Tech Lead

A Tech Lead is responsible for managing a team of 10 – 20 L1 / L2 engineers and receiving assignments in the form of objectives to achieve outlined goals. This role involves escalating issues to supervisors and HR, maintaining team discipline, and providing guidance to L1 / L2 engineers. The Tech Lead is expected to handle complex assignments independently and is encouraged to develop expertise and contribute to a business environment.

Responsibilities

• Coaching of Frontline agents
• Build and maintain linkages to Quality as 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 Operational effectiveness
• Serve as technical leader to the team, including L2/Mentors
• Oversee incentives, R&R administration, and Leave Planning for the team
• Maintain and distribute daily reports related to open volume, FCR, etc. and conduct analysis
• Segregate the work between SMEs and agents
• Support and attend Supervisory calls
• Drive daily huddles alongside the Team Manager
• Handle transactional escalations and provide timely RCA on key escalations and necessary transactions
• Coordinate with delivery excellence teams to ensure operational rigor
• Participate in and drive CIP where required
• Conduct operational review meetings

Work Conditions
At DXC Technology, we value strong connections and community. Our work model emphasizes in-person collaboration while providing flexibility to support wellbeing, productivity, individual work styles, and personal circumstances. We are dedicated to creating an inclusive environment where everyone can thrive.