L1 Support Engineer

Job Requirements
Key Responsibilities:
Team & Shift Leadership: Manage a 24/7/365 structured support team, overseeing
Shift Leads and guiding L0/L1 engineers through complex ticket triage, SOP verification,
and script execution. Ensure mandatory shift handovers are executed flawlessly to
preserve incident context.
Application Stability & RCA: Serve as the ultimate escalation point for application-
specific stability issues across various systems, driving deep-dive Root Cause Analysis
(RCA).
Incident & War Room Management: Act as the primary liaison with enterprise Major
Incident Management (MIM) and Level 2 Product Support Engineering (PSE) teams
during critical P0/P1 infrastructure outages and War Room activations.
SLA Governance: Ensure strict adherence to aggressive SLAs, driving a First Call
Resolution (FCR), Customer Satisfaction (CSAT), and Sev 1 response times.
Agentic AI Collaboration (Maker-Checker): Collaborate with Virtusa's dedicated
GenAI Engineering Pod. Act as the human-in-the-loop validator to review, approve, and
authorize machine-executable scripts generated by the AI (Knowledge Scripting Service)
before they are deployed to production.
Continuous Improvement: Identify toil, high-frequency manual tasks , and
undocumented "tribal knowledge" to feed into the AI transition pipeline for future
automation.
Must-Have Skills
Operational Leadership: 7+ years of experience leading shift-based IT operations,
L0/L1 support teams, and incident management.
Domain Expertise: Deep understanding of logistics, warehousing, supply chain, and e-
commerce delivery applications.
Core Technical Stack: Hands-on proficiency in basic API execution, SQL, MySQL, and
Oracle.
Scripting Knowledge: Ability to read, understand, and troubleshoot scripts written in
Ruby, Python, Linux, and Shell Scripting.
Observability & Telemetry: Experience utilizing centralized monitoring, log analysis,
and APM tools such as Splunk, Grafana, and Cosmos.
ITSM Proficiency: Strong expertise navigating complex ticketing and workflow routing in
enterprise ITSM platforms like BMC Remedy and ServiceNow.
Work Experience
7-10Years

Work arrangement
No