SourceFuse Technologies hiring Lead L1 - Engineer with 4-5 years of experience. Job Overview: The L1 Lead will oversee the daily operations of the Service Desk supporting the A2P SMS platform. This role involves leading a team of L1 engineers, managing incident flow, ensuring SLA adherence, acting as the first point of escalation, and coordinating with L2/L3 engineering teams. The Lead also ensures high-quality communication, process compliance, and continuous improvement of monitoring and ticket-handling practices. Key Responsibilities: Team Leadership & Operations Management ● Lead a team of L1 Service Desk engineers across 24x7 rotational shifts. ● Manage shift rosters, attendance, handover updates, and ensure complete shift coverage. ● Provide mentoring, coaching, and on-the-job guidance to L1 team members. ● Conduct daily stand-ups to highlight incidents, ongoing issues, and priorities. Incident, Request & Escalation Management ● Ensure timely response, triage, and resolution of s...