Technical Lead (Contract)

The role aims to support process delivery by ensuring the daily performance of the Production Specialists, resolving technical escalations, and enhancing technical capability within the team. Your responsibilities include overseeing and supporting processes, reviewing daily transactions, and analyzing performance dashboards to enhance team performance parameters. You will provide technical support, guidance, and troubleshoot client queries, ensuring compliance with service agreements and resolving issues within defined SLAs. Documenting all queries, actions taken, and resolutions is crucial, along with identifying trends and escalating serious issues to Team Leaders promptly. You will develop the team's understanding of processes/products, conduct trainings, and mentor Production Specialists to bridge skill gaps effectively. Handling technical escalations, providing product support, and ensuring client satisfaction through courteous communication are key aspects of the role. Stakeholder interaction involves collaborating with Team Leaders, HR for hiring and engagement, Technical Analysts & Subject Matter Experts for issue resolution, and clients for query resolution. You will also engage in training, feedback collection, and continuous learning to maintain operational excellence and superior customer service levels. Furthermore, you must update job knowledge, participate in self-learning opportunities, and build a network to enhance personal and team capabilities. Competencies required for the role include process knowledge, collaborative working, problem-solving, attention to detail, execution excellence, stakeholder management, and effective communication. Performance parameters will be measured based on process efficiency, compliance standards, meeting SLAs, productivity, efficiency, capability development, and technical test performance. Overall, your role is pivotal in ensuring operational excellence, client satisfaction, and team performance while upholding quality standards and fostering a culture of continuous improvement and learning.,