Technical Lead

About the Job:
A Technical Lead at DXC Technology is responsible for managing a team of 10 to 20 L1/L2 engineers. The role involves receiving assignments in the form of objectives that align with company goals and processes. Responsibilities include escalating issues to supervisors and HR, providing disciplinary support for the team, and offering direct advice and guidance to L1/L2 team members.

The Technical Lead will work on complex assignments that require a high degree of initiative and independent judgment, applying professional concepts and theoretical knowledge gained through training and experience. The position necessitates the development of expertise and practical knowledge within a business environment.

Primary Responsibilities:

• Coach frontline agents and establish linkages to Quality as Process Champions
• Maintain relationships with MOD for SLA (Service Level Agreements)
• Support case management and assist management with programs related to TCE, cost, and operational effectiveness
• Provide technical leadership to the team, including L2 mentors
• Manage incentives, recognition and rewards administration, and leave planning for the team
• Maintain and distribute daily reports related to open volume, FCR, and perform analysis
• Delegate tasks between Subject Matter Experts (SMEs) and agents
• Handle transactional escalations and provide timely Root Cause Analysis (RCA) on key escalations
• Coordinate with delivery excellence teams to maintain operational rigor
• Participate in continuous improvement programs as necessary
• Attend operational review meetings

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

Work Conditions:
Full-time, with non-standard working-time models (e.g., shift, call availability)
Location:
Riyadh, Saudi Arabia