Support L1 Lead Job description
- Lyca Digital
- 5 - 8 years
- Bengaluru
- 5 years ago
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Job Description
Job Description:
L1 Lead utilizes his/her technical experience, resourcefulness, and strong customer service skills to lead urgent customer situations to conclusion. Responsible for managing frequent, high-quality updates to all internal and external stakeholders on the Incidents reported. The L1 Lead is an advocate within Lycadigital on behalf of business stakeholders and will ensure that escalations are handled with appropriate level of urgency.
Responsibilities includes:
- To ensure the incidents reported are managed as per of the Lycadigital Incident Management process which is in line with the ITIL guidelines
- To ensure that all Incidents reported are addressed and resolved within agreed SLAs
- To ensure that the Root Cause Analysis is done for all Major Incidents and RCA outcome is recorded and published to all concerned stakeholders and preventive actions are implemented to avoid reoccurrence of the incidents.
- Managing resource allocation and rotation of shifts (as needed)
- Removing dependencies (External/Internal) and impediments impacting incidents resolution
- Publishing periodic SLA reports and other ad-hoc reports to management
- To drive Level 1 and Level 2 support teams by continuous guiding for effective management of incidents.
- To handle all escalations from the business on the Incidents reported with due diligence and diplomacy
Required Skills:
- Understanding of PHP, WordPress and MySQL (hands on experience is an added advantage)
- Knowledge of Client Server Application workings
- Understanding of E-Commerce websites and payment gateways
- Strong exposure and experience in end to end management of incidents in line with ITIL guidelines
- Strong knowledge & exposure to ITIL processes like Incident, Service request, Change Request and Problem Management
- Should have excellent written and verbal communication skills
- Should possess excellent analytical and troubleshooting skills
- Good team player with strong leadership skills
- Demonstrate resilience and a capacity to maintain a constructive attitude during high-pressure situations
Preferred Skills:
- Event Management/Alert Monitoring knowledge/understanding will be an added advantage
Qualification: Graduation with above 60%
Experience Level: 5-8 years
Job Classification
Industry: Telcom, ISPFunctional Area: IT Hardware, Technical Support, Telecom Engineering, Role Category: Technical SupportRole: Technical SupportEmployement Type: Full timeEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Any Postgraduate in Any SpecializationDoctorate: Doctorate Not Required, Any Doctorate in Any SpecializationContact Details:
Company: Lyca DigitalLocation(s): Bengaluru
Keyskills: Root Cause Analysis Customer Service Resource Allocation Payment Gateways MySQL Wordpress Escalations PHP Client Server Incident Management
Lyca Digital
We are a part of a large multi-billion-dollar multinational group spread across 25 countries across five continents. The Group has businesses across Telecommunications, Entertainment, Travel, Healthcare, Media, Technology, Financial Services, Marketing and Hospitality. Lycadigital, is the digital ar...
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