Technical Lead

2 weeks ago

London, Ontario, Canada Wipro Technologies Full time
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job 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.

Responsibilities

- Oversee and support process by reviewing daily transactions on performance parameters

- Review performance dashboard and the scores for the team

- Support the team in improving performance parameters by providing 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 resolve all client queries

- Resolve client queries as per the SLA's defined in the contract

- Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting

- Document and analyze call logs to spot most occurring trends to prevent future problems

- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution

- Ensure all product information and disclosures are given to clients before and after the call/email requests

- Avoid legal challenges by monitoring compliance with service agreements

- Handle technical escalations through effective diagnosis and troubleshooting of client queries

- Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements

- If unable to resolve the issues, timely escalate the issues to TA & SES

- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions

- Troubleshoot all client queries in a user-friendly, courteous and professional manner

- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business

- Organize ideas and effectively communicate oral messages appropriate to listeners and situations

- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA's

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

- Mentor and guide Production Specialists on improving technical knowledge

- Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist

- Develop and conduct trainings (Triages) within products for production specialist as per target

- Inform client about the triages being conducted

- Undertake product trainings to stay current with product features, changes and updates

- Enroll in product specific and any other trainings per client requirements/recommendations

- Identify and document most common problems and recommend appropriate resolutions to the team

- Update job knowledge by participating in self learning opportunities and maintaining personal networks

Performance Parameters

1. No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT
2. Productivity, efficiency, absenteeism
3. Triages completed, Technical Test performance

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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