The Job logo

What

Where

Technical Lead

ApplyJoin for More Updates

You must Sign In before continuing to the company website to apply.

Job Description

 

Role Purpose

 

The purpose of the role is to support process delivery byensuring daily performance of the Production Specialists, resolvetechnical escalations and develop technical capability within theProduction Specialists. 

 

  1. Oversee and support process by reviewing daily transactionson performance parameters
    1. Review performance dashboard and the scores for the team
    2. Support the team in improving performance parameters byproviding technical support and process guidance
    3. Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
    4. Ensure standard processes and procedures are followed to resolveall client queries
    5. Resolve client queries as per the SLA’s defined in thecontract
    6. Develop understanding of process/ product for the team membersto facilitate better client interaction and troubleshooting
    7. Document and analyze call logs to spot most occurring trends toprevent future problems
    8. Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
    9. Ensure all product information and disclosures are given toclients before and after the call/email requests
    10. Avoids legal challenges by monitoring compliance with serviceagreements

 

  1. Handle technical escalations through effective diagnosis andtroubleshooting of client queries
    1. Manage and resolve technical roadblocks/ escalations as per SLAand quality requirements
    2. If unable to resolve the issues, timely escalate the issues toTA & SES
    3. Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
    4. Troubleshoot all client queries in a user-friendly, courteousand professional manner
    5. Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business
    6. Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
    7. Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract SLA’s

 

  1. Build people capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client
    1. Mentor and guide Production Specialists on improving technicalknowledge
    2. Collate trainings to be conducted as triage to bridge the skillgaps identified through interviews with the Production Specialist
    3. Develop and conduct trainings (Triages) within products forproduction specialist as per target
    4. Inform client about the triages being conducted
    5. Undertake product trainings to stay current with productfeatures, changes and updates
    6. Enroll in product specific and any other trainings per clientrequirements/recommendations
    7. Identify and document most common problems and recommendappropriate resolutions to the team
    8. Update job knowledge by participating in self learningopportunities and maintaining personal networks
Set alert for similar jobsTechnical Lead role in Greater Noida, India
Wipro Logo

Company

Wipro

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 years

Category

Technology and Software Engineering

Locations

Greater Noida, Uttar Pradesh, India

Qualification

Bachelor

Applicants

Be an early applicant

Related Jobs

Wipro Logo

Cross Functional Lead

Wipro

Greater Noida, Uttar Pradesh, India

Posted: a year ago

Job Description As a cross functions lead, you should act as a Single point ofcontact for the execution of ITIL Processes like incident management,problem management, change management, etc. designed for a singleCustomer or as per SIAM framework in Multi-vendor Environment Capable to connect, update and manage discussions with theCustomer and other Service providers / Vendors for all in-scopeinfrastructure related technical services viz., Networking, Servers,VMware, storage. Capable to drive and collaborate with multiple stakeholders onday to day operations to bring in coordination across the technicaltowers Lead the ITIL Process resources to achieve the Process KPIs andService level targets. Act as a crisis manager during the occurrence of criticalincidents, guide Pro-active problem management, address critical issuesto avoid change failures, ensure up-to-date maintenance of CMDB,achieving the Availability and capacity targets Ensuring the Process adherence, meeting the Quality norms ofWipro and the Customer Driving the internal audits, define and drive serviceimprovement programs based on the external audit findings Report the Customer on all Process areas as per the Contractualagreements.   Experience/Skills: 14 YEARS Experience in ITSM practice in managing various ITILprocess roles, viz., Incident manager, Problem manager, Change manager,Asset and Configuration manager. ITIL V4 MP / ITIL 2011 Expert / ITIL 2011 Intermediate Certified, SIAM Foundation/ Architect Certification Good Knowledge of ITSM Tools; ServiceNow, Remedy, HPSM, etc. Capability to deliver ITIL Trainings Excellent team management skills and inter-personal skills Excellent Presentation skills, verbal and written communicationskills and facilitation skills Good documentation and process flow diagramming skills Graduate or Postgraduate in Management / Engineering / Computersciences

Wipro Logo

Solution Architect

Wipro

Greater Noida, Uttar Pradesh, India

Posted: a year ago

Job Description The Pre-Sales Consultant is responsible for supporting the Sales team in closing medium to Large sized deals in the Finance & Accounting LOB within BPS. He/she is responsible for supporting the sales team in winning the deal by putting together a solution (in collaboration with the SMEs) that addresses client requirements while ensuring Wipro’s interests are met.   Active involvement in the lead to closure cycle for BPS by leading the following activities: RFx / Bid response Create pro-active proposals for clients in discussion with sales teams Coordination with all stakeholders (sales, solutions, operations, pricing, transition, technology, facilities et al) to ensure timely and high quality proposal submission Manage client visits at Wipro centers during lead to closure cycle The role will require acquiring thorough knowledge of Wipros capability and credentials in BPS and the existing solutions and offerings in this space. Act as a custodian of all go to market (GTM) decks and offerings in the BPO space. Qualifications: Extensive experience in BPO pre-sales (bid management, due diligence etc.) managing global clientele will be a major advantage. Thorough understanding of sales cycles and buying process, funnel and pipeline management. Building proposals and interaction with internal delivery, finance, legal, HR, marketing teams in developing account specific communique. Pre-sales support in the form of responding to RFPs, RFIs, preparing proposals, presentations, creating research and business reports, handling client visits.  Establishing processes & templates for streamlined responses to RFPs, RFIs or other customer touch points. Excellent communication skills is a key pre-requisite.  Prior experience in Finance and Accounting LOB is mandatory.   Roles and Responsibilities: Understand and translate buyer requirements into a standard solution offering deal approach, solution plan, proposal and cost estimate leveraging standard process methods, deliverables and the right collection of offerings Collaborating as a key member of the sales team to represent the solution offering to the client buyer and other groups Aligning final solution architecture (including statement of work, schedules and other contractual documents) with final terms and conditions   Commercial and Financial Responsibilities Preparing the BD spend estimate, schedule, work plan, resource/sourcing plan Understand and clearly define the input required to create cost estimates; Preparing the cost model estimates working with Service Delivery, Solution Management (if applicable) and to deliver the defined scope of services and contacts Works with internal teams and client representatives to create agreeable terms for documents such as MSA, NDA etc as part of SL offering Ensures legal, environment and other compliance as applicable in collaboration with the Legal, IMG, FMG and other support teams w.r.t the Service Line offering   Knowledge Management: Works on case studies to be published to the external world Creates collaterals, account dockets etc that can be reused by the team Creates standardized templates for replicating across RFPs    Functional Competencies: Applying Market Research - Developing Applying Client Research - Developing Commercial estimation and Financial modeling - Proficient Project Planning and Execution - Proficient Negotiation - Developing Proposal Writing - Expert    Desired Candidate Profile CA/ICWA or Post Graduate Preferred Minimum 12-15 Yrs + of Work Experience including min 6-7 years in F&A pre sales & solutioning. Strong verbal communication, interpersonal, influencing and persuasion skills  Experience with Outsourcing in regards to Solution Planning/Deal Shaping preferred  Exposure to Analytics/ Automation/ Technology/ Artificial Intelligence/ Robotics  Experience in business development/ sales strategy/ proposal development would be a plus  Strong commitment to delivering value to clients  Strong business acumen and understanding of financials  Penchant for sales in BPO/Industry  Strong Client management experience  Good adaptability to different and changing environments  Good executive presence

Amazon Logo

Team Lead , Last Mile Delivery Station.

Amazon

Noida, Uttar Pradesh, India

+1 more

Posted: a year ago

DESCRIPTION At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Amazon is seeking Team leads for our transportation team. Amazon is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customers We're seeking a Team lead for our Delivery center. In this role you will be responsible for shift operations at our DCs and support the DC manager in performance management and driving the operational plan. Title:Team Lead Location: Greater Noida, U.P. Essential Functions - Working with the Team to ensure smooth function of the Amazon transportation operations at Noida. -Executing the delivery process from delivery station to customer address. - Ensure enough bandwidth in delivery team to ensure peak time delivery management. - Continuously improve the delivery process and attain a sustained level of delivery performance improvement. Essential Skills - Strong execution skills, Action oriented, go getter - Resourceful to identify the way to get things done using limited resources - Ability to work under pressure situations - Ability to work and perform station operations independently. - Ability to work in ambiguous situations and to come out with solutions as per the situations faced. Analytical Skills: Effectively analyses and interpret information, identifying & validating the key facts, including reviewing alternatives to determine advantages and associated risks. A day in the life Interact with multiple stakeholders and get things done. Regular show of ownership and bias for action. We are open to hiring candidates to work out of one of the following locations: Greater Noida, UP, IND BASIC QUALIFICATIONS - Bachelor's degree - Speak, write, and read fluently in English - Experience with Microsoft Office products and applications PREFERRED QUALIFICATIONS - MBA