Salesforce Technical Lead

Wipro Limited is a leading technology services and consulting company dedicated to creating innovative solutions that cater to clients" most intricate digital transformation requirements. With a workforce of over 230,000 employees and business partners spread across 65 countries, Wipro aims to help customers, colleagues, and communities thrive in an ever-evolving world. The role's primary objective is to support process delivery by overseeing the daily performance of Production Specialists, resolving technical escalations, and enhancing technical capabilities within the team. As a part of your responsibilities, you will be required to review daily transactions on performance parameters, monitor the team's performance dashboard, and offer support to enhance performance metrics through technical assistance and process guidance. It is essential to maintain accurate records of all queries received, along with the steps taken to resolve them, and ensure adherence to standard processes for addressing client issues within defined SLAs. Moreover, you will be responsible for developing the team's understanding of processes/products to facilitate better client interaction and troubleshooting. In handling technical escalations, your role will involve diagnosing and troubleshooting client queries effectively, managing technical roadblocks, and escalating unresolved issues as per defined SLAs and quality standards. Additionally, you will provide product support and resolution to clients by guiding them through solutions and offering alternative options when necessary to ensure customer satisfaction and retention. Furthermore, you will focus on building the team's technical capabilities by mentoring Production Specialists, conducting necessary trainings to bridge skill gaps, and staying updated with product features and changes. Your role will also include identifying common problems, recommending resolutions, and participating in self-learning opportunities to enhance job knowledge. The performance will be measured based on various parameters including the number of cases resolved per day, compliance with process and quality standards, team productivity, efficiency, and absenteeism, as well as the completion of triages and technical test performance. The mandatory skill required for this role is Salesforce Platform Development with an experience range of 5-8 years. Wipro is committed to reinventing its business and industry, and as a part of the team, you will be encouraged to reinvent yourself, your career, and your skills. The company values constant evolution and welcomes individuals inspired by reinvention to join a purpose-driven environment where they can design their own reinvention journey. Applications from individuals with disabilities are specifically encouraged to apply. For more information, visit www.wipro.com.,