Technical Lead – L1 Jobs in Bengaluru | Wipro Hiring for Process & Escalation Leadership Role
Job Title: Technical Lead – L1
Requisition ID: 49510
Location: Bengaluru, India
Company Overview
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a globally recognized leader in technology services and consulting, offering innovative solutions that enable clients to thrive through digital transformation. With a workforce of over 230,000 employees and business partners in more than 65 countries, Wipro helps businesses become future-ready by combining capabilities in consulting, design, engineering, and operations. To learn more, visit www.wipro.com.
Position Summary
The Technical Lead – L1 is a key leadership role responsible for overseeing process delivery, resolving technical escalations, and building technical competency within the production team. Based in Bengaluru, this role demands a blend of hands-on technical expertise, people management skills, and a strategic mindset to ensure superior service delivery and continuous improvement.
The role provides an opportunity to lead a high-performing team of Production Specialists, troubleshoot escalated issues, drive performance metrics, and ensure compliance with service level agreements (SLAs). Candidates with a passion for problem-solving, mentoring, and client satisfaction will find this role deeply rewarding.
Key Responsibilities
1. Process Oversight and Support
- Monitor and review daily transactions and process performance metrics.
- Evaluate team dashboards to identify performance trends and improvement areas.
- Assist the team with technical troubleshooting and ensure compliance with operational processes.
- Guide team members in resolving client queries efficiently and in accordance with SLA commitments.
- Record and document all queries, issue resolutions, and client interactions for future reference and analysis.
2. Client Query Resolution
- Deliver prompt and effective solutions to technical issues raised by clients.
- Track and analyze recurring problems through call logs and trend reports.
- Ensure that all standard processes are followed to resolve client concerns.
- Escalate complex or unresolved issues to appropriate higher-level teams (TA & SES) as needed.
- Maintain high levels of customer satisfaction by ensuring clear, professional, and courteous communication.
3. Technical Escalation Management
- Diagnose and resolve technical escalations in a structured and timely manner.
- Engage in proactive issue resolution to minimize customer impact.
- Provide alternative solutions where appropriate, with the objective of retaining client trust and business continuity.
- Ensure all product information, disclosures, and compliance elements are communicated clearly.
4. Capability Building and Mentorship
- Mentor Production Specialists to enhance their technical proficiency and problem-solving skills.
- Identify skill gaps through performance reviews and feedback.
- Plan and execute triage training sessions tailored to specific products and team needs.
- Keep the client informed about capability development initiatives being implemented.
- Continuously update personal technical skills and participate in learning opportunities.
Performance Metrics
The success of the Technical Lead – L1 is evaluated against specific key performance indicators (KPIs), including:
Process Delivery
- Volume of cases resolved daily.
- Adherence to quality and process standards.
- SLA compliance, customer feedback, Net Satisfaction (NSAT), and Employee Satisfaction (ESAT) scores.
Team Management
- Overall team productivity and efficiency.
- Attendance and absenteeism trends.
Capability Development
- Completion of triage sessions.
- Technical test results and improvements post-training.
Ideal Candidate Profile
The ideal candidate for this role will demonstrate strong leadership abilities, in-depth technical knowledge, and a proactive approach to team development. They should possess a solid background in service delivery management and be able to troubleshoot complex technical issues effectively.
Technical Skills
- Proven experience in managing escalations and resolving complex technical queries.
- Competency in process documentation and root cause analysis.
- Familiarity with technical support tools, call logging systems, and compliance protocols.
Soft Skills
- Strong interpersonal and mentoring abilities.
- Excellent written and verbal communication skills.
- A customer-first mindset with a keen focus on quality and SLA adherence.
- Ability to prioritize tasks and work effectively in a fast-paced, dynamic environment.
Training and Development Responsibilities
The Technical Lead is also responsible for their team’s technical upskilling and process alignment. This includes:
- Developing and conducting internal training programs (triages) to bridge skill gaps.
- Participating in product-specific training initiatives as recommended by clients.
- Maintaining an up-to-date understanding of product features, updates, and changes.
- Encouraging continuous learning through self-learning modules and knowledge-sharing sessions.
- Creating a repository of frequently encountered technical issues with solutions.
Compliance and Quality Assurance
To ensure that operations run smoothly and within legal and contractual obligations, the Technical Lead must:
- Monitor all interactions for compliance with service agreements and industry best practices.
- Implement standardized procedures for query resolution.
- Ensure full product disclosures and compliance documentation are communicated to clients.
- Prevent legal challenges by proactively identifying non-compliance risks and taking corrective action.
Communication and Collaboration
Effective communication is essential for this role. Responsibilities include:
- Delivering oral and written communication that is clear, structured, and tailored to various audiences.
- Conducting follow-up interactions to ensure issue resolution and gather client feedback.
- Collaborating with cross-functional teams, including escalation teams (TA & SES), quality auditors, and project managers.
- Documenting outcomes and feedback to support continuous improvement.
Why Join Wipro?
Wipro’s vision of reinvention goes beyond technology. As a leading digital transformation partner, Wipro empowers employees to constantly evolve their careers, skills, and mindset. The company is driven by purpose, with an inclusive environment that values innovation, diversity, and continuous growth.
What Wipro Offers:
- Opportunity to work with a globally recognized brand.
- Exposure to large-scale transformation projects.
- Access to advanced tools, technologies, and frameworks.
- A collaborative culture that values feedback, development, and innovation.
- Training programs tailored to personal growth and career development.
Wipro explicitly welcomes applications from persons with disabilities and promotes a culture of equality and respect.
Conclusion
The Technical Lead – L1 role at Wipro in Bengaluru is a strategically important position that bridges frontline support and process optimization. This role offers a perfect blend of technical challenges, team leadership, and client engagement. It’s designed for professionals who are not only adept at solving problems but are also passionate about enabling others to succeed.
If you are a forward-thinking professional with technical expertise and a desire to lead, mentor, and innovate, this is the role for you. Join Wipro and be part of a modern organization that is shaping the future through purpose-driven digital transformation.
Apply now and start your reinvention journey with Wipro.