Technical Lead

2 weeks ago

Abu Dhabi, United Arab Emirates Encore Theme Full time

Abu Dhabi, United Arab Emirates
- 2948335

**Role Purpose**
- The purpose of the role is to support process delivery byensuring daily performance of the Production Specialists, resolvetechnical escalations and develop technical capability within theProduction Specialists. _

**Do**

**Oversee and support process by reviewing daily transactionson performance parameters**
- Review performance dashboard and the scores for the team_
- Support the team in improving performance parameters byproviding technical support and process guidance _
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions_
- Ensure standard processes and procedures are followed to resolveall client queries_
- Resolve client queries as per the SLA’s defined in thecontract _
- Develop understanding of process/ product for the team membersto facilitate better client interaction and troubleshooting _
- Document and analyze call logs to spot most occurring trends toprevent future problems_
- Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution_
- Avoids legal challenges by monitoring compliance with serviceagreements_

**Handle technical escalations through effective diagnosis andtroubleshooting of client queries**
- Manage and resolve technical roadblocks/ escalations as per SLAand quality requirements _
- If unable to resolve the issues, timely escalate the issues toTA & SES_
- Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions_
- Troubleshoot all client queries in a user-friendly, courteousand professional manner_
- Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business_
- Organize ideas and effectively communicate oral messagesappropriate to listeners and situations_
- Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract SLA’s_

**Build people capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client**
- Mentor and guide Production Specialists on improving technicalknowledge_
- Collate trainings to be conducted as triage to bridge the skillgaps identified through interviews with the Production Specialist _
- Develop and conduct trainings (Triages) within products forproduction specialist as per target_
- Inform client about the triages being conducted_
- Undertake product trainings to stay current with productfeatures, changes and updates_
- Enroll in product specific and any other trainings per clientrequirements/recommendations_
- Identify and document most common problems and recommendappropriate resolutions to the team_
- Update job knowledge by participating in self learningopportunities and maintaining personal networks_

**Stakeholder Interaction**

**Stakeholder Type**

**Stakeholder Identification**

**Purpose of Interaction**

**Internal**
- Team Leaders_
- Performance review_
- HR- Hiring and employee engagement and retention_
- TA, SEs_
- Escalation and issue resolution_
- Production Specialist_
- Training, issue escalation/ resolution_

**External**
- Client_
- Query Resolution_

**Display**

Lists the competencies required to perform this role effectively:

- **
Functional Competencies/ Skill**
- Process Knowledge - Knowledge of assigned process, tools andsystems - **Competent**

**Competency Levels**

**Foundation**

Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with mínimal support and guidance.

**Competent**

Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.

**Expert**

Applies the competency in all situations and is serves as a guide toothers as well.

**Master**

Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.
- **
Behavioral Competencies**
- Domain Knowledge
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Stakeholder Management
- Client (Internal) Centricity
- Effective Communication

**Deliver**

**No.**

**Performance Parameter**

**Measure**

1.

Process

No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback,NSAT/ ESAT

2.

Team Management

Productivity, efficiency, absenteeism

3.

Capability development

Triages completed, Technical Test performance

PL-SQL

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