Job Title      : L1 Support Team Lead
Experience  : 9-12 Years
Location      : Remote

Job Description :

Team Leadership & Management:

• Lead and mentor a  L1 support team, assign tasks, set goals, and enhance team productivity.
• Conduct regular training sessions to improve product knowledge and troubleshooting skills.
• Act as the primary escalation point for Critical client issues.

• Develop and refine support processes to enhance efficiency.
• Create and maintain documentation, FAQs, and knowledge base articles.

Incident & Crisis Management

• Manage high-priority incidents, ensuring swift action and resolution.
• Communicate effectively during outages or major incidents to keep stakeholders informed.
• Ready to work in 24/7 shift
• Should be available on-call based on the business needs

Tools knowledge

• Jira, Confluence, Slack experience is must
• Added advantage if they have experience in New Relic & Databricks.