Job Description
Job Title:  TECHNICAL LEAD L1(CONTRACT)
City:  Minneapolis
State/Province:  Minnesota
Posting Start Date:  1/13/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

Role Purpose and Overview

As a Technical Lead L1 within Wipro Technologies-USA, you will play a pivotal role in ensuring the seamless daily delivery of our production processes by guiding and supporting the Production Specialist team. Your responsibilities include overseeing operational performance, addressing technical escalations with precision, and fostering the development of technical skills across the team. This role requires a solution-driven mindset to resolve client queries effectively while maintaining compliance with service agreements and organizational standards.

In this leadership capacity, you will serve as a technical mentor, facilitating knowledge transfer and driving continuous improvement initiatives that align with Wipro’s commitment to excellence and client satisfaction. You will contribute to operational excellence by integrating your expertise in Fullstack MERN technologies and best practices, ensuring that the team meets or exceeds established Service Level Agreements (SLAs) and customer experience benchmarks.

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Key Responsibilities: Operational Oversight and Process Management

  • Monitor and enhance daily process execution by analyzing performance metrics
    • Consistently review performance dashboards and team scores to identify areas for improvement
    • Provide expert technical guidance and process insights to assist team members in meeting or exceeding targets
    • Maintain accurate records of queries, resolution steps, and outcomes to inform trend analysis and drive quality improvements
    • Ensure strict adherence to standardized procedures and policies when managing client interactions and queries
    • Address client issues within defined SLAs, escalating matters promptly when beyond scope or timeline
    • Facilitate team understanding of processes and products to empower more effective client engagement and troubleshooting
    • Analyze client communication logs to identify recurring challenges and proactively initiate preventive measures
    • Monitor compliance with contractual service agreements to minimize legal exposure and protect company interests

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  • Manage and resolve technical escalations with a diagnostic and collaborative approach
    • Promptly address technical challenges and client escalations, ensuring resolution aligns with quality and SLA requirements
    • Escalate unresolved technical issues timely and appropriately to Technical Architects (TA) and Senior Enterprise Specialists (SES)
    • Deliver clear, step-by-step product support and troubleshooting assistance, communicating solutions in a user-friendly manner
    • Maintain professionalism and courtesy while managing client interactions to foster positive relations and customer retention
    • Offer practical alternative solutions when appropriate to sustain client satisfaction and business continuity
    • Effectively organize and communicate technical concepts tailored to diverse audiences
    • Follow-up with clients through scheduled calls to gather feedback and verify compliance with contractual SLAs

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  • Develop team capabilities to drive operational excellence and sustain high customer service standards
    • Mentor Production Specialists to deepen their technical knowledge and enhance problem-solving skills
    • Identify skill gaps through assessment and coordinate targeted training sessions ('Triages') to address them effectively
    • Design and deliver comprehensive training programs aligned with product updates and client needs
    • Communicate training initiatives and outcomes clearly with clients to ensure alignment and transparency
    • Stay current with product developments by actively participating in continuous learning and applying new knowledge to team guidance
    • Document recurrent technical challenges and share best practice solutions with the team to improve efficiency and quality
    • Foster a culture of self-directed learning and professional growth among team members

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Delivery and Performance Expectations

No Performance Parameter Measure
1 Process Efficiency and Quality No. of cases resolved per day, adherence to process standards and SLAs, quality checks, Pulse score, customer satisfaction metrics including NSAT and ESAT
2 Team Management and Productivity Team productivity levels, efficiency rates, attendance and absenteeism records, and employee engagement indicators
3 Capability Development Completion rates of targeted training sessions (Triages), technical assessment results, and continuous learning progression

Overall, success in this role will be measured through your ability to unify technical leadership, operational control, and professional development initiatives to create a high performing and client-focused production environment.
Mandatory Skills: Fullstack MERN .

 

Experience: 5-8 Years .

 

The expected compensation for this role ranges from $60,000 to $135,000 .

 

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

 

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

 

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.