Technical Lead - Service Now

Role Overview: As a Production Specialist at Wipro Limited, your role is to support process delivery by ensuring daily performance of the Production Specialists, resolving technical escalations, and developing technical capability within the team. You will be responsible for overseeing and supporting processes, handling technical escalations, and building people capability to ensure operational excellence and maintain superior customer service levels. Key Responsibilities: - Oversee and support the process by reviewing daily transactions on performance parameters - Review performance dashboard and scores for the team - Support the team in improving performance parameters by providing technical support and process guidance - Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions - Ensure standard processes and procedures are followed to resolve all client queries - Resolve client queries as per the SLAs defined in the contract - Develop understanding of process/product for team members to facilitate better client interaction and troubleshooting - Document and analyze call logs to spot most occurring trends to prevent future problems - Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution - Ensure all product information and disclosures are given to clients before and after the call/email requests - Handle technical escalations through effective diagnosis and troubleshooting of client queries - Manage and resolve technical roadblocks/escalations as per SLA and quality requirements - Timely escalate issues to TA & SES if unable to resolve - Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions - Troubleshoot all client queries in a user-friendly, courteous, and professional manner - Offer alternative solutions to clients with the objective of retaining customers and clients business - Mentor and guide Production Specialists on improving technical knowledge - Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist - Develop and conduct trainings (Triages) within products for production specialist as per target - Enroll in product-specific and any other trainings per client requirements/recommendations - Identify and document most common problems and recommend appropriate resolutions to the team - Update job knowledge by participating in self-learning opportunities and maintaining personal networks Qualifications Required: - Collaborative Working - Learning Agility - Problem Solving & Decision Making - Effective communication Reinvent your world with Wipro. Join a business powered by purpose and a place that empowers you to design your own reinvention. Realize your ambitions and be a part of the constant evolution of the business and industry. Applications from people with disabilities are explicitly welcome.,