Lead L1 - Engineer

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)

-Experience with SAAS applications.