L1 Support Team Lead

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.