Technical Lead – L1 at Wipro Limited, Hyderabad

Company Overview

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a globally acclaimed technology services and consulting company, renowned for delivering cutting-edge digital transformation solutions. With a presence in 65 countries and a team of over 230,000 professionals, Wipro empowers organizations to realize their most ambitious goals by combining consulting, engineering, operations, and design excellence. We are committed to building future-ready, sustainable enterprises and enabling communities to thrive in a rapidly evolving digital landscape. Learn more at www.wipro.com.

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Position Overview: Technical Lead – L1

Location: Hyderabad, India
Requisition ID: 67764
Experience Required: 5–8 Years
Specialization: Unix – Implementation and Maintenance
Job Type: Full-Time

Wipro is seeking a highly motivated and technically proficient Technical Lead – L1 to support process delivery excellence, manage technical escalations, and enhance technical capability within the team. The ideal candidate will be experienced in Unix environments and adept at guiding production specialists to resolve client issues efficiently while maintaining compliance with SLAs and delivering an outstanding customer experience.

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Role Purpose

The primary responsibility of this role is to ensure smooth day-to-day operations by supervising the performance of Production Specialists, resolving technical issues, and mentoring team members. This role also involves developing internal technical capabilities and promoting a culture of continuous learning and process improvement.

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Key Responsibilities

1. Process Monitoring and Delivery Oversight

• Supervise daily transactions and team activities against performance parameters to ensure consistent service delivery.

• Review team performance dashboards and address deviations from defined standards.

• Assist Production Specialists in enhancing their performance by offering technical insights and process-related guidance.

• Record and track all client interactions, including queries, resolution steps, and outcomes, for quality assurance and audit purposes.

• Enforce standardized processes for client communication and issue resolution in line with organizational protocols.

• Proactively resolve client queries within SLA commitments to maintain a high level of service satisfaction.

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2. Technical Escalation and Resolution Management

• Act as the primary escalation point for technical issues and client concerns that go beyond frontline support.

• Provide accurate diagnosis and effective troubleshooting for complex client issues, particularly within Unix-based environments.

• In situations requiring deeper investigation, escalate critical issues to Technology Architects (TA) and Subject Expert Specialists (SES) while maintaining accountability.

• Deliver step-by-step guidance to clients using a professional, courteous, and solution-oriented approach.

• Present viable alternative solutions to clients as needed, with a focus on business retention and client satisfaction.

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3. Client Interaction and Service Quality

• Ensure that accurate product or service information is shared with clients before and after interactions.

• Maintain legal and compliance standards by adhering to service agreements and client contractual obligations.

• Analyze recurring client issues using call logs and feedback to recommend proactive resolutions and prevent future incidents.

• Escalate unresolved or sensitive issues to the team leader when necessary to ensure prompt and effective resolution.

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4. Capability Development and Team Mentoring

• Mentor Production Specialists to build and enhance their technical skills and domain knowledge.

• Identify and bridge skill gaps within the team by conducting knowledge assessments and interviews.

• Plan and execute “triage” sessions and product-specific training programs in collaboration with clients and internal training resources.

• Continuously update technical knowledge through training sessions, product updates, and participation in learning opportunities.

• Maintain technical documentation of common problems and their solutions for internal use and knowledge sharing.

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5. Performance Tracking and Reporting

• Deliver detailed performance reports based on:

  • Number of issues resolved per day.

  • Adherence to process and quality benchmarks.

  • SLA compliance and feedback metrics (Pulse score, CSAT, NSAT/ESAT).

• Monitor team productivity, attendance, efficiency, and operational discipline.

• Conduct technical assessments post-trainings and triages to gauge improvement and effectiveness.

• Actively contribute to performance reviews and appraisals by offering data-driven insights.

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Performance Metrics

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Required Skills and Experience

Mandatory Skill:

• Unix – Implementation and Maintenance

  • Deep understanding of Unix operating system architecture.

  • Experience in troubleshooting, performance tuning, user management, and shell scripting.

  • Proven ability to manage Unix environments in a support or operations lead capacity.

Additional Requirements:

• Strong understanding of ITIL processes and customer service operations.

• Ability to troubleshoot complex issues with clarity and confidence.

• Experience in coaching or mentoring junior team members.

• Excellent verbal and written communication skills, especially in handling client interactions.

• Analytical mindset with the ability to interpret data trends and propose actionable insights.

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Ideal Candidate Profile

We are looking for a proactive team player who:

• Thrives in a fast-paced environment with shifting priorities.

• Can guide teams through complex technical scenarios and escalations.

• Demonstrates maturity in managing client expectations and ensuring timely resolution of issues.

• Takes ownership of learning, stays up to date with the latest technologies, and shares knowledge freely.

• Exhibits strong leadership potential and a keen sense of responsibility.

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Growth and Career Advancement

This role offers a dynamic career trajectory for professionals aspiring to grow into more senior technical leadership roles. Success in this position may lead to opportunities such as:

• Technology Architect

• Delivery Manager

• Senior Technical Consultant

• Process Excellence Specialist

Wipro invests in its people by offering continuous learning programs, technical certifications, leadership development frameworks, and exposure to global client environments.

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Why Choose Wipro?

Our Purpose:

Wipro stands for reinvention. Our DNA is built around change, adaptation, and transformation. We’re not just building careers—we’re shaping future-ready professionals who are empowered to make a global impact.

Our Culture:

• Inclusive: We foster a workplace where everyone feels valued and respected.

• Supportive: You’ll find mentorship, resources, and opportunities to grow.

• Innovative: Work on breakthrough technology with clients across industries.

Our Commitment to Diversity:

Wipro explicitly welcomes applications from individuals with disabilities. We are an equal opportunity employer that believes in creating accessible and inclusive environments.

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Join Us in Reinventing the Future

At Wipro, your work has a purpose. As a Technical Lead – L1, you will not only support client operations but also play a strategic role in defining how services are delivered and improved.

If you’re passionate about driving results, mentoring teams, and delivering customer success in Unix-based environments, then we want to hear from you.

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How to Apply

Job Title: Technical Lead – L1
Requisition ID: 67764
Location: Hyderabad, India
Experience Required: 5–8 Years
Key Skill: Unix – Implementation and Maintenance
Apply Online: www.wipro.com/careers

Apply Here