Technical Lead – L1 Job at Wipro, Mumbai | Lead Support Escalations & Process Excellence
Technical Lead – L1 at Wipro, Mumbai | Lead Technical Support, Process Excellence & Capability Development
About Wipro Limited
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a global leader in technology services and consulting, serving clients in more than 65 countries. With a workforce of over 230,000, Wipro is a trusted digital transformation partner delivering future-ready, sustainable, and high-performing solutions. Leveraging its holistic portfolio across consulting, engineering, design, and operations, Wipro empowers businesses to thrive in a constantly evolving digital world.
To know more, visit www.wipro.com.
Job Overview
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Job Title: Technical Lead – L1
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Requisition ID: 46326
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Location: Mumbai, India
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Department: Technology & Operations
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Employment Type: Full-Time
The Technical Lead – L1 is a strategic role responsible for leading operational excellence by mentoring technical specialists, resolving complex client queries, and ensuring service delivery meets Wipro’s and the client’s quality benchmarks. This position combines technical troubleshooting, process improvement, performance monitoring, and talent development to maintain superior service levels and customer satisfaction.
Key Responsibilities
🔹 1. Operational Oversight & Process Performance
As a Technical Lead, you will oversee the day-to-day operations of a team of Production Specialists, ensuring performance is aligned with service level agreements (SLAs), quality metrics, and client expectations.
Core Tasks:
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Review team performance using dashboards and metrics daily.
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Guide and support team members in resolving process-level challenges and improving efficiency.
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Monitor client interactions, ensuring consistency in the use of scripts, guidelines, and compliance protocols.
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Escalate significant issues to senior leadership and take preventive measures to avoid SLA breaches.
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Analyze call/email logs to spot recurring patterns and provide preventive resolutions.
🔹 2. Technical Escalation & Resolution Management
As the technical point of escalation, you are responsible for resolving advanced client issues, applying your expertise in diagnostics and problem-solving.
Core Tasks:
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Troubleshoot technical escalations with thorough analysis and step-by-step guidance.
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Handle client queries professionally and promptly, ensuring timely resolution in line with SLAs.
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Provide alternative solutions to clients to enhance retention and improve satisfaction.
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Conduct follow-ups with clients and document issue resolution for continuous improvement.
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Escalate unresolved issues to Technical Architects or Senior Engineering Specialists (TA/SES) when necessary.
🔹 3. Capability Development & Team Enablement
Developing and enhancing the technical skills of team members is a crucial aspect of your role. You will facilitate targeted training programs and mentorship initiatives to bridge knowledge gaps.
Core Tasks:
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Identify skill gaps by interacting with Production Specialists and assessing technical performance.
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Develop and conduct customized training programs (“triages”) to upskill team members.
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Track the effectiveness of training sessions through test results and client feedback.
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Enroll yourself and your team in new product-specific certifications as per client expectations.
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Share best practices and update documentation based on new learnings and resolved queries.
🔹 4. Compliance, Documentation & Quality Assurance
Maintaining compliance, client transparency, and legal integrity across all transactions is essential. You will oversee process adherence and documentation.
Core Tasks:
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Ensure accurate logging of all client communications, including troubleshooting steps and resolution status.
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Review and update standard operating procedures (SOPs) regularly.
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Ensure that all legal disclosures and client communication protocols are strictly followed before and after each interaction.
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Prevent legal disputes by ensuring compliance with service agreements and policy guidelines.
Key Deliverables & Performance Metrics
Your role’s success will be evaluated through clear KPIs, both on process delivery and people management fronts.
| Performance Area | Key Metrics |
|---|---|
| Process Delivery | Number of cases resolved, adherence to SLAs, quality scores, NSAT/ESAT ratings |
| Technical Escalations | Average resolution time, escalation accuracy, issue recurrence rate |
| Team Management | Attendance, team efficiency, performance consistency |
| Capability Building | Triages completed, skill test performance, upskilling initiatives |
| Client Satisfaction | Feedback scores, compliance to disclosure protocols, retention rate |
Ideal Candidate Profile
✅ Required Experience and Skills
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Minimum of 5–8 years of experience in a technical support or IT services environment.
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Strong command of technical troubleshooting and process support frameworks.
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Proven ability to handle client escalations professionally and resolve them within defined timelines.
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Experience in training delivery, team mentoring, and performance coaching.
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Working knowledge of CRM and ticketing systems, dashboards, and reporting tools.
✅ Key Competencies
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Technical Acumen: In-depth knowledge of process workflows, troubleshooting methods, and customer support.
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Leadership: Ability to guide, mentor, and upskill a team of Production Specialists.
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Communication: Excellent verbal and written communication skills for both internal and external stakeholders.
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Customer Focus: Strong commitment to delivering a superior customer experience.
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Analytical Thinking: Capable of identifying trends and patterns to implement preventive solutions.
✅ Soft Skills
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Calm under pressure, especially when resolving escalations.
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Quick decision-making ability based on logic and data.
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Passion for learning and knowledge-sharing.
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Respect for compliance and ethical boundaries in service delivery.
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Attention to detail and structured approach to documentation.
Tools & Technology Familiarity
| Category | Tools/Platforms |
|---|---|
| CRM Systems | Salesforce, Zoho, Freshdesk, or equivalent |
| Knowledge Management | Confluence, SharePoint |
| Ticketing Platforms | ServiceNow, Zendesk, Jira |
| Reporting Tools | Power BI, Excel, Tableau (basic proficiency) |
| Communication Tools | Microsoft Teams, Zoom, Outlook |
Why Join Wipro as a Technical Lead?
At Wipro, leadership is not defined solely by titles but by the impact you create. As a Technical Lead – L1, you’ll be empowered to elevate your team’s capabilities, resolve meaningful client challenges, and support transformational process delivery initiatives.
✨ Career Advancement Opportunities:
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Move into Technical Architect, Delivery Lead, or Program Manager roles through internal mobility.
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Gain exposure to global clients and cross-functional teams.
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Access to certification programs, leadership development tracks, and mentorship platforms.
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Participate in innovation programs like Wipro’s Hackathons, CoEs, and Knowledge Forums.
Wipro’s Inclusive Culture
Wipro is a workplace built on the principles of equality, fairness, and mutual respect. We are proud to be an equal opportunity employer, and applications from individuals with disabilities, diverse backgrounds, and underrepresented communities are strongly encouraged.
We are committed to creating an environment where every employee feels empowered to grow, contribute, and thrive.
Vision: Building a Modern Wipro
As the world transforms, so does Wipro. We are redesigning our structures, strategies, and systems to align with a modern, digital-first future. Whether it’s sustainability, employee empowerment, or technical innovation — reinvention is in our DNA.
Wipro is looking for individuals who are excited about shaping their own careers while transforming the world around them.
How to Apply
Are you ready to lead, troubleshoot, and drive performance excellence?
This is your opportunity to join Wipro as a Technical Lead – L1 in Mumbai and help reshape customer support through innovation and leadership.
🔗 Apply Now: Visit careers.wipro.com