Technical Lead - Service Now

Wipro Limited is a leading technology services and consulting company that focuses on creating innovative solutions to meet clients" complex digital transformation needs. With a global presence across 65 countries and over 230,000 employees and business partners, Wipro is dedicated to helping customers, colleagues, and communities thrive in an ever-evolving world. As a Production Specialist at Wipro, your role is crucial in supporting process delivery by overseeing daily performance, resolving technical escalations, and developing technical capabilities within the team. Your responsibilities will include: - Reviewing daily transactions and performance parameters to ensure process efficiency - Supporting the team in improving performance by providing technical support and guidance - Recording and tracking all queries received, documenting problem-solving steps, and resolutions - Ensuring compliance with standard processes and procedures for resolving client queries - Handling technical escalations through effective diagnosis and troubleshooting - Resolving client queries within defined SLAs and quality requirements - Mentoring and guiding Production Specialists to enhance technical knowledge - Conducting trainings to bridge skill gaps and stay updated on product features - Collaborating with the team to identify common problems and recommend appropriate solutions - Communicating effectively with clients in a professional manner Your performance will be measured based on process efficiency, compliance with quality standards, team productivity, and capability development. Competencies such as collaborative working, learning agility, problem-solving, decision-making, and effective communication are essential for success in this role. Join Wipro to be a part of a modern, dynamic organization that encourages reinvention and constant evolution. Realize your ambitions and contribute to a purpose-driven business that empowers you to design your own reinvention. Applications from individuals with disabilities are encouraged and welcomed at Wipro.,