Lead

Job Description : Lead – L1 SupportWe 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.