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...

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