Wipro Limited Jobs Careers 2023 : Technical Lead Vacancy in Abu Dhabi UAE

Overview:

Role Purpose

 

The purpose of the role is to support process delivery byensuring daily performance of the Production Specialists, resolvetechnical escalations and develop technical capability within theProduction Specialists.

Do

• Oversee and support process by reviewing daily transactionson performance parameters
  • Review performance dashboard and the scores for the team
  • Support the team in improving performance parameters byproviding 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 resolveall client queries
  • Resolve client queries as per the SLA’s defined in thecontract
  • Develop understanding of process/ product for the team membersto facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends toprevent future problems
  • Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
  • Ensure all product information and disclosures are given toclients before and after the call/email requests
  • Avoids legal challenges by monitoring compliance with serviceagreements

 

• 
  Handle technical escalations through effective diagnosis andtroubleshooting of client queries
  • Manage and resolve technical roadblocks/ escalations as per SLAand quality requirements
  • If unable to resolve the issues, timely escalate the issues toTA & SES
  • Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
  • Troubleshoot all client queries in a user-friendly, courteousand professional manner
  • Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract SLA’s

 

• 
  Build people capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client
  • Mentor and guide Production Specialists on improving technicalknowledge
  • Collate trainings to be conducted as triage to bridge the skillgaps identified through interviews with the Production Specialist
  • Develop and conduct trainings (Triages) within products forproduction specialist as per target
  • Inform client about the triages being conducted
  • Undertake product trainings to stay current with productfeatures, changes and updates
  • Enroll in product specific and any other trainings per clientrequirements/recommendations
  • Identify and document most common problems and recommendappropriate resolutions to the team
  • Update job knowledge by participating in self learningopportunities and maintaining personal networks

 

Stakeholder Interaction

 

 

Display

 

Lists the competencies required to perform this role effectively:

 

• 
  Functional Competencies/ Skill
  • Process Knowledge – Knowledge of assigned process, tools andsystems – Competent

 

 

• 
  Behavioral Competencies
  • Domain Knowledge
  • Collaborative working
  • Problem solving and decision making
  • Attention to Detail
  • Execution Excellence
  • Stakeholder Management
  • Client (Internal) Centricity
  • Effective Communication

 

Deliver

 

 

Mandatory Skills: PL-SQL