IT & Software

TECHNICAL LEAD L1(CONTRACT)

Wipro

London · Greater London · United Kingdom

Overview

In this role you will support daily production delivery, guiding a team of Production Specialists to meet performance and SLA targets. You will handle technical escalations, document resolutions, and train teammates to improve capability. You’ll analyze call logs for trends, ensure compliant product disclosures, and drive operational excellence across the account. This is a hands-on, cross-functional role that combines technical troubleshooting with coaching and process optimization.

Responsibilities
  • Oversee daily production performance and review team dashboards
  • Provide technical guidance to improve performance and resolve client queries
  • Record and document queries, resolutions, and outcomes; ensure SLA adherence
  • Escalate unresolved issues to Team Leader and handle high-severity escalations
  • Share product knowledge with the team and facilitate training/triages
  • Conduct product trainings and stay current with product updates
  • Communicate training plans and triage outcomes to clients
  • Mentor Production Specialists to raise technical competency and process excellence
Key requirements
  • Go Lang
  • Enterprise Platform Engineering
  • experience in troubleshooting and client interaction
  • knowledge of SLAs and quality standards
  • clear and professional communication
  • customer-focused
  • problem-solving
  • mentoring and coaching
  • Go Lang
  • troubleshooting
  • technical product support

Reference: WJ-747_30142295

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