TECHNICAL LEAD L1
As a Technical Lead L1, you will support process delivery by overseeing daily performance of Production Specialists and resolving technical escalations. You will review daily transactions against performance parameters, monitor performance dashboards, and provide technical support to help the team improve. Your responsibilities include recording and tracking all queries, documenting problem-solving steps, and ensuring standard processes are followed to resolve client queries within defined SLAs. You will handle technical escalations through effective diagnosis and troubleshooting, guiding users through step-by-step solutions while maintaining a professional and courteous approach. When issues cannot be resolved, you will escalate them promptly to the appropriate teams. A key part of the role involves building people capability by mentoring and guiding Production Specialists on technical knowledge, identifying skill gaps, and developing and conducting training sessions (triages) within products. You will also document common problems, recommend resolutions, stay current with product features and updates, and ensure compliance with service agreements to avoid legal challenges.
