Lead L1

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)