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Wipro, a global leader in technology services and consulting, is offering a rewarding opportunity for a Technical Lead in Hyderabad, India. This role is crucial in supporting process delivery by ensuring the daily performance of Production Specialists, resolving technical escalations, and developing technical capabilities within the team. Let’s dive into the specifics of what this role entails and the competencies required for success.

Role Purpose

The primary objective of the Wipro Technical Lead role is to oversee process delivery by reviewing daily transactions on performance parameters, providing technical support, and guiding the team to improve performance. The Technical Lead is responsible for ensuring compliance with standard processes and procedures while resolving client queries as per Service Level Agreements (SLA).

Key Responsibilities

1. Process Oversight and Support:

• Oversee and support process delivery by reviewing daily transactions and performance parameters.
• Review performance dashboards and scores for the team.
• Support the team in improving performance parameters through technical support and process guidance.
• Record, track, and document all queries, problem-solving steps, and resolution outcomes.

2. Client Query Resolution:

• Ensure standard processes are followed to resolve client queries.
• Resolve client queries within SLA parameters.
• Develop an understanding of the process/product to facilitate better client interaction and troubleshooting.
• Document and analyze call logs to identify recurring trends and prevent future issues.
• Identify and escalate serious client issues to the Team Leader for timely resolution.
• Ensure all product information and disclosures are provided to clients before and after call/email requests.
• Monitor compliance with service agreements to avoid legal challenges.

3. Technical Escalation Management:

• Handle technical escalations through effective diagnosis and troubleshooting.
• Manage and resolve technical roadblocks and escalations as per SLA and quality requirements.
• Escalate unresolved issues to TA & SES in a timely manner.
• Provide product support and resolution through step-by-step guidance.
• Offer alternative solutions to clients to retain business.
• Organize ideas and effectively communicate messages appropriate to the audience.
• Follow up with clients to record feedback and ensure compliance with SLA.

4. Capability Building:

• Build team capability to ensure operational excellence and superior customer service.
• Mentor and guide Production Specialists in improving their technical knowledge.
• Conduct training sessions (Triages) to bridge skill gaps identified through interviews with Production Specialists.
• Inform clients about ongoing training sessions.
• Stay current with product features, changes, and updates through training.
• Enroll in product-specific and other relevant training as per client requirements.
• Identify and document common problems and recommend resolutions to the team.
• Update job knowledge through self-learning opportunities and personal networking.

Stakeholder Interaction

Internal Stakeholders:

• Team Leaders: Performance review.
• HR: Hiring, employee engagement, and retention.
• TA, SEs: Escalation and issue resolution.
• Production Specialists: Training and issue resolution.

External Stakeholders:

• Clients: Query resolution.

Competencies Required

Functional Competencies:

• Process Knowledge: Competent knowledge of assigned process, tools, and systems.

Competency Levels:

• Foundation: Knowledgeable about competency requirements, demonstrating them frequently with minimal guidance.
• Competent: Consistently demonstrates the full range of competency without guidance, extending it to difficult and unknown situations.
• Expert: Applies competency in all situations, serving as a guide to others.
• Master: Coaches others, builds organizational capability, and serves as a key resource recognized within the organization.

Behavioral Competencies:

• Domain Knowledge
• Collaborative Working
• Problem Solving and Decision Making
• Attention to Detail
• Execution Excellence
• Stakeholder Management
• Client (Internal) Centricity
• Effective Communication

Performance Parameters

To excel in this Wipro Technical Lead role, performance is measured on several parameters:

• Process: Number of cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, Pulse score, Customer feedback, NSAT/ESAT.
• Team Management: Productivity, efficiency, and absenteeism.
• Capability Development: Number of completed triages, technical test performance.

Technical Environment

The Technical Lead will be working within the Windows Platform Engineering Backend, ensuring robust and reliable software solutions.

In conclusion, the Wipro Technical Lead role in Hyderabad is a dynamic and challenging position that requires a blend of technical expertise, problem-solving skills, and the ability to mentor and guide a team. With a focus on process excellence and customer satisfaction, this role is integral to the smooth functioning and success of the team. Wipro’s commitment to continuous learning and development makes this opportunity a valuable career path for aspiring technical leaders.

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