NET Technical Lead

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Wipro Limited Full time
Riyadh, Saudi Arabia

  • Tech Hiring

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. _

Do
-
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 SLA's 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 escalate serious client issues to Team leader in cases of untimely resolution_
- _ Avoids 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 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_

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

  • Team Leaders_
  • Performance review_


 HR
  • Hiring and employee engagement and retention_
  • TA, SEs_
  • Escalation and issue resolution_
  • Production Specialist_
  • Training, issue escalation/ resolution_

External

  • Client_
  • Query Resolution_

Display
Lists the competencies required to perform this role effectively:

  • **Functional Competencies/ Skill*
  • Process Knowledge
  • Knowledge of assigned process, tools and systems

  • Competent

Competency Levels

Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with mínimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.- **Behavioral Competencies**- Domain Knowledge

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

Deliver

No.

Performance Parameter

Measure

  • ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2.Team ManagementProductivity, efficiency, absenteeism3.Capability developmentTriages completed, Technical Test performance- Excellent communication skills and customer management skills
years of deep technical expertise in Application Services
(App Engineering, Cloud, DevOps, Engg., Automation etc.)
:

  • Experience in building/driving lar

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