L1 Support Lead

Movate; Chennai District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Movate, a global customer experience and technology partner, is seeking a Frontline L1 Support Technical Lead to guide a team of L1 engineers, resolve critical incidents, and ensure timely handling of service requests in a 24x7/24x5 model across cloud environments (Azure, AWS) and IIS-hosted apps.

The role emphasizes automation with PowerShell and Power Automate, strong ITIL practices, and close collaboration with DevOps and client stakeholders to drive operational excellence.

Qualifications

• Bachelor's degree in CS/IT or related field.
• 5+ years in IT support with significant lead/senior role.
• Proven leadership and mentoring abilities.
• Excellent communication and collaboration with client directors.

Responsibilities

• Lead and mentor a team of L1 Support Engineers.
• Oversee resolution of L1 technical issues.
• Escalation point for complex problems.
• Develop automation using PowerShell and Power Automate.
• Monitor system performance with Datadog.
• Manage IIS and Azure/AWS hosted applications.
• Collaborate with Dev & Ops to improve stability.
• Contribute to knowledge base and documentation.
• Ensure ITIL processes for incidents, problems, changes.

Skills

Leadership

Communication

Troubleshooting

ITIL

Cloud platforms

Automation

Team mentoring

Client-facing

Education

Bachelor's degree in Computer Science / IT

Tools

IIS

Datadog

Azure

AWS

Octopus Deploy

PowerShell

Power Automate

Copilot

Job description

Key Skills: IIS, Monitoring, Datadog, AWS/Azure, ServiceNow, ITIL, 24/7 and 24/5 Application/Production Support, Incident

About the Company

Movate, formerly called CSS CORP, is a new age services company that harnesses the power of digital technologies to

We enable businesses to anticipate and face disruptions effectively through our digital, technology, and support services.

We are a global customer experience and technology consulting services provider and a digital transformation partner of choice

for clients, including the world’s top innovators across industries, from mid-market players to large enterprises. We have a

diverse team of over 11,500 customer-centric thinkers, collaborators, and co-creators across 20 global locations.

Job Summary:

The Frontline L1 Support Technical Lead will be responsible for leading a team of L1 support engineers, providing technical

guidance, and ensuring efficient resolution of critical incidents and service requests. This role requires a blend of strong

technical expertise in cloud platforms, automation, and monitoring tools, along with proven leadership and communication

skills to drive operational excellence in a fast-paced environment. The candidate should have proven experience in ITIL process

implementation and handling 24X7 and 24X5 support projects.

Key Responsibilities:

• Lead, mentor, and technically guide a team of L1 Support Engineers.
• Oversee the resolution of L1 technical issues, ensuring timely and effective solutions.
• Act as an escalation point for complex technical problems, providing expert guidance and hands-on support when needed.
• Develop and implement automation solutions using PowerShell scripting and Power Automate to streamline support processes.
• Monitor system performance and proactively identify potential issues using Datadog and other monitoring tools.
• Manage and troubleshoot applications hosted on IIS and within Azure and AWS environments.
• Collaborate with development and operations teams to resolve recurring issues and improve system stability.
• Utilize Copilot to enhance problem-solving, documentation, and knowledge sharing within the team.
• Ensure adherence to ITIL best practices for incident, problem, and change management.
• Contribute to the creation and maintenance of comprehensive knowledge base articles and documentation.
• Proven experience handling ITIL projects for 24X7 and 24X5 support at a global level for at least 8+ years.

Mandatory Skills:

• Experience: 5-6 years in IT Support with significant contribution in a technical lead or senior role.
• Proven experience handling ITIL projects for 24X7 and 24X5 support for at least 5+ years.
• Cloud Platforms: In-depth knowledge and hands-on experience with Datadog monitoring, Microsoft Azure, and Amazon Web Services (AWS).
• Deployment Tools: Proficiency in Octopus Deployment for application deployments.
• Web Servers: Strong experience with Internet Information Services (IIS) administration and troubleshooting.
• Monitoring Tools: Hands-on experience with Datadog for monitoring and alerting, along with advanced PowerShell scripting for automation and system administration.
• Process Automation: Experience with Microsoft Power Automate for workflow automation.
• AI Tools: Familiarity and practical experience with Microsoft Copilot for productivity and problem-solving.
• Leadership: Proven ability to lead, mentor, and motivate a technical support team.
• Troubleshooting: Excellent analytical and problem-solving skills for diagnosing and resolving complex technical issues.
• Ability to work effectively in a high-pressure environment and manage multiple priorities simultaneously.
• Communication: Strong verbal and written communication skills.
• Experience working directly with client Director-level stakeholders.
• Adaptability to learn new technologies such as Salesforce for L1 and L2 support.
• Experience in a DevOps environment.

Optional Skills:

• Experience with other monitoring tools such as Splunk and Prometheus.
• Knowledge of other scripting languages such as Python.
• Experience with containerization technologies such as Docker and Kubernetes.

Pay range and compensation package

• Competitive salary based on experience and qualifications.

Equal Opportunity Statement

• We are an equal opportunity employer and are committed to creating a diverse and inclusive workplace.
• We encourage applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other characteristic protected by law.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in IT support, with a significant portion in a lead or senior technical role.
• Proven leadership abilities, with experience in mentoring and developing technical teams.
• Exceptional communication and interpersonal skills, with the ability to interact effectively with technical and