Technical Support Specialist

Job Description

Bachelor'sBachelor's Job Title: Team Lead Level 2 Software Support Location: Bangalore Department: Operations Reports To: Operations Head Job Summary: We seek a proactive and experienced Team Lead Level 2 Software Support to manage end-to-end support operations, resolve complex issues, and oversee Level 1 support activities. The role includes responsibility for mentoring team members, managing SLAs and KPIs, and working closely with cross-functional stakeholders to drive support excellence and enhance user experience. Key Responsibilities: Oversee L1 team to provide day-to-day support for end-user queries and issues. Provide Level 2 support to resolve advanced and complex technical level problems, including those not dependent on vendors. Oversee and guide Level 1 support teams, ensuring timely triage and escalation of issues. Manage resolution activities at the vendor levels. Drive enhancements, deployments, and change control governance for ongoing system improvements. Create and maintain a comprehensive knowledge base to support self-service and quicker resolution. Lead future functionality enablement projects from BRD to UAT and final rollout. Ensure smooth integration with other Wipro applications and ecosystems. Evaluate IT requirements and identify appropriate tools and solutions. Oversee implementation of additional IT requirements as needed. Monitor and manage SLA/KPI performance and ensure adherence to quality benchmarks. Collaborate with internal and external stakeholders to ensure high levels of support satisfaction. Required Skills and Qualifications: Bachelors degree in computer science, Information Technology, or a related field. 10+ years of experience in IT support roles, with at least 2 years in a leadership or team lead capacity. Strong understanding of application support environments. Excellent communication, stakeholder management, and mentoring skills.