At a Glance
- Tasks: Lead a team to resolve technical issues and enhance performance in a dynamic environment.
- Company: Join Wipro, a diverse and inclusive tech leader committed to innovation.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for personal growth.
- Other info: Be part of a supportive culture that values your unique contributions.
- Why this job: Make a real impact by mentoring others and solving complex challenges.
- Qualifications: Experience with Azure Data Factory and strong problem-solving skills required.
The predicted salary is between 50000 - 60000 £ per year.
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 include:
- 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 SLAs 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 elevate 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 elevate 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 callbacks to customers to record feedback and ensure compliance to contract SLAs.
- 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 Parameter Measures include:
- Process: No. 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.
Mandatory Skills: Azure Data Factory.
TECHNICAL LEAD L1(CONTRACT) in Horsham employer: Wipro Technologies
Wipro is an exceptional employer that prioritises employee growth and development, particularly for the Technical Lead L1 role. With a strong focus on mentoring and training, employees are empowered to enhance their technical capabilities while enjoying a supportive and inclusive work culture. Located in a dynamic environment, Wipro offers competitive benefits and fosters a commitment to operational excellence, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land TECHNICAL LEAD L1(CONTRACT) in Horsham
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your technical skills! Since this role involves troubleshooting and technical support, brush up on relevant tools and technologies like Azure Data Factory. Being confident in your abilities can really set you apart during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining us at StudySmarter!
We think you need these skills to ace TECHNICAL LEAD L1(CONTRACT) in Horsham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with technical support and process delivery. We want to see how your skills align with the role of Technical Lead L1, so don’t hold back on showcasing relevant achievements!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've resolved technical escalations or improved performance parameters in previous roles. We love seeing candidates who can think on their feet and provide effective solutions!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to read through your qualifications and experiences. Remember, clarity is key!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Wipro Technologies
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Azure Data Factory. Be ready to discuss how you've used it in past roles and how it can solve client issues. This will show that you're not just familiar with the tools but can also apply them effectively.
✨Understand the Role's Responsibilities
Familiarise yourself with the key responsibilities outlined in the job description. Think about how your previous experiences align with these tasks, particularly around resolving technical escalations and mentoring team members. This will help you articulate your fit for the role.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to solve hypothetical client queries or technical problems. Practice articulating your thought process clearly and step-by-step, as this reflects your troubleshooting skills and ability to guide others through solutions.
✨Showcase Your Communication Skills
Since the role involves a lot of client interaction, be prepared to demonstrate your communication style. Use examples from your past where you successfully resolved client issues or mentored team members, highlighting your ability to convey complex information in an understandable way.
