Technical Lead-L1 Support

About this opportunity:

We are seeking a highly skilled and motivated Technical Lead to oversee and guide the Level 1 (L1) Support Team. This role requires technical expertise, strong leadership abilities, and a passion for ensuring high-quality support for end-users and stakeholders. As the Technical Lead, you will be responsible for managing day-to-day operations, mentoring team members, and ensuring timely resolution of incidents and service requests.

Key Responsibilities:
Team Leadership:
Lead and mentor the L1 support team to deliver exceptional support services.
Assign tasks and prioritize incident handling based on severity and business impact.
Foster a culture of continuous learning and improvement.
Incident and Request Management:
Oversee the ticketing process, ensuring SLAs and KPIs are met consistently.
Provide technical guidance and resolution for complex L1 issues.
Escalate unresolved incidents to higher-level support teams (L2/L3) when necessary.

Technical Expertise:
Maintain a strong understanding of the OCP stack, Monitoring tools, and systems.
Train the team on troubleshooting techniques, new tools and emerging technologies.
Act as the primary point of contact for L1 escalations and provide root cause analysis.

Collaboration:
Work closely with cross-functional teams (L2/L3, DevOps, Product) to ensure smooth handoffs and resolutions.
Collaborate with stakeholders to identify pain points and improve service delivery.

Reporting and Documentation:
Monitor team performance metrics and prepare regular reports for management.
Ensure all processes, resolutions, and troubleshooting steps are well-documented in the knowledge base.
Suggest improvements to workflows and processes based on data and feedback.

Quality Assurance:
Conduct periodic audits of tickets to ensure high-quality resolutions.
Identify training needs for team members to bridge technical gaps.

Qualifications:
Bachelor s degree in computer science, Information Technology, or related field.
[6+] years of experience in IT support or technical operations, including [2+] years in a leadership role.
Strong knowledge of Windows/Linux environments, networking basics, cloud platforms, DevOps cycle, Kubernetes, monitoring tool etc.].
Proficiency with monitoring tool and ticketing systems like [Jira, HPSM, HPSA or similar].
Excellent problem-solving and analytical skills.
Strong communication and interpersonal skills, with the ability to manage diverse teams.
ITIL certification or familiarity with IT service management (preferred).

Key Skills:
Leadership and team management.
Technical troubleshooting and problem-solving.
Familiarity with ITIL/Incident Management processes.
Strong organizational skills and attention to detail.