Technical Lead - L1

• A PROUD HISTORY OF OVER 75 YEARS

• FY22 REVENUE 10.4 BN USD

• WE'RE PRESENT IN 66 COUNTRIES

• OVER 1,400 ACTIVE GLOBAL CLIENTS

Location: Open for Austin, TX

or

Sunnyvale, CA

Job Description

Role Purpose

The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.

Do

• Oversee and support process by reviewing daily transactions on performance parameters
  • Review performance dashboard and the 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 SLA's defined in the contract
  • Develop understanding of process/ product for the 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
  • Avoids legal challenges by monitoring compliance with service agreements

• Handle technical escalations through effective diagnosis and troubleshooting of client queries
  • Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
  • If unable to resolve the issues, timely escalate the issues to TA & SES
  • 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 (where appropriate) with the objective of retaining customers' and clients' business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA's

• Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • 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
  • Inform client about the triages being conducted
  • Undertake product trainings to stay current with product features, changes and updates
  • 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

Deliver
NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance

JD

Transport Management: Complete process know-how of transportation management processes, configuring and customizing Order

Must have exposure to shipper scenario with all modes of transport Road, ocean, Rail and Ocean.

Strong knowledge in Transport Planning Processes and configure, customize, trouble shoot Selection profiles (Planning, Carrier etc.,) based on business requirements

Consult & support the business team for handling queries in SAP TM

Configure and maintain the relevant ECC/S4 HANA components including but not limited to SAP TM (including documentation)

Should be able to handle tasks independently and be a proactive solution provider

Strong in Data analysis across the pipelines between SAP & downstreams.

Should have skills in Identifying and resolving issues by analyzing functionality and determining solutions.

Should be proactive and ensure task is completed as per expectations

Designs to-be business processes for transportation management based on SAP integration to TMS

Lead and assist in SAP design sessions

Support business users in delivery of end user training.

Build and deliver executive communication regarding project strategy decisions on scope, cost & quality

Perform or manage production support of SAP business processes as needed.

Act as escalation point for solution design or troubleshooting.

Strong communication and interpersonal skills and should be comfortable in dealing with global business colleagues.

Having a good experience in planning his/her tasks independently and proactive to identify and mitigate risks within the project

JD

Transport Management: Complete process know-how of transportation management processes, configuring and customizing Order

Must have exposure to shipper scenario with all modes of transport Road, ocean, Rail and Ocean.

Strong knowledge in Transport Planning Processes and configure, customize, trouble shoot Selection profiles (Planning, Carrier etc.,) based on business requirements

Consult & support the business team for handling queries in SAP TM

Configure and maintain the relevant ECC/S4 HANA components including but not limited to SAP TM (including documentation)

Should be able to handle tasks independently and be a proactive solution provider

Strong in Data analysis across the pipelines between SAP & downstreams.

Should have skills in Identifying and resolving issues by analyzing functionality and determining solutions.

Should be proactive and ensure task is completed as per expectations

Designs to-be business processes for transportation management based on SAP integration to TMS

Lead and assist in SAP design sessions

Support business users in delivery of end user training.

Build and deliver executive communication regarding project strategy decisions on scope, cost & quality

Perform or manage production support of SAP business processes as needed.

Act as escalation point for solution design or troubleshooting.

Strong communication and interpersonal skills and should be comfortable in dealing with global business colleagues.

Having a good experience in planning his/her tasks independently and proactive to identify and mitigate risks within the project.

Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law. Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group.

The potential compensation for this role is based on labor costs in local markets, as well as the job-related skills, knowledge and experience of the candidate. Expected base pay for this role ranges from [$60,000 to $1,35,000 for Austin, TX and $60,000 to $1,48,500 for Sunnyvale, CA]. Based on the position, the role is also eligible for Wipro's standard benefits and additional compensation offerings, including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options as well as potential incentive or variable compensation.

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Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.