Level 2 Support Manager
Core
Leading Level 2 application support function to ensure stability, performance, and continuous improvement of business-critical applications.
Role type
Senior IC Application Support Manager
Builds
Operational resilience and service reliability for business-critical applications
Domain
IT Operations / Application Support
Deliverable
dashboards & analysis
Required skills
Incident management, Root cause analysis, SLA adherence, Team leadership, Process governance, Vendor management, Runbook development, Stakeholder management, ITIL framework knowledge
Preferred skills
Production support team management, Problem management, Observability tools
Technologies
ServiceNow, JIRA, Dynatrace
Responsibilities
Manage escalated incidents and drive root cause analysis; Own L2 SLA performance and backlog management; Govern incident ownership and ensure timely escalation; Lead, coach, and develop L2 team members; Drive continuous improvement initiatives for system stability and service reliability.
Seniority
Senior, hands-on IC with team management