in accordance with SLA’s defined in the contract.
Develop team understanding of processes/products to facilitate better client interaction and troubleshooting.
Document and analyze call logs to spot trends and prevent future problems.
Identify red flags and escalate serious client issues to the Team Leader when resolution is delayed.
Provide product information and disclosures to clients before and after call/email requests.
Monitor compliance with service agreements to avoid legal challenges.
Handle technical escalations
Manage and resolve technical roadblocks/escalations per SLA and quality requirements.
Escalate unresolved issues to TA & SES promptly.
Diagnose and troubleshoot client queries, guiding users through step‑by‑step solutions.
Troubleshoot all client queries in a courteous and professional manner.
Offer alternative solutions to maintain customer relationships.
Communicate ideas effectively and follow up with scheduled callbacks to record feedback.
Build people capability
Mentor and guide Production Specialists on technical knowledge improvement.
Identify skill gaps through interviews and coordinate triage trainings.
Develop and conduct product triages for production specialists.
Inform clients about the triages being conducted.
Participate in product trainings to stay current with features and updates.
Enroll in additional trainings as recommended by clients.
Document common problems and recommend suitable resolutions.
Maintain personal job knowledge through self‑learning and networking.
Deliverables
Performance Parameters:
Measure cases resolved per day, compliance to process and quality standards, SLA attainment, pulse score, customer feedback, NSAT/ESAT.
Team Management:
Productivity, efficiency, absenteeism.
Capability Development:
Triages completed, technical test performance.
Experience & Compensation • Experience: 5‑8 years • Expected compensation: $60,000 – $135,000 (location and experience dependent). Eligible for Wipro’s standard benefits, including medical, dental, disability insurance, paid time off, and additional leave options.
Equal Employment Opportunity Wipro provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.
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