Technical Lead

6 days ago

Calgary, Canada Wipro Limited Full time

**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.

**͏**:
Contract - 65127
- Max Bill Rate - 84 CAD/H
- Role - Power BI Technical Lead
- Can employee work from remote or location specific? From Canada only
- Do we have Client interview ? Yes
- Project Duration : 3 months
- Profiles to share
- Must Have - Power BI Visualization, DAX
- Good to have - Databricks, Azure

**͏**:

- ** 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

**͏**:
**Deliver**
- No
- Performance Parameter
- Measure
- 1
- Process
- No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT
- 2
- Team Management
- Productivity, efficiency, absenteeism
- 3
- Capability development
- Triages completed, Technical Test performance

Mandatory Skills: Power BI Visualization on cloud.

Experience: 5-8 Years.

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. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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