Lead

4 weeks ago


Kota, India TIGI HR Full time

Job Description: Lead – L1 Support

We are seeking an experienced professional to lead and manage our L1 support team, ensuring exceptional service delivery and operational excellence.

Key Responsibilities

  • Provide team leadership by assigning tasks, setting performance goals, and mentoring team members to boost productivity.
  • Conduct regular training to strengthen product knowledge and troubleshooting capabilities.
  • Serve as the primary escalation point for critical client issues and ensure timely resolution.
  • Design, implement, and refine support processes for improved efficiency and service quality.
  • Create and maintain comprehensive documentation, FAQs, and knowledge base content.
  • Oversee incident management, driving rapid response and resolution of high-priority issues.
  • Communicate effectively with stakeholders during outages or major incidents.
  • Remain flexible to work in 24/7 shifts and provide on-call support as needed.

Required Skills

  • Hands-on experience with Jira, Confluence, and Slack.
  • Exposure to New Relic and Databricks is an added advantage.


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