Technical Lead

3 weeks ago

Mississauga, Canada Encore Theme Full time

Mississauga, Canada
- 2947751

**Role Purpose**
- The purpose of the role is to support process delivery byensuring daily performance of the Production Specialists, resolvetechnical escalations and develop technical capability within theProduction Specialists. _

**Do**

**Oversee and support process by reviewing daily transactionson performance parameters**
- Review performance dashboard and the scores for the team_
- Support the team in improving performance parameters byproviding 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 resolveall client queries_
- Resolve client queries as per the SLA’s defined in thecontract _
- Develop understanding of process/ product for the team membersto facilitate better client interaction and troubleshooting _
- Document and analyze call logs to spot most occurring trends toprevent future problems_
- Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution_
- Avoids legal challenges by monitoring compliance with serviceagreements_

**Handle technical escalations through effective diagnosis andtroubleshooting of client queries**
- Manage and resolve technical roadblocks/ escalations as per SLAand quality requirements _
- If unable to resolve the issues, timely escalate the issues toTA & SES_
- Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions_
- Troubleshoot all client queries in a user-friendly, courteousand professional manner_
- Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business_
- Organize ideas and effectively communicate oral messagesappropriate to listeners and situations_
- Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract SLA’s_

**Build people capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client**
- Mentor and guide Production Specialists on improving technicalknowledge_
- Collate trainings to be conducted as triage to bridge the skillgaps identified through interviews with the Production Specialist _
- Develop and conduct trainings (Triages) within products forproduction specialist as per target_
- Inform client about the triages being conducted_
- Undertake product trainings to stay current with productfeatures, changes and updates_
- Enroll in product specific and any other trainings per clientrequirements/recommendations_
- Identify and document most common problems and recommendappropriate resolutions to the team_
- Update job knowledge by participating in self learningopportunities and maintaining personal networks_

**Stakeholder Interaction**

**Stakeholder Type**

**Stakeholder Identification**

**Purpose of Interaction**

**Internal**
- Team Leaders_
- Performance review_
- HR- Hiring and employee engagement and retention_
- TA, SEs_
- Escalation and issue resolution_
- Production Specialist_
- Training, issue escalation/ resolution_

**External**
- Client_
- Query Resolution_

**Display**

Lists the competencies required to perform this role effectively:

- **
Functional Competencies/ Skill**
- Process Knowledge - Knowledge of assigned process, tools andsystems - **Competent**

**Competency Levels**

**Foundation**

Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with mínimal support and guidance.

**Competent**

Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.

**Expert**

Applies the competency in all situations and is serves as a guide toothers as well.

**Master**

Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.
- **
Behavioral Competencies**
- Domain Knowledge
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Stakeholder Management
- Client (Internal) Centricity
- Effective Communication

**Deliver**

**No.**

**Performance Parameter**

**Measure**

1.

Process

No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback,NSAT/ ESAT

2.

Team Management

Productivity, efficiency, absenteeism

3.

Capability development

Triages completed, Technical Test performance

DataStage

  • Otm Technical Development Lead

    3 days ago

    Mississauga, Canada Kuehne+Nagel Full time

    We are looking for a OTM Technical Development Lead for our Contract Logistics division/office based in Mississauga. - ** Your Role **:You will require advanced technical domain knowledge of Oracle Transport Management (OTM). You will understand several OTM modules such as order management, shipment management, contract rate management, finance, business...

  • Otm Technical Development Lead

    3 days ago

    Mississauga, Canada Kuehne+Nagel Full time

    We are looking for a OTM Technical Development Lead for our Contract Logistics division/office based in Mississauga. - ** Your Role **:You will require advanced technical domain knowledge of Oracle Transport Management (OTM). You will understand several OTM modules such as order management, shipment management, contract rate management, finance, business...

  • Oracle Xstore Technical Lead

    3 weeks ago

    Mississauga, Canada Infosys Full time

    Infosys is seeking Technical Lead with Xstore/POS experience. The position will primarily be responsible for providing solutions on the Oracle XStore product implementation specific to customer requirements. The selected candidate be experienced and knowledgeable in Xstore POS framework and should be able to provide solutions in implementation/Support...

  • Technical / Commercial Lead

    3 weeks ago

    Mississauga, Canada Körber Supply Chain Ltd.​ - Parcel Full time

    Körber is the home for passionate people who innovate, collaborate, and love what they do. Entrepreneurial spirit is our joint DNA. We develop future technologies and support talents to deploy their skills and reach their full potential. We combine our strong heritage with our understanding of local specifics and a global mindset to bring people together...

  • Oracle Xstore Technical Lead

    3 weeks ago

    Mississauga, Canada Infosys Full time

    Infosys is seeking Technical Lead with Xstore/POS experience. The position will primarily be responsible for providing solutions on the Oracle XStore product implementation specific to customer requirements. The selected candidate be experienced and knowledgeable in Xstore POS framework and should be able to provide solutions in implementation/Support...

  • Oracle Xstore Technical Lead

    3 weeks ago

    Mississauga, Canada Infosys Full time

    Infosys is seeking Technical Lead with Xstore/POS experience. The position will primarily be responsible for providing solutions on the Oracle XStore product implementation specific to customer requirements. The selected candidate be experienced and knowledgeable in Xstore POS framework and should be able to provide solutions in implementation/Support...

  • Oracle Xstore Technical Lead

    3 weeks ago

    Mississauga, Canada Infosys Full time

    Infosys is seeking Technical Lead with Xstore/POS experience. The position will primarily be responsible for providing solutions on the Oracle XStore product implementation specific to customer requirements. The selected candidate be experienced and knowledgeable in Xstore POS framework and should be able to provide solutions in implementation/Support...

  • SAP Technical Lead

    5 days ago

    Mississauga, Canada City of Mississauga Full time

    Req ID: 24817 Vacancy Type: Permanent Number of Positions: 1 Closing Date: 03/29/2024 **Job Summary**: **Duties and Responsibilities**: - Act as a liaison between technology teams and business units. - Lead, prioritize and follow up with issues to ensure resolution. - Provide functional guidance, coach and mentor SAP HCM and Payroll Functional Specialists...

  • Production Technical Lead @ Mississauga

    3 days ago

    Mississauga, Canada Atlantis IT group Full time

    **Production Technical Lead** **4880 Tahoe Blvd, Mississauga, ON - Hybrid** **Full Time** **Need to be ready for flexible with timings as it is 24/7 support** **Primary -** **Java, python, J Boss, Tom Cat, db2, IBM CMOD** **"Required Skills**: Experience ITIL Framework and processes - Incident Mgmt, Problem Mgmt, Change Mgmt knowledge. Expertise in...

  • Salesforce Technical Architect

    1 week ago

    Mississauga, Canada Cloud SynApps Inc. Full time

    Salesforce Technical Architect | What You Will DoTechnical Architect is a Senior Consulting role at Cloud SynApps Inc. who is responsible for leading the Salesforce engagements as a senior technology leader and responsible for:Connect with clients to become a trusted technical advisor.Self-starter, self-confident, self-motivated, enthusiastic, and have an...

  • Salesforce Technical Architect

    1 week ago

    Mississauga, Canada Cloud SynApps Inc. Full time

    Salesforce Technical Architect | What You Will DoTechnical Architect is a Senior Consulting role at Cloud SynApps Inc. who is responsible for leading the Salesforce engagements as a senior technology leader and responsible for:Connect with clients to become a trusted technical advisor.Self-starter, self-confident, self-motivated, enthusiastic, and have an...

  • Salesforce Technical Architect

    1 week ago

    Mississauga, Canada Cloud SynApps Inc. Full time

    Salesforce Technical Architect | What You Will DoTechnical Architect is a Senior Consulting role at Cloud SynApps Inc. who is responsible for leading the Salesforce engagements as a senior technology leader and responsible for:Connect with clients to become a trusted technical advisor.Self-starter, self-confident, self-motivated, enthusiastic, and have an...

  • Technical Expert

    3 days ago

    Mississauga, Canada Atos Full time

    **Publication Date**: Feb 20, 2023 **Ref. No**: 468888 **Location**: Mississauga, ON, CA, L5R 3G5 The future is our choice At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people’s skills and backgrounds to make the right choices...

  • Technical Consultant

    4 weeks ago

    Mississauga, Canada Merative Full time

    Join a team dedicated to supporting the crucial mission of improving health outcomes. In this role you will work with the world’s most influential enterprises to transform business operations with new technology. You will leverage in-depth knowledge, experience and insight to address clients’ business issues (which may include client, industry or...

  • Datacenter Technical Consultant

    3 days ago

    Mississauga, Canada DXC Technology Full time

    Provide data center technology consulting to external customers and internal project teams. Responsible for providing technical support and/or leadership in the creation and delivery of data center technology solutions designed to meet customers’ business needs and, consequently, for understanding customers’ businesses. As trusted advisor create and...

  • Proposal Lead

    4 weeks ago

    Mississauga, Canada Tetra Tech Full time

    Discover your full potential. At Tetra Tech, we are collaborating with industry-leading experts for a sustainable future for our world. We combine consulting and engineering with advanced analytics and technology to solve the world’s most complex challenges. Our innovation hubs across the globe will enable you to share ideas and best practices while...

  • Proposal Lead

    7 days ago

    Mississauga, Canada Tetra Tech Full time

    Discover your full potential. At Tetra Tech, we are collaborating with industry-leading experts for a sustainable future for our world. We combine consulting and engineering with advanced analytics and technology to solve the world’s most complex challenges. Our innovation hubs across the globe will enable you to share ideas and best practices while...

  • Technical Engineering Manager

    4 weeks ago

    Mississauga, Ontario, Canada AtkinsRéalis Full time

    Technical Engineering Manager - Fuel Channel and Calandria VesselAre you looking for a company that works on major engineering projects all over the world? Do you want to make a difference by improving the daily lives of communities worldwide? Are you seeking to join an inclusive and diverse team that you can truly count on? You've come to the right...

  • Machine Learning Technical Lead

    1 week ago

    Mississauga, Canada Symcor Inc. Full time

    About Symcor Symcor enables secure data exchanges and supporting business processes, to help clients succeed in an evolving digital world. Trusted by Canada's largest institutions for over 25 years to support their digital transformations, Symcor aligns industry participants to solve common challenges in the most effective and efficient way. Our goal is for...

  • Technical Product Owner

    3 days ago

    Mississauga, Canada AstraZeneca Full time

    **Technical Product Owner - **EUCAN IT **Macclesfield OR **Milan OR Barcelona OR Madrid OR Vienna OR M**ississauga** **_ Competitive salary & benefits on offer._** **_Close Date: 18th July 2023_** **ABOUT ASTRAZENECA** AstraZeneca is a global, innovation-driven BioPharmaceutical business that focuses on the discovery, development and commercialisation of...