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Technical Lead - IT

IT/Software
Wipro
Bangalore, Karnataka. Bangalore, Karnataka [KR]
Company Details
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 220,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.
Job Details
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. 

Do

  1. Oversee and support process by reviewing daily transactions on performance parameters
    1. Review performance dashboard and the scores for the team
    2. Support the team in improving performance parameters by providing technical support and process guidance
    3. Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
    4. Ensure standard processes and procedures are followed to resolve all client queries
    5. Resolve client queries as per the SLA’s defined in the contract
    6. Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
    7. Document and analyze call logs to spot most occurring trends to prevent future problems
    8. Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
    9. Ensure all product information and disclosures are given to clients before and after the call/email requests
    10. Avoids legal challenges by monitoring compliance with service agreements
  1. Handle technical escalations through effective diagnosis and troubleshooting of client queries
    1. Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
    2. If unable to resolve the issues, timely escalate the issues to TA & SES
    3. Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
    4. Troubleshoot all client queries in a user-friendly, courteous and professional manner
    5. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
    6. Organize ideas and effectively communicate oral messages appropriate to listeners and situations
    7. Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s
Qualification Any Degree or Equivalent knowledge in related field
Salary As per Norms
Employment Type Full-Time