KT IS Lead-TnT

Job Description

A Tech Lead is in charge of managing a team of 10 – 20 L1 / L2 engineers. He / She receives assignments in the form of objectives with goals and process to meet goals outlined. The responsibility of the Tech Lead would include escalating issues to respective supervisor and HR. He / She would also support disciplinary maintenance of their team. The Tech Lead would be responsible to provide direct advice and guidance to L1 / L2s. They are expected to work on assignments that are complex in nature, where independent action and a very high degree of initiative is required to the resolve the problem and develop solutions to the problems and support any other activities assigned to him / her.

A Tech Lead will apply intermediate foundation of a function's principles, theories and concepts to assignments of limited scope. He / She would utilize professional concepts and theoretical knowledge acquired through specialized training, education or previous experience to exercise independent judgment within defined parameters. He / She is expected to develop expertise and practical knowledge of application within business environment. He / She is expected to be willing to participate in non-standard working-time models (e.g. shift, call availability etc...)

Responsibilities

• The primary responsibilities of a Tech Lead are mentioned below, but not limited to:
• Coaching of Frontline agents
• Build and maintain linkages to Quality while being Process Champions
• Establish and maintain linkages to MOD for SLA (Service level Agreement)
• Support and govern Case Management
• Support Manager on programs related to TCE, Cost and Operation effectiveness.
• Technical leaders to team including L2/ Mentors
• Incentives, R&R administration, and Leave Planning for the team
• Maintain and distribute daily reports related to open volume, FCR etc. and analysis
• Segregate the work between SME’s and agents
• Support and attend to Supervisory calls
• Drive daily huddles along with Team Manager
• Transactional escalation handling and provide timely RCA on key escalation / necessary transactions
• Coordinating with delivery excellence teams to drive the operational rigor
• Participating / drive CIP where required
• Operational review meeting
  

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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