Technical Lead

A Tech Lead at DXC Technology is responsible for managing a team of 10 to 20 L1/L2 engineers, focusing on meeting designated objectives. Key responsibilities include:

• Escalating issues to the respective supervisor and HR.
• Supporting team disciplinary maintenance.
• Providing direct advice and guidance to L1/L2 engineers.
• Working on complex assignments requiring independent action and a high degree of initiative.
• Applying foundational principles, theories, and concepts to assignments of limited scope.

The Tech Lead will develop expertise in applications relevant to the business environment and should be open to participating in non-standard working hours, such as shift work and call availability.

Responsibilities include:

• Coaching frontline agents.
• Building and maintaining linkages to Quality as Process Champions.
• Establishing connections to MOD for Service Level Agreements (SLA).
• Supporting and governing Case Management.
• Assisting managers on programs related to TCE, cost, and operational effectiveness.
• Providing technical leadership and mentoring to the team, particularly to L2 members.
• Administering incentives, R&R, and leave planning for team members.
• Maintaining daily reports on open volume, first contact resolution (FCR), and conducting analyses.
• Segregating work between subject matter experts (SMEs) and agents.
• Handling transactional escalations and delivering timely root cause analysis (RCA) on significant escalations.
• Coordinating with delivery excellence teams to ensure operational rigor.
• Participating in and driving Continuous Improvement Processes (CIP) as necessary.
• Conducting operational review meetings.

At DXC Technology, we prioritize in-person collaboration while allowing flexibility to support well-being, productivity, individual work styles, and life circumstances. We are dedicated to fostering an inclusive environment where everyone can thrive.

Location: Riyadh, Riyadh, Saudi Arabia

Job Type: Full-time

Language Requirements: Not specified.