IT L2 Leader
Core
Leading and supervising Level 2 operational activities within the IT Shared Services Center to ensure effective service delivery, incident resolution, and continuous improvement.
Role type
Senior IT Operations Leader (L2)
Builds
IT service continuity and operational efficiency for a global testing, inspection, and certification company
Domain
IT Operations / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
IT Service Management (ITSM), ServiceNow, ITIL processes, operational performance analysis, team leadership, workload coordination, stakeholder management, multi-cultural environment navigation, Full Stack/Microsoft technologies knowledge
Preferred skills
IT financial management (budgeting, chargeback/showback)
Technologies
ServiceNow, Microsoft-based technologies
Responsibilities
Lead and oversee day-to-day L2 operational activities ensuring efficient resolution of incidents and requests; Coordinate L2 technicians' workload to ensure balanced distribution and effective use of capabilities; Review L2 operational performance metrics and trends to identify improvement opportunities; Propose improvement actions and refine L2 operational procedures, workflows, and support practices; Monitor the creation, maintenance, and quality of L2 knowledge documentation; Escalate recurring issues, operational risks, or resource constraints.
Seniority
Senior, hands-on IC with leadership responsibilities
