L2 Support Manager

Incident and Escalation Management

• Act as the Escalation Manager for critical incidents, ensuring seamless coordination across teams, driving the resolution process, and maintaining consistent communication with senior management and stakeholders.

• Provide timely, transparent updates on incident status and resolution efforts to end-users and senior leadership.

• Directly participate in incident resolution when required (in cooperation with L3), offering hands-on expertise (if feasible)  and leadership in high-pressure situations.

• Drive all incidents to closure, ensuring thorough follow-up, root cause analysis, and preventive measures.

• Driving incident to closure shall follow as a priority first time fix in the field approach for known resolutions (prior escalation to the next levels e.g. L3), for unknown resolutions or impacting customer respective Tribe and L3 shall be involved   

• Use data-driven metrics to track incident trends, root causes, and resolution times to proactively prevent future issues.

• Capability to step in and to be hands on as an L2 Support engineer as a role model for execution or in case of capacity help to his/her team

• As part of post-mortems activities provides (with cooperation of post-mortem owner) impact analysis from user perspective and timelines. 

• Have knowledge of related SLAs with 3rd parties and actively participate in setting up new SLAs and regular SLA reviews.

• Constantly contribute to proactive measures such as monitoring and alerting in order to minimize incident detection time and impact.   

• Attend managerial Operations and Marketing calls (3 x a week and intensive peak periods can be set to daily) with key business stakeholders and  be prepared to brief managerial incident updates.

Incident Management connected to Problem Management

• Contribute to a culture of blameless post-mortems for critical incidents and selected high incidents, focusing on actionable insights and systemic improvements.

• From post-mortem L2 Support manager reviews related RCAs and timely implementation of follow up actions with post-mortem owners. 

Operational Leadership

• Lead the L2 team in day-to-day operations, ensuring the effective resolution of incidents within their scope and seamless escalation to L3 for complex cases.

• Oversee the implementation of robust reporting mechanisms to track incident trends, system health, and team performance.

• Identify opportunities for continuous improvement in incident response processes and operational workflows.

Strategic Contributions

Develop and implement an IT operations strategy that aligns with the company’s vision and priorities.

• Lead innovation initiatives, particularly in automating L2 processes and workflows using low-code platforms, to improve efficiency and scalability.

• Contribute to Proactive Monitoring and Alerting improvement initiatives

• Standardize and share for L1 best practices for app support in order to self manage issues and /or clear escalation procedures hence resolve issues faster. 

• Collaborate with L3 teams (BI, DevOps, Dev,..) , country IT teams, Customer Service, and cross-functional stakeholders to drive system reliability and operational excellence.

• Feed to Product Development ideas for features such as Customer Self-Service (where appropriate) in order to Amaze the Customer and to ease customer experience.

Team Leadership and Development

• Build, develop, mentor, and lead a high-performing L2 team capable of delivering effective technical solutions and operational support.

• Establish and refine team structures and workflows to align with evolving company needs.

• Promote a culture of accountability, collaboration, and proactive problem-solving.

• Be innovative on related tooling that drives efficiency and quality of L2 processes. 

Technical Expertise

• Maintain sufficient level of technical knowledge of the supported applications and interdependencies, with a focus on cloud-based and distributed systems.

• Act as a subject matter expert on troubleshooting methodologies, incident management tools, and automation opportunities.

• Hands-on capability to step in and resolve complex technical issues (if tooling is available )

Qualifications and Experience

• 5+ years in IT roles, with at least 3 years in a similar managerial position, ideally in a high-tech startup environment.

• Proven ability to manage incident resolution, act as an escalation point, and communicate effectively with senior stakeholders during critical incidents.

• Hands-on technical experience in troubleshooting and resolving application issues.

• A strong background in cloud-based and distributed systems is highly desirable.

• Experience in automating L2 processes and workflows using low-code platforms is a significant advantage.

Skills and Attributes

• Proficiency in tools such as Atlassian Jira, Confluence, Better Stack,  Duty System or similar, SQL, and office tools.

• Familiarity with monitoring and troubleshooting tools such as Datadog, ELK Stack, Sentry, or similar systems is a big advantage.

• Exceptional ability to work under stress and maintain focus in high-pressure situations.

• Excellent communication skills, with the ability to translate complex technical details into actionable insights for both technical and non-technical stakeholders.

• Strong time management and prioritization skills in a dynamic environment.

Key Performance Indicators (KPIs)

• System Availability: Maintain high availability of all critical systems.

• Incident Management: Meet or exceed defined SLAs for response and resolution times, including L2 and escalated L3 incidents.

• Critical Incident Handling: Ensure effective management and communication during critical incidents, with positive feedback from senior management.

• Process Improvements: Demonstrate measurable efficiency gains through automation and workflow enhancements.

• Team Performance: Consistent positive feedback on team performance and alignment with company priorities.

What We Offer

• A pivotal role where your leadership and technical expertise directly impact the company’s success.

• Opportunities to innovate and implement ideas quickly in a fast-paced, dynamic environment.

• A chance to work with cutting-edge tools and technologies, driving meaningful change in operational processes.

• Professional growth, continuous education, and personal development opportunities.

• A supportive, collaborative team culture and participation in legendary company events.