This role has direct responsibility for managing the Level 2 (L2) Production Support team across North America, while engaging with multiple internal and global teams
Job Summary
This role has direct responsibility for managing the Level 2 (L2) Production Support team across North America, while engaging with multiple internal and global teams.
The position is heavily client-focused, ensuring service excellence through the delivery and continual improvement of agreed Service Level Agreements (SLAs) across multiple clients.
Manage and motivate remote and cross-functional teams across multiple time zones, providing strong stakeholder management at senior levels.
Matching Summary
This role has direct responsibility for managing the Level 2 (L2) Production Support team across North America, while engaging with multiple internal and global teams.
Skills & Requirements
Must-have
Production Support management
Service Level Agreements (SLAs)
client-focused
Incident, Problem, Change management
Cloud platforms, Windows, UNIX
ITIL framework
Nice-to-have
collaborative and adaptable
ownership-driven
continuous improvement-oriented
professional and composed
AI-based tools
Key Requirements
Bachelor’s degree required
Minimum of 10 years’ experience
Financial Services or Technology Services industry experience