Job Opportunity: Technical Lead – L1 at Wipro Limited, Bengaluru
About Wipro: Wipro Limited (listed on NYSE: WIT, BSE: 507685, NSE: WIPRO) stands as a worldwide frontrunner in delivering cutting-edge technology solutions and expert consulting services. With over 230,000 professionals across more than 65 countries, Wipro enables clients to achieve their boldest ambitions through digital transformation. The company leverages a comprehensive portfolio spanning consulting, engineering, operations, and design to help businesses build resilient, future-ready operations. Wipro is committed to driving innovation, sustainability, and excellence in everything it does.
Job Title: Technical Lead – L1
Requisition ID: 50500
Location: Bengaluru, India
Role Overview: The Technical Lead – L1 plays a pivotal role in ensuring seamless process delivery by overseeing the daily performance of Production Specialists. This position involves resolving technical escalations, coaching team members, and fostering a culture of continuous improvement and customer satisfaction. As a core member of the operations team, the Technical Lead supports both technical and operational objectives.
Key Responsibilities:
1. Operational Excellence:
- Monitor and evaluate daily transactions to ensure high performance across all metrics.
- Analyze team dashboards and assess individual performance metrics to promote visibility and uphold accountability standards.
- Address gaps in performance through targeted technical support and process guidance.
- Maintain comprehensive records of queries, actions taken, and outcomes to drive learning and improvement.
- Uphold process integrity by following standard operating procedures (SOPs).
- Resolve client queries in line with pre-defined SLAs and contractual obligations.
2. Client Interaction and Query Resolution:
- Provide detailed process and product understanding to enhance client communication and troubleshooting.
- Track and analyze commonly raised queries and repeated issues to implement preventive measures and enhance future service delivery.
- Escalate unresolved or critical issues to the Team Leader or relevant escalation channels.
- Ensure transparency with clients by communicating essential product information before and after interactions.
- Adhere to compliance guidelines to prevent potential legal issues.
3. Technical Escalation Management:
- Diagnose and troubleshoot client queries effectively and efficiently.
- Resolve technical roadblocks while maintaining SLA and quality benchmarks.
- Escalate unresolved challenges to higher technical authorities such as Technical Architects or Senior Engineers.
- Offer user-friendly and professional responses during all troubleshooting communications.
- Suggest viable alternative solutions to improve client retention and satisfaction.
- Follow up with clients to ensure full resolution and feedback collection.
4. Team Capability Development:
- Serve as a mentor to Production Specialists by enhancing their technical and operational skills.
- Identify skill gaps and plan structured training (triage) sessions accordingly.
- Deliver product-specific training based on current project needs and upcoming updates.
- Coordinate with clients to keep them informed about training schedules and outcomes.
- Encourage continuous learning through self-learning modules and cross-functional knowledge sharing.
- Document commonly encountered problems and best practices for team-wide benefit.
5. Performance Metrics: Your performance as a Technical Lead will be measured against the following benchmarks:
| Performance Area | Key Metrics |
|---|---|
| Process Efficiency | Daily case resolution, SLA adherence, quality standards, customer feedback |
| Team Management | Productivity levels, attendance, engagement metrics |
| Capability Development | Number of triages delivered, technical test performance of team |
Ideal Candidate Profile:
- Minimum of 5 years of experience in a technical support or process management role.
- Demonstrated ability to manage technical escalations and provide guidance.
- Strong documentation and analytical skills for process improvement.
- Excellent communication skills, both written and verbal.
- Team-oriented mindset with a focus on mentoring and capability development.
- Capable of performing autonomously as well as contributing effectively within team settings in dynamic, high-pressure environments.
Why Work at Wipro?
Innovation at Core: Wipro is at the forefront of digital reinvention. Employees are encouraged to think creatively, challenge norms, and drive innovation.
Global Work Culture: Operating in more than 65 countries, Wipro cultivates a diverse, inclusive, and team-oriented environment that promotes professional development and continuous learning.
Career Advancement: Wipro invests in the career development of its employees by offering extensive training, leadership programs, and cross-functional exposure.
Commitment to Diversity: Wipro is an Equal Opportunity Employer that embraces diversity in all forms. Applicants are evaluated solely based on their qualifications, experience, and alignment with the company’s values.
Inclusive Hiring Practices: Wipro ensures a supportive recruitment process. Reasonable accommodations are available throughout the selection process for applicants with disabilities. Candidates are encouraged to notify the team of any accommodations required.
Safety & Compliance: Applicants should be cautious of fraudulent hiring practices. Do not respond to unsolicited emails or job offers. For reporting suspicious activities, please contact:
Email: he******************@***ro.com
For concerns related to unfair hiring practices, reach out to:
Ombuds Group Email: om***********@***ro.com
Conclusion: If you are looking to elevate your career in a leading global IT company while making a meaningful impact on team development, client success, and operational efficiency, the Technical Lead – L1 role at Wipro Bengaluru could be your next big opportunity. Apply today and be part of a purpose-driven organization that’s redefining the future of digital transformation.
Disclaimer: This job posting is intended to provide a general overview of the role and does not represent an exhaustive list of responsibilities. Responsibilities and expectations outlined in this role may be adjusted in response to evolving business priorities and organizational requirements.