L2 Support Manager

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.

• 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 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.