Lead L1 Engineer

Job Information:

Work Experience: 4-5 Years
Industry: IT Services Job Type: FULL TIME Location: Noida, India

Role 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).

Interview Process

• 3 Technical Rounds