Technical Lead – L1 at Wipro | Client Support, Capability Building & Process Oversight Role in Bengaluru 2025

Location: Bengaluru, Karnataka, India
Job ID: 34126
Position Title: Technical Lead – L1
Company: Wipro Limited
Job Type: Full-Time
Industry: IT & Digital Consulting

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🌐 About Wipro

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a global leader in technology services and consulting. With a presence in over 65 countries and a workforce of more than 230,000 employees, Wipro is committed to creating transformative solutions that empower organizations to achieve digital success.

Our comprehensive portfolio includes consulting, design, engineering, and operations, helping businesses embrace change and build sustainable, future-ready operations. At Wipro, we believe in the power of reinvention—for our clients, employees, and industries. Our culture of inclusion, innovation, and growth ensures meaningful impact in everything we do.

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🧩 Role Overview: Technical Lead – L1

As a Technical Lead – L1 at Wipro’s Bengaluru office, you will serve as a key contributor in maintaining performance excellence and operational efficiency across process delivery teams. Your role combines technical expertise, client support, and team development, making you a pivotal link between technical operations and service excellence.

You will be responsible for ensuring smooth day-to-day process delivery, addressing technical escalations, coaching Production Specialists, and helping enhance customer satisfaction through high-quality resolution of issues.

This position is ideal for someone with strong technical troubleshooting skills, experience in managing support processes, and a passion for mentoring and team capability development.

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🎯 Key Responsibilities

🧭 1. Process Oversight and Performance Monitoring

• Oversee and guide daily performance of the Production Specialists by reviewing transactions and process metrics.

• Continuously monitor and evaluate performance dashboards and KPIs to identify areas of improvement.

• Ensure that all standard operating procedures (SOPs) are followed in line with contractual service level agreements (SLAs).

• Track, document, and resolve client queries, ensuring successful outcomes while maintaining high client satisfaction.

• Analyze and document call logs to spot recurring issues and implement preventive measures.

• Provide guidance to team members to ensure accurate product information is delivered before and after client interactions.

🔧 2. Technical Escalation Management

• Take ownership of technical escalations and drive resolution through effective diagnosis and problem-solving techniques.

• Troubleshoot issues using structured approaches, ensuring courteous, professional, and timely communication with clients.

• Offer alternative solutions where appropriate to retain client trust and satisfaction.

• Escalate unresolved issues to higher-level technical authorities (TA & SES) in a timely and effective manner.

• Conduct scheduled callbacks and follow-ups to confirm issue resolution and SLA adherence.

• Ensure all service interactions are compliant with legal and contractual guidelines.

👩‍🏫 3. Capability Development and Mentorship

• Mentor Production Specialists to enhance their technical knowledge and process fluency.

• Identify and bridge skill gaps by conducting training triages based on individual and team needs.

• Conduct product and process-specific training to keep team members updated with the latest developments.

• Stay informed through self-paced learning and client-driven training programs to stay ahead in product knowledge.

• Create documentation of frequently encountered issues and disseminate resolution best practices to the team.

📊 4. Customer Interaction and Satisfaction

• Deliver excellent customer service by ensuring friendly, respectful, and informative communication.

• Monitor client sentiment through feedback mechanisms such as Net Satisfaction (NSAT) and Employee Satisfaction (ESAT).

• Proactively identify red flags in client conversations and escalate urgent matters to the team leader.

• Ensure consistency in communication by adapting messages according to different customer types and situations.

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📌 Performance Metrics

The role’s success is measured across three critical dimensions:

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🛠️ Tools & Technologies

While the exact tech stack may vary based on client requirements, candidates are expected to demonstrate fluency with:

• Service ticketing systems (e.g., Jira, ServiceNow, Zendesk)

• Remote troubleshooting tools

• Microsoft Office Suite & productivity platforms

• Product-specific knowledge bases and support portals

• Client communication systems (email/call/chat)

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🌍 Why Join Wipro as a Technical Lead?

🚀 Career Growth & Reinvention

At Wipro, growth is not an option—it’s a commitment. In this role, you will:

• Develop leadership skills through mentorship and people development

• Strengthen technical acumen through real-time problem-solving and client interactions

• Contribute to meaningful service delivery that enhances global customer experience

• Be part of a culture that values reinvention, learning, and adaptability

🤝 Collaboration and Support

This is not a solo role—you’ll work with a cross-functional team of Production Specialists, Technical Architects, and Client Success Leaders, ensuring shared success through collaboration.

🌟 Visibility and Impact

As a Technical Lead, you’ll be visible to senior leadership and have a tangible impact on:

• Client retention

• Operational excellence

• Continuous improvement initiatives

• SLA compliance and customer satisfaction

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🏢 Work Environment

You’ll be based in Bengaluru, India’s tech capital, working in a dynamic, inclusive, and hybrid environment that supports flexibility, performance, and well-being.

Wipro ensures that all team members have access to training, collaboration tools, and growth pathways—whether working onsite or remotely.

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💼 Compensation and Benefits

Wipro offers a competitive salary and a robust benefits package, which may include:

• 🏥 Comprehensive health insurance for self and dependents

• 🎓 Learning and development programs including leadership training

• 💰 Performance-linked incentives and recognition programs

• 🏖️ Paid time off, holidays, and parental leave

• 📈 Retirement benefits and savings plans

• 💻 Access to leading tools and global projects

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🌈 Diversity, Inclusion & Accessibility

Wipro believes diversity and inclusion are at the heart of innovation. We actively welcome and encourage candidates from all walks of life, including:

• People with disabilities

• Women in tech

• LGBTQIA+ community members

• Veterans and career-returners

• Multilingual professionals

If you require accommodations during the recruitment or interview process, Wipro provides accessible options upon request.

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🧠 Ideal Candidate Profile

The role suits professionals who:

• Have strong technical problem-solving skills

• Are excellent communicators with empathy and customer focus

• Understand ITIL-based processes or similar client support frameworks

• Have a coaching mindset and experience in team training or mentoring

• Are self-driven and enjoy process optimization and continuous learning

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📩 How to Apply

Interested candidates can visit the official Wipro Careers Portal and search for Requisition ID: 34126. Upload your latest resume and ensure your experience aligns with the job’s core competencies.

You may also follow Wipro on LinkedIn for more updates and career opportunities.

Apply Here