L1 Operations Lead
- Trigent Software
- 6 - 10 years
- Bengaluru
- 4 days ago
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Job Description
Dear Candidate,
This is a deployment model job, meaning you will be working at our clients location while being an employee of Trigent. This model allows you to gain valuable experience working directly with our clients and contribute to their projects while being supported by the Trigent team.
If interested for the below position kindly fill the below Google-form and share your resume to ha*****s@tr****t.com.
https://forms.gle/xdPZN7Mi6HHEQgpT9
Job Description: Please find the detailed job description below for your reference.
Role: L1 Support Lead
Location: Bangalore (Work from Office First 3 weeks / Hybrid later)
Shift: 247 rotational | US night hours (6:30 PM 3:30 AM IST)
Joining: Within 3 weeks
Summary - L1 Support Shift Lead (Offshore)
Role Overview - We are looking for a Shift Lead to manage a team of L1 Support Engineers in an offshore support model. The role focuses on ensuring SLA adherence, managing escalations, and maintaining high-quality support for business-critical applications.
Key Responsibilities
1. Queue & SLA Management
Monitor ticket queues (incidents/requests) and ensure timely resolution
Drive adherence to SLAs, including response time and resolution metrics
Ensure effective shift handovers with clear updates on critical issues
2. Escalation Management
Validate tickets before escalation to L2/L3 teams
Ensure proper troubleshooting steps are completed at L1 level
Identify recurring issues and escalate trends proactively
3. Team Leadership & Quality
Conduct regular quality checks on tickets and customer interactions
Mentor and guide L1 engineers to improve performance
Support onboarding and training of new team members
Required Skills & Experience
- 6+ years in Technical Support with 12 years in a Lead role.
- Strong understanding of ITIL (Incident & Request Management).
- Experience with ticketing tools (ServiceNow, Jira, Zendesk, etc.).
- Ability to analyze logs and basic API errors Strong communication and team management skills.
- Additional Requirements Willingness to work in shift-based (US overlap) environment.
- Ability to handle high-pressure situations independently
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: Trigent SoftwareLocation(s): Bengaluru
Keyskills: B2B Enterprise Support Technical support Lead SLA Incident KPI ITSM Escalations ITIL
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