Senior Technical Lead

4 semanas atrás


Curitiba, Paraná, Brasil Wipro Technologies Tempo inteiro

Job Role Summary

The Senior Technical Lead will be responsible for supporting process delivery by ensuring daily performance of the Production Specialists, resolving technical escalations, and developing technical capability within the Production Specialists.

Key Responsibilities

  • Review daily transactions on performance parameters and ensure compliance to process and quality standards.
  • 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.
  • 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.
  • Handle technical escalations through effective diagnosis and troubleshooting of client queries.
  • Manage and resolve technical roadblocks/escalations as per SLA and quality requirements.
  • 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.

Stakeholder Interaction

The Senior Technical Lead will interact with various stakeholders including Team Leaders, HR, TA, SEs, Production Specialists, and Clients.

Competencies Required

The following competencies are required for this role:

  • Process Knowledge - Knowledge of assigned process, tools, and systems.
  • Domain Knowledge.
  • Collaborative working.
  • Problem solving and decision making.
  • Attention to Detail.
  • Execution Excellence.
  • Stakeholder Management.
  • Client (Internal) Centricity.
  • Effective Communication.

Performance Parameters

The performance of the Senior Technical Lead will be measured based on the following parameters:

  • Process - Number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ESAT.
  • Team Management - Productivity, efficiency, absenteeism.
  • Capability development - Triages completed, Technical Test performance.

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