L1 Support Consultant

1. Team Supervision & Support

Manage and guide L1 support staff (helpdesk/operations)

Provide coaching feedback and training

Guide the team on known issues and standard fixes

Maintain knowledge base articles and FAQs

Ensure the team follows all security procedures to maintain data security

2. Incident & Ticket Management

Ensure tickets are logged categorized and prioritized correctly

Monitor queue and response times

Escalate complex issues to L2/L3 and SME teams when needed

3. SLA & Performance Monitoring

Track KPIs like response time resolution time and ticket volume

Ensure the team meets service level agreements (SLAs)

Generate reports for management

4. Client Interaction

Need to be in client office for at least 3 days for a week

Ensure good communication and customer satisfaction

Have regular meeting with client on issues feedback KT requirements infrastructure changes improvements etc..

Lead weekly Monthly Quarterly meetings

Prepare Monthly Quarterly presentations

CDI discussions

5. Escalation Management

Handle escalated user concerns or complaints

Prepare and monitor post-escalation reports and action plans

6. Process Adherence

Ensure the team follows standard operating procedures (SOPs)

Identify gaps and implement process improvements

7. Coordination & Communication

Act as a bridge between the Virtusa team and client management.

Work with Virtusa leadership on issues escalations and new lines of business.

Act as a bridge between L1 team and higher-level support (L2/L3 engineering)

Communicate updates during incidents or outages

8. Own and Manage teams connectivity and Project infrastructure

Manage offshore VDI connectivity

Manage Helpdesk telephony system

Working with infrastructure vendors and Virtusa IT

9. Sales and new lines of business

Discover new line of businesses

Work with Virtusa Client partner on new opportunities

Prepare Proposals SOWs SLA docs RRs Etc.

10. Revenue optimization and team utilization

Work with offshore PM on resource utilization and margin improvements