L2 Support Manager

Are you an experienced IT professional with a passion for leading teams, resolving complex incidents, and driving operational excellence? Join us as an L2 IT Support Manager, where you’ll play a key role in ensuring the stability, availability, and efficiency of our application systems and infrastructure.

This hands-on leadership position requires both technical expertise and strong communication skills to manage critical incidents, collaborate across teams, and continuously improve our processes.

What will be your key responsibilities:

Incident & Escalation Management:

  • Act as the Escalation Manager for critical incidents, ensuring effective coordination and timely resolutions while keeping senior management and stakeholders informed.
  • Lead the resolution of incidents with a focus on first-time fixes and collaborate with L3 teams for complex cases.
  • Provide clear and timely updates to users and senior leadership, ensuring transparency in high-pressure situations.
  • Contribute to post-mortem reviews and implement follow-up actions to prevent recurrence.

Operational Leadership:

  • Lead and mentor the L2 team, fostering a culture of collaboration, accountability, and innovation.
  • Implement robust reporting systems to track incident trends, root causes, and team performance.
  • Drive process improvements, proactive incident prevention, and operational excellence through automation and analytics.

Strategic Impact:

  • Develop and implement IT operations strategies aligned with company goals.
  • Collaborate with cross-functional teams to improve system reliability, enhance customer experience, and standardize best practices.
  • Innovate and automate L2 processes using low-code platforms to enhance scalability and efficiency.

Team Development:

  • Build and grow a high-performing team, empowering them with the tools, skills, and processes needed to excel in a dynamic environment.

What experience should you have:

  • Experience: 5+ years in IT, including 3+ years in a managerial role within a high-paced environment.
  • Technical Expertise: Strong knowledge of cloud-based and distributed systems, with hands-on troubleshooting experience.
  • Leadership Skills: Proven ability to manage critical incidents, mentor teams, and communicate effectively with senior stakeholders.
  • 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.
  • Adaptability: Exceptional under pressure, with excellent prioritization and problem-solving skills.

What do you get in return:

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.

Mám zájem o tuto pozici

Poslat nabídku na e-mail

Další pozice v oboru Informační technologie, region Prague

Senior Backend Developer

  • Rohlik Group
  • Prague
  • By agreement

We are a leading e-grocery company in Europe, helping people eat and live well by delivering fresh, high-quality food quickly and reliably. As we expand our technical capabilities, we seek a Senior…

Senior Backend Developer

Finanční kontroler

  • Citas
  • Vestec
  • Dohodou

Náš klient, významný výrobce v oblasti zpracování kovů, hledá kandidáta/kandidátku na pozici Finanční kontrolér.

Finanční kontroler

Seniorní Frontendový Vývojář (Angular)

  • Citas
  • Praha hl.m.
  • Dohodou

Hledáme zkušeného seniorního frontendového vývojáře se zaměřením na Angular, který se připojí k týmu v Komerční bance. Tato pozice je klíčová pro vývoj a údržbu interních i klientských aplikací,…

Seniorní Frontendový Vývojář (Angular)