Technical Lead (Contract)

In this role as a Production Specialist, your main responsibility is to support process delivery by ensuring daily performance of the team, resolving technical escalations, and developing technical capability within the team. Here's a breakdown of your key responsibilities: - Oversee and support the process by reviewing daily transactions on performance parameters. - Review performance dashboard and team scores to identify areas for improvement. - Provide technical support and process guidance to help the team improve performance parameters. - Record, track, and document all queries received, along with the problem-solving steps taken and resolutions achieved. - Ensure adherence to standard processes and procedures for resolving client queries within defined SLAs. - Develop the team's understanding of processes/products to enhance client interaction and troubleshooting. - Analyze call logs to identify trends and prevent future issues. - Handle technical escalations through effective diagnosis and troubleshooting of client queries. - Manage and resolve technical roadblocks/escalations as per SLA and quality requirements. - Escalate issues to the appropriate teams when unable to resolve them in a timely manner. - Provide product support and resolutions to clients by guiding them through solutions. - Troubleshoot client queries in a user-friendly, courteous, and professional manner. - Offer alternative solutions to retain customer and client business. - Mentor and guide Production Specialists to improve technical knowledge. - Conduct trainings to bridge skill gaps and stay current with product features and updates. - Identify common problems, recommend resolutions, and update job knowledge through self-learning opportunities. - Interact with stakeholders such as Team Leaders, HR, TA, SEs, and Clients for various purposes. To effectively perform in this role, you should possess the following competencies: - Process Knowledge: Demonstrate knowledge of the assigned process, tools, and systems. - Behavioral Competencies: Domain Knowledge, Collaborative Working, Problem Solving, Attention to Detail, Execution Excellence, Stakeholder Management, Client (Internal) Centricity, Effective Communication. Your performance will be measured based on parameters including the number of cases resolved per day, compliance with process and quality standards, meeting SLAs, team productivity, efficiency, absenteeism, completion of triages, and technical test performance. This role offers you the opportunity to contribute to operational excellence, maintain superior customer service, and enhance your technical capabilities through continuous learning and development. In this role as a Production Specialist, your main responsibility is to support process delivery by ensuring daily performance of the team, resolving technical escalations, and developing technical capability within the team. Here's a breakdown of your key responsibilities: - Oversee and support the process by reviewing daily transactions on performance parameters. - Review performance dashboard and team scores to identify areas for improvement. - Provide technical support and process guidance to help the team improve performance parameters. - Record, track, and document all queries received, along with the problem-solving steps taken and resolutions achieved. - Ensure adherence to standard processes and procedures for resolving client queries within defined SLAs. - Develop the team's understanding of processes/products to enhance client interaction and troubleshooting. - Analyze call logs to identify trends and prevent future issues. - Handle technical escalations through effective diagnosis and troubleshooting of client queries. - Manage and resolve technical roadblocks/escalations as per SLA and quality requirements. - Escalate issues to the appropriate teams when unable to resolve them in a timely manner. - Provide product support and resolutions to clients by guiding them through solutions. - Troubleshoot client queries in a user-friendly, courteous, and professional manner. - Offer alternative solutions to retain customer and client business. - Mentor and guide Production Specialists to improve technical knowledge. - Conduct trainings to bridge skill gaps and stay current with product features and updates. - Identify common problems, recommend resolutions, and update job knowledge through self-learning opportunities. - Interact with stakeholders such as Team Leaders, HR, TA, SEs, and Clients for various purposes. To effectively perform in this role, you should possess the following competencies: - Process Knowledge: Demonstrate knowledge of the assigned process, tools, and systems. - Behavioral Competencies: Domain Knowledge, Collaborative Working, Problem Solving, Attention to Detail, Execution Excellence, Stakeholder Management, Client (Internal) Centricity, Effective Communication. Your performance will be measured based on parameters including the numb