L1 Support Lead
- Kale Logistics
- 6 - 11 years
- Mumbai
- 4 months ago
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Job Description
Role & responsibilities :
Responsible for leading a team of L1 application support engineers to ensure timely resolution of incidents, service requests, and basic troubleshooting of business applications. Acts as the first escalation point for the L1 team and coordinates with L2/L3 teams for issue resolution
Experience: 5-7 years in application support, with at least 2 years in a lead role.
Education: Bachelors degree in Computer Science, IT, or related field.
Job Description:
Required Skills & Competencies
Strong understanding of application support processes and Zoho ticketing tool
Experience in incident management, problem resolution, and escalation procedures.
Strong analytical and troubleshooting skills.
Good communication skills (written and verbal).
Ability to work in shifts and lead a team.
Key Responsibilities
Lead the L1 application support team, ensuring 24x7 service coverage.
Monitor support tickets, incidents, and service requests, ensuring SLA adherence.
Perform initial troubleshooting of application issues and escalate to L2/L3 teams when needed.
Prepare daily/weekly support performance reports.
Coordinate with cross-functional teams for problem resolution.
Maintain and update knowledge base, SOPs, and support documentation.
Train and mentor L1 support staff.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: Kale LogisticsLocation(s): Mumbai
Keyskills: L1 Support Email Support Ticketing Ticketing Tools Zoho Application Support
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