L1 Support Team Lead

SourceFuse Technologies hiring Lead L1 - Engineer with 4-5 years of experience.Job Overview:The L1 Lead will oversee the daily operations of the Service Desk supporting the A2P SMS platform. This role involves leading a team of L1 engineers, managing incident flow, ensuring SLA adherence, acting as the first point of escalation, and coordinating with L2/L3 engineering teams. The Lead also ensures high-quality communication, process compliance, and continuous improvement of monitoring and ticket-handling practices.Key Responsibilities:Team Leadership & Operations Management● Lead a team of L1 Service Desk engineers across 24x7 rotational shifts.● Manage shift rosters, attendance, handover updates, and ensure complete shift coverage.● Provide mentoring, coaching, and on-the-job guidance to L1 team members.● Conduct daily stand-ups to highlight incidents, ongoing issues, and priorities.Incident, Request & Escalation Management● Ensure timely response, triage, and resolution of support tickets raised via phone, email, or monitoring alerts.● Validate ticket quality before escalating to L2 engineers (complete logs, screenshots, summary, timelines, troubleshooting done).● Act as the first point of escalation for high-severity or customer-impacting incidents.● Monitor SLA, FTR (First Time Resolution), and response KPIs to maintain service quality.Monitoring & Platform Oversight● Ensure continuous monitoring of applications, dashboards, alerts, and infrastructure health.● Review alerts generated by monitoring tools (Viz: Grafana, ELK) and ensure quick L1 response and appropriate escalation to L2.● Drive proactive monitoring practices to reduce incident recurrence.Client Communication & Stakeholder Coordination● Serve as the primary communication bridge between L1 support and internal/external stakeholders during incidents.● Prepare incident summaries, status updates, and shift reports with clear timelines and actions taken.● Maintain professional, transparent, and timely communication with customers.Process Compliance & Documentation● Ensure strict adherence to SOPs, runbooks, and ticket-handling guidelines.● Identify gaps in procedures and propose improvements in coordination with engineering teams.● Review and enhance Knowledge Base articles (internal & public).● Drive the creation and continuous improvement of SOPs, ensuring updated workflows, best practices, and troubleshooting steps are proactively developed, reviewed, and implemented.Reporting & Continuous Improvement● Generate daily/weekly operational reports on ticket metrics, SLA compliance, incident trends, and team performance.● Identify recurring issues and collaborate with L2/L3 teams to drive problem management.● Conduct periodic refresher training for L1 engineers on ticketing, communication, and troubleshooting skills.Minimum Qualifications & Skills:Technical Skills● Experience supporting mission-critical, high-availability platforms.● Good understanding of REST APIs, basic networking concepts, Linux/Windows OS, and general application behavior.● Familiarity with monitoring dashboards/tools & incident management systems (Jira, ServiceNow, etc.).● Well-versed with the ITIL framework (Incident Management & Customer Communications, and Escalations)● Ability to perform basic troubleshooting and guide the L1 team effectively.Leadership & Soft Skills● Excellent written and verbal communication skills; fluency in English.● Strong problem-solving and analytical thinking capability.● Ability to take ownership, drive resolution, and make informed decisions in real time.● Experience working autonomously and managing multiple incidents in a high-pressure environment.● Ability to coordinate between L1 team, customers, and technical teams.● Ensure strict adherence to Ticket SLAs through effective monitoring and timely action.● Oversee incident detection and coordinate resolution efforts with L2 and L3 teams to minimise impact.● Identify process gaps proactively and drive continuous improvements across Service Desk operations.● Ensure accurate, timely, and transparent SLA reporting for internal and client stakeholders.● Enhance overall ticket resolution quality and efficiency within the Global Service Desk team● Improvement in ticket resolution by the GSD Team.Experience & Certification:-4–5 years of overall Service Desk / Application Support experience.-Minimum 1–2 years in a Team Lead or Shift Lead role (mandatory).-Experience managing 24x7 support operations preferred.-ITIL v4 Certification (Preferred)