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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 24×7 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 24×7 support operations preferred.
-ITIL v4 Certification (Preferred)
-Experience with SAAS applications.
