Console Support Shift Lead

Responsibilities

• Ensure compliance with company standards and regulatory requirements. Lead and coordinate 24×7 L1 SMC Monitoring operations, supervising shift activities and ensuring continuous monitoring of servers, networks, storage, databases, backups, and applications.
• Manage staffing and shift rosters, including scheduling duties, arranging backfills for leave/emergencies, and ensuring adequate monitoring coverage at all times.
• Provide technical guidance for L1 troubleshooting, supporting first‑level diagnostics, validating escalations, and ensuring smooth event monitoring operations.
• Oversee incident and escalation workflows, ensuring proper shift handovers, acting as Incident Coordinator during major incidents, and guiding the L1 team on daily incident handling.
• Execute service and change requests, coordinating with System and Application teams, validating SOPs, and ensuring L1 staff have required training and access...