Technical Lead L1

Technical Lead L1 – Wipro

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Location – Minneapolis, MN and Irving, TX (Day 1 Onsite)

• Must Have – Strong SQL experience. Strong knowledge of SQL Server architecture, performance tuning & DBA activity.
• Good to have – .NET preferred. Classic .ASP and Dev Ops experience preferred.
  
  Experience with application cloud migration (preferably Azure) preferred.
• 9+ Yrs experience.
• Strong SQL experience
  .
• Strong knowledge of SQL Server architecture, performance tuning & DBA activity.
• .NET preferred.
• Classic .ASP and Dev Ops experience preferred.
• Experience with application cloud migration (preferably Azure) preferred.
• Experience developing solutions utilizing .Net Framework.
• Familiarity with version control systems (e.g., Git).
• Proficient understanding of algorithms, data structures, architectural design patterns and best practices.
• Effective problem-solving and analytical skills.
• Excellent communication and teamwork abilities.

• Oversee and support process by reviewing daily transactions on performance parameters
• Review performance dashboard and the scores for the team.
• Support the team in improving performance parameters by providing technical support and process guidance.
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions.
• Ensure standard processes and procedures are followed to resolve all client queries.
• Resolve client queries as per the SLA's defined in the contract.
• Develop understanding of process/product for the team members to facilitate better client interaction and troubleshooting.
• Document and analyze call logs to spot most occurring trends to prevent future problems.
• Identify red flags and escape serious client issues to Team leader in cases of untimely resolution.
• Ensure all product information and disclosures are given to clients before and after the call/email requests.
• Avoid legal challenges by monitoring compliance with service agreements.
• Handle technical escalations through effective diagnosis and troubleshooting of client queries.
• Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements.
• If unable to resolve the issues, timely escape the issues to TA & SES.
• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
• Troubleshoot all client queries in a user-friendly, courteous and professional manner.
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business.
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA's.
• Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client.
• Mentor and guide Production Specialists on improving technical knowledge.
• Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist.
• Develop and conduct trainings (Triages) within products for production specialist as per target.
• Inform client about the triages being conducted.
• Undertake product trainings to stay current with product features, changes and updates.
• Enroll in product specific and any other trainings per client requirements/recommendations.
• Identify and document most common problems and recommend appropriate resolutions to the team.
• Update job knowledge by participating in self learning opportunities and maintaining personal networks.

• No
  
  Performance Parameter Measure1
  
  Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2
  
  Team Management Productivity, efficiency, absenteeism3
  
  Capability development
  
  Triages completed, Technical Test performance.

Experience:

5-8 Years.

The expected compensation for this role ranges from $60,000 to $135,000.

Final compensation will depend on various factors, including your…