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This contract Technical Lead role is focused on overseeing process delivery and managing the daily performance of Production Specialists within a Mainframe-based operations environment. You will review performance dashboards, provide technical guidance, and resolve escalated client queries in line with SLA requirements. The role involves documenting and analyzing call logs to identify recurring trends, ensuring compliance with service agreements, and proactively preventing recurring client issues. You will mentor and upskill team members through targeted training sessions (triages) to bridge identified skill gaps and improve overall team capability. Building a technically competent team, tracking performance metrics, and maintaining superior customer service levels are central expectations of this role.
