Job Description

The L2 Leader is responsible for leading and supervising Level 2 (L2) operational activities within the IT Shared Services Center (IT SSC) scope, ensuring that service are delivered effectively, consistently, and in line with defined procedures and priorities. The role provides daytoday operational leadership to L2 teams, coordinating workloads, monitoring performance, and ensuring timely resolution of incidents and service requests assigned to L2. In addition, the L2 Leader contributes to continuous improvement by identifying recurring issues, inefficiencies, or skill gaps within L2 operations. This role is key for maintaining service continuity, balancing operational demand with available capacity, and providing clear guidance to the L2 teams to meet service commitments and performance expectations.

Qualifications

1. L2 Operational Coordination

a. Lead and oversee day-to-day L2 operational activities ensuring efficient resolution and

progress of incidents and requests handled by L2.

b. Coordinate L2 technicians workload to ensure balanced distribution of work and effective use

of capabilities across the team.

c. Ensure smooth and effective handover of incidents and service requests between L2

technicians when needed, maintaining continuity of context and enabling timely resolution.

d. Provide directions and take prioritization decisions when competing demands arise, ensuring

that urgent and longstanding tickets are addressed first.

e. Align L2 operational activities with IT SSC Leader priorities and SSCdefined processes and

procedures.

f. Escalate recurring issues, operational risks or resource constraints.

g. Support post-release activities and address issues following production deployments.

h. Ensure ticket escalations are managed consistently and in line with defined escalation paths.

2. Service Performance Monitoring & Continuous Improvement

a. Review L2 operational performance metrics and trends to identify improvement opportunities.

b. Identify process inefficiencies, recurring operational issues or gaps in L2 procedures.

c. Propose improvement actions in coordination with IT SSC Leader.

d. Identify training needs based on operational performance, incident complexity, and service

requirements.

e. Contribute to the refinement of L2 operational procedures, workflows, and support practices to

improve service efficiency and consistency.

f. Monitor the creation, maintenance, and quality of L2 knowledge documentation to ensure alignment with standard procedures and lessons learned. g. Provide feedback to L2 technicians based on performance trends and operational insights

Bachelor's degree and/or Master's degree in Information Technology, Computer Science, Engineering,

Business, or a related field.

. 7+ years of experience in IT operations, application support, or L2 support roles.

. Solid hands-on experience in Full Stack technologies and/or Microsoft-based technologies.

. Experience leading or coordinating L2 teams, ensuring workload distribution, prioritization, and SLA

compliance.

. Experience operating in multicultural and geographically distributed environments.

. Strong familiarity with ITSM tools such as ServiceNow, with focus on governance, reporting, and

service performance management

Additional Information

1. Technical/Hard Skills

a. Strong expertise in IT Service Management (ITSM) practices.

b. Experience working with ServiceNow or other ITSM platforms for operational monitoring,

reporting, and service management.

c. Solid understanding of ITIL processes and service governance frameworks, with the ability to

apply and scale them in complex environments.

d. Ability to analyze operational data and service performance indicators (SLAs, SLOs, service

stability metrics) to identify risks, bottlenecks, and improvement opportunities.

e. Ability to design, prepare, and interpret operational performance reports and dashboards.

f. Strong analytical capabilities to assess complex operational scenarios and define corrective

actions.

g. Knowledge of application technologies, including Full Stack environments and Microsoft-

based technologies, with understanding of their role in application support and operations.

h. Experience in managing large-scale IT operations, including multi-team environments, service

continuity, and performance management.

i. Knowledge of IT financial management concepts (budgeting, cost control,

chargeback/showback models) is a plus

2. Soft Skills & Behavioral Competencies

a. Strong leadership and decision-making capabilities, with experience managing cross-

functional teams.

b. Excellent communication skills, with the ability to interact and build trusted relationships

across different organizational levels.

c. Strong stakeholder management and influencing skills, including interaction with senior

leadership (e.g., CIO-level).

d. Ability to communicate effectively at executive level, including presenting operational

performance, risks, and strategic initiatives.

e. Ability to translate technical and operational topics into clear, business-oriented insights.

f. Strong organizational and coordination capabilities to orchestrate teams, workloads, and

capacity across multi-tier support models (L1, L2, L3).

g. Ability to operate effectively in a multi-cultural environment.

h. Fluent English (spoken and written) is mandatory.

IT L2 Leader