Lead
4 weeks ago
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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