Job Title: Technical Lead
Location: Hyderabad, Telangana, India
Job Type: Full-time
Posting Date: 20 November 2025
The Technical Lead role is a critical position responsible for ensuring smooth process delivery by driving daily performance, resolving complex technical escalations, and strengthening the technical capabilities of Production Specialists. This role combines hands-on technical expertise, client interaction, and people development to ensure operational excellence, SLA compliance, and high customer satisfaction.
This opportunity is ideal for professionals with strong troubleshooting skills, leadership ability, and experience in managing technical support operations within a fast-paced environment.
Monitor and review daily transactions against defined performance, quality, and SLA parameters.
Analyze performance dashboards, team scores, and productivity metrics to identify improvement areas.
Provide technical guidance and process support to enhance team performance.
Ensure strict adherence to standard operating procedures, compliance requirements, and service agreements.
Record, track, and document all client queries, resolutions, and escalation outcomes.
Identify recurring issues through call and query analysis to implement preventive solutions.
Diagnose, troubleshoot, and resolve complex technical escalations within defined SLAs.
Act as the primary escalation point for unresolved technical and process-related issues.
Escalate critical issues to senior technical authorities when resolution is not achievable at the current level.
Deliver accurate product support through structured problem diagnosis and step-by-step solutions.
Ensure professional, courteous, and customer-focused communication across all interactions.
Conduct follow-ups and scheduled callbacks to confirm resolution and capture customer feedback.
Mentor and coach Production Specialists to improve technical expertise and problem-solving skills.
Identify skill gaps through performance analysis and conduct targeted technical trainings and triage sessions.
Design and deliver product and process training programs aligned with client and business requirements.
Keep teams informed about ongoing training initiatives and technical updates.
Continuously update technical knowledge through self-learning, certifications, and product training programs.
Ensure accurate product disclosures and information sharing before and after client interactions.
Monitor compliance to contractual obligations to mitigate legal and operational risks.
Apply a structured, risk-based approach to issue resolution and escalation management.
Process Excellence: Cases resolved per day, SLA adherence, quality standards, customer feedback, NSAT/ESAT scores.
Team Management: Productivity, efficiency, attendance, and utilization.
Capability Development: Number of triages completed, technical assessment scores, skill improvement metrics.
Bachelor’s degree in Engineering, Information Technology, Computer Science, or a related field.
Experience Required: Minimum 5–8 years of relevant experience in technical support, process operations, or IT-enabled services, with at least 1–2 years in a lead or escalation-handling role.
Strong experience in troubleshooting, client support, and SLA-driven environments.
Prior exposure to performance dashboards, quality metrics, and team mentoring is highly preferred.
Advanced technical troubleshooting and escalation management
Strong analytical and problem-solving skills
Excellent verbal and written communication skills
Team mentoring and capability-building expertise
Client handling and stakeholder management
Ability to work independently under pressure while meeting strict deadlines
This role offers the opportunity to lead from the front, influence operational performance, and build high-performing technical teams. You will work in a dynamic environment that values continuous learning, process excellence, and customer satisfaction while offering long-term career growth.
Apply Now
Explore this opportunity and take the next step in your technical leadership career with a role designed to make a measurable impact.
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