TECHNICAL LEAD L1

The role of Technical Lead L1 involves supporting process delivery, resolving technical escalations, and developing technical capability within Production Specialists. The purpose is to ensure daily performance, improve performance parameters, and provide technical support and process guidance.

Requirements

• Review daily transactions on performance parameters
• Support team in improving performance parameters
• Resolve client queries as per SLA's defined in the contract
• Develop understanding of process/product for team members
• Document and analyze call logs
• Identify red flags and escalate serious client issues
• Handle technical escalations through effective diagnosis and troubleshooting
• Provide product support and resolution to clients
• Build people capability to ensure operational excellence
• Mentor and guide Production Specialists
• Collate trainings to be conducted as triage
• Develop and conduct trainings (Triages)
• Undertake product trainings to stay current with product features
• Update job knowledge by participating in self-learning opportunities

Benefits

• Competitive salary
• Benefits package
• Opportunities for growth and development
• Diverse and inclusive work environment