Lead

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

Skills Required

New Relic, Confluence, Slack, Databricks, Jira