Wipro Hiring Technical Lead – L1 in Bengaluru | IT Operations & Support Leadership Role 2025
Wipro Hiring: Technical Lead – L1 | IT Operations & Process Excellence Role in Bengaluru
Job Title: Technical Lead – L1
Location: Bengaluru, India
Employment Type: Full-Time
Company: Wipro Limited
🌐 About Wipro Limited
With over 230,000 employees spread across 65 countries, Wipro delivers cutting-edge solutions in cloud, cybersecurity, AI, design, engineering, and business operations.
The company is driven by the belief that technology can transform lives and industries. At Wipro, innovation, integrity, and impact intersect to power enterprises toward sustainable, future-ready growth.
Visit www.wipro.com to explore more.
💼 Role Overview: Technical Lead – L1
Wipro is currently hiring a Technical Lead – L1 in Bengaluru, responsible for ensuring daily process delivery, managing technical escalations, and enhancing the skillset of Production Specialists. This role bridges technical troubleshooting, team performance management, and customer satisfaction to deliver operational excellence.
This is a people-centric leadership position where the individual not only oversees production metrics but also plays a key role in technical resolution, knowledge management, and coaching.
🔧 Key Responsibilities
As a Technical Lead – L1, you will be accountable for three major functional areas: process performance, technical support, and team capability development.
🟠 1. Process Oversight & Performance Management
Monitor and review the daily performance of Production Specialists
Ensure timely and accurate logging, tracking, and documentation of support requests and actions
Adhere to compliance guidelines outlined in service agreements and quality standards
Review and follow standard operating procedures (SOPs) to ensure uniform handling of client issues
Escalate unresolved problems to the relevant teams (Team Leads, TAs, or SES) following defined protocols
🟠 2. Technical Resolution and Escalation Handling
Serve as the go-to expert for technical escalations that cannot be resolved at the L1 Production level
Provide real-time technical diagnosis and troubleshooting for client queries
Support users through step-by-step resolutions with a professional and client-first approach
Offer alternative solutions where required to retain client confidence and satisfaction
Ensure all product disclosures, service information, and legal disclaimers are communicated accurately
Maintain a balance between quality, speed, and client experience during interactions
Participate in callback management and customer follow-ups to verify issue resolution
🟠 3. Team Capability Building and Mentoring
Identify skill gaps and design targeted training interventions (triages)
Conduct and track the effectiveness of triage sessions and technical testing
Stay updated on product changes and disseminate knowledge via regular internal training
Coordinate with clients regarding training schedules and product enhancement briefings
Encourage continuous learning through self-paced upskilling and knowledge sharing
Create documentation of common issues and technical fixes to build a knowledge repository
📊 Performance Metrics
Your performance in this role will be measured using the following KPIs:
Parameter Measure of Success
Process Delivery Number of cases resolved per day, SLA adherence, quality scores, customer feedback
Team Management Productivity, attendance, support efficiency, and engagement
Capability Development Number of triage sessions completed, improvement in test results, feedback from trainees
🧠 Desired Skills and Experience
Proven expertise in technical troubleshooting and problem resolution
Strong understanding of client SLAs and performance metrics
Effective communication and interpersonal skills for client and team interactions
Ability to analyze call logs, identify patterns, and suggest process improvements
Demonstrated leadership in coaching and mentoring junior support staff
Familiarity with support ticketing systems, process documentation, and escalation workflows
Customer-first mindset with a solution-oriented approach to service
📍 Educational & Professional Background
Education: Bachelor’s Degree (Engineering, IT, Computer Science preferred)
Experience: 5–8 years in a technical support or IT operations role, with prior leadership exposure
Certifications (Preferred): ITIL, HDI Support Center Analyst, or any product-specific technical certifications
🌟 What Sets This Role Apart?
The Technical Lead – L1 position at Wipro offers a balance of technical challenge, leadership responsibility, and customer interaction. It’s not just about fixing issues—it’s about:
Driving knowledge enhancement for your team
Improving client experience through proactive resolution
Co-creating innovation by identifying patterns and building reusable solutions
This role is ideal for professionals who want to transition into team leadership, improve technical expertise, and contribute to organizational excellence.
🏢 Why Choose Wipro?
Joining Wipro means more than just a job—it’s a commitment to continuous reinvention. Here’s what you can expect:
Dynamic work environment with challenging, impactful projects
A culture that rewards curiosity, experimentation, and learning
Global exposure and cross-functional collaboration opportunities
Well-defined career paths and leadership development programs
Competitive compensation and comprehensive benefits
Whether you’re looking to grow within tech support or move into future roles in operations, engineering, or service delivery, Wipro provides the ideal platform to shape your career.
🤝 Diversity, Inclusion & Purpose at Wipro
Wipro is a proud equal opportunity employer committed to diversity, equity, and inclusion. We believe a diverse workforce drives innovation and performance. We welcome applicants from all backgrounds, including persons with disabilities, and strive to create an accessible, supportive, and empowering environment for all employees.
At Wipro, we don’t just adapt to change—we lead it. We’re reinventing our business, our technology, and our talent culture to remain at the forefront of digital transformation.
📝 How to Apply
Visit the Wipro Careers Portal
Search for the Requisition ID: 50500
Submit your application and resume online
Shortlisted candidates will be contacted for assessment and interview
📌 Job Summary Snapshot
Attribute Details
Job Title Technical Lead – L1
Job ID 50500
Location Bengaluru, Karnataka, India
Employment Type Full-Time
Function IT Operations & Technical Support
Work Arrangement On-site / Hybrid (Project-dependent)
Experience Level Mid-Level (5–8 Years)
Shift As per business requirement
🚀 Ready to Lead with Wipro?
If you’re a technically sound professional ready to lead teams, resolve critical issues, and shape operational excellence—this is your moment.
Join Wipro as a Technical Lead – L1 and take the next step in a career powered by purpose, progress, and people.