Technical Lead - L1

As a Production Support Specialist at our company, you will play a crucial role in ensuring the smooth delivery of processes by supporting the Production Specialists, handling technical escalations, and enhancing the technical expertise within the team. Key Responsibilities: - Review daily transactions and performance parameters to oversee and support the process - Monitor team performance dashboard and scores, providing necessary support for improvement - Record and document all received queries, steps taken for problem-solving, and resolutions - Ensure adherence to standard processes and procedures for resolving client queries - Resolve client queries within defined SLAs and escalate serious issues as necessary - Develop team members' understanding of the process/product for better client interaction - Analyze call logs to identify trends and prevent future problems - Handle technical escalations through effective diagnosis and troubleshooting - Escalate unresolved issues to the appropriate channels in a timely manner - Offer product support and resolutions to clients in a professional and courteous manner - Mentor Production Specialists to enhance technical knowledge and operational excellence - Conduct product-specific trainings to bridge skill gaps and stay updated with product features - Participate in self-learning opportunities to maintain job knowledge Qualifications Required: - Mandatory Skills: Oracle Application Express - Experience: 5-8 Years If you are considering joining our team at Wipro Limited, know that we are a leading technology services and consulting company committed to delivering innovative solutions for our clients' digital transformation needs. With a global presence and a focus on sustainable businesses, we are dedicated to empowering individuals who are inspired by continuous reinvention. We welcome applications from individuals with disabilities to be part of our purpose-driven business. As a Production Support Specialist at our company, you will play a crucial role in ensuring the smooth delivery of processes by supporting the Production Specialists, handling technical escalations, and enhancing the technical expertise within the team. Key Responsibilities: - Review daily transactions and performance parameters to oversee and support the process - Monitor team performance dashboard and scores, providing necessary support for improvement - Record and document all received queries, steps taken for problem-solving, and resolutions - Ensure adherence to standard processes and procedures for resolving client queries - Resolve client queries within defined SLAs and escalate serious issues as necessary - Develop team members' understanding of the process/product for better client interaction - Analyze call logs to identify trends and prevent future problems - Handle technical escalations through effective diagnosis and troubleshooting - Escalate unresolved issues to the appropriate channels in a timely manner - Offer product support and resolutions to clients in a professional and courteous manner - Mentor Production Specialists to enhance technical knowledge and operational excellence - Conduct product-specific trainings to bridge skill gaps and stay updated with product features - Participate in self-learning opportunities to maintain job knowledge Qualifications Required: - Mandatory Skills: Oracle Application Express - Experience: 5-8 Years If you are considering joining our team at Wipro Limited, know that we are a leading technology services and consulting company committed to delivering innovative solutions for our clients' digital transformation needs. With a global presence and a focus on sustainable businesses, we are dedicated to empowering individuals who are inspired by continuous reinvention. We welcome applications from individuals with disabilities to be part of our purpose-driven business.