Tier 1 (T1) Support Team Lead

We are seeking a proactive and experienced Tier 1 Support Team Lead to join our growing REST SOLUTION team.

Requirements

• Lead and mentor a team of Tier 1 support engineers
• Ensure SLAs and KPIs are met consistently across the T1 support function
• Provide hands-on support to help resolve escalated T1 issues and guide team members
• Monitor team performance and productivity; conduct regular coaching and performance reviews
• Collaborate with Tier 2 and Tier 3 teams to ensure proper escalation and resolution processes
• Maintain and update knowledge base articles and standard operating procedures
• Contribute to shift planning, resource scheduling, and on-call rotations as required
• Help improve support processes, tools, and documentation to drive continuous service improvement
• Serve as a point of contact for client or stakeholder communication for T1 matters