Lead L1 - Engineer

SourceFuse Technologies hiring Lead L1 - Engineer with 4-5 years of experience.\n\nJob Overview:\nThe 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.\n\nKey Responsibilities:\nTeam Leadership & Operations Management\n%CF; Lead a team of L1 Service Desk engineers across 24x7 rotational shifts.\n%CF; Manage shift rosters, attendance, handover updates, and ensure complete shift coverage.\n%CF; Provide mentoring, coaching, and on-the-job guidance to L1 team members.\n%CF; Conduct daily stand-ups to highlight incidents, ongoing issues, and priorities.\n\nIncident, Request & Escalation Management\n%CF; Ensure timely response, triage, and resolution of support tickets raised via phone, email, or monitoring alerts.\n%CF; Validate ticket quality before escalating to L2 engineers (complete logs, screenshots, summary, timelines, troubleshooting done).\n%CF; Act as the first point of escalation for high-severity or customer-impacting incidents.\n%CF; Monitor SLA, FTR (First Time Resolution), and response KPIs to maintain service quality.\n\nMonitoring & Platform Oversight\n%CF; Ensure continuous monitoring of applications, dashboards, alerts, and infrastructure health.\n%CF; Review alerts generated by monitoring tools (Viz: Grafana, ELK) and ensure quick L1 response and appropriate escalation to L2.\n%CF; Drive proactive monitoring practices to reduce incident recurrence.\n\nClient Communication & Stakeholder Coordination\n%CF; Serve as the primary communication bridge between L1 support and internal/external stakeholders during incidents.\n%CF; Prepare incident summaries, status updates, and shift reports with clear timelines and actions taken.\n%CF; Maintain professional, transparent, and timely communication with customers.\n\nProcess Compliance & Documentation\n%CF; Ensure strict adherence to SOPs, runbooks, and ticket-handling guidelines.\n%CF; Identify gaps in procedures and propose improvements in coordination with engineering teams.\n%CF; Review and enhance Knowledge Base articles (internal & public).\n%CF; Drive the creation and continuous improvement of SOPs, ensuring updated workflows, best practices, and troubleshooting steps are proactively developed, reviewed, and implemented.\n\nReporting & Continuous Improvement\n%CF; Generate daily/weekly operational reports on ticket metrics, SLA compliance, incident trends, and team performance.\n%CF; Identify recurring issues and collaborate with L2/L3 teams to drive problem management.\n%CF; Conduct periodic refresher training for L1 engineers on ticketing, communication, and troubleshooting skills.\n\nMinimum Qualifications & Skills:\nTechnical Skills\n%CF; Experience supporting mission-critical, high-availability platforms.\n%CF; Good understanding of REST APIs, basic networking concepts, Linux/Windows OS, and general application behavior.\n%CF; Familiarity with monitoring dashboards/tools & incident management systems (Jira, ServiceNow, etc.).\n%CF; Well-versed with the ITIL framework (Incident Management & Customer Communications, and Escalations)\n%CF; Ability to perform basic troubleshooting and guide the L1 team effectively.\n\nLeadership & Soft Skills\n%CF; Excellent written and verbal communication skills; fluency in English.\n%CF; Strong problem-solving and analytical thinking capability.\n%CF; Ability to take ownership, drive resolution, and make informed decisions in real time.\n%CF; Experience working autonomously and managing multiple incidents in a high-pressure environment.\n%CF; Ability to coordinate between L1 team, customers, and technical teams.\n%CF; Ensure strict adherence to Ticket SLAs through effective monitoring and timely action.\n%CF; Oversee incident detection and coordinate resolution efforts with L2 and L3 teams to minimise impact.\n%CF; Identify process gaps proactively and drive continuous improvements across Service Desk operations.\n%CF; Ensure accurate, timely, and transparent SLA reporting for internal and client stakeholders.\n%CF; Enhance overall ticket resolution quality and efficiency within the Global Service Desk team\n%CF; Improvement in ticket resolution by the GSD Team.\n\nExperience & Certification:\n-4–5 years of overall Service Desk / Application Support experience.\n-Minimum 1–2 years in a Team Lead or Shift Lead role (mandatory).\n-Experience managing 24x7 support operations preferred.\n-ITIL v4 Certification (Preferred)\n-Experience with SAAS applications.