L1 Lead

Job description

**TCS is hiring for L1 Lead role.** **Shift- 24/7 Rotational** **Job Description-** - Lead and manage a team of Level 1 monitoring analysts working in a 24x7 environment. - Oversee daily operations, ensuring continuous system and network monitoring. - Ensure effective shift handovers and communication of ongoing or pending issues. - Allocate shifts, manage attendance, and ensure adequate team coverage. - Serve as the first point of escalation for L1-related operational issues. - Oversee ticket/ID creation, classification, and timely escalation to L2/L3 teams as per defined SOPs. - Decision Making and escalation management - Good knowledge on TTH domain background. Dynatrace dashboard, Cloud watch, Quantum metrics, SOP handling - Training and development - Communication and coordination - SLA and KPI management - Process improvement - Documentation and audit compliance - Ability to guide, motivate, and inspire team members - Decision-making and accountability - Delegation of tasks effectively - Conflict resolution and problem handling - ITIL and Service now Tool knowledge - Ability to guide, motivate, and inspire team members - Supporting team members' growth - Providing training and guidance - Encouraging skill development - Making decisions that benefit the team and organization