Level 2 Application Support Manager

About the role

The Level 2 Application Support Manager leads the Level 2 support function, ensuring stability, performance and continuous improvement of business-critical applications. The role manages escalated incidents, drives root cause analysis and acts as a bridge between Level 1 support, engineering teams and business stakeholders. It is also accountable for the performance, governance and maturity of the L2 function, with a focus on SLA adherence, fewer recurring incidents and stronger operational resilience.

Key responsibilities

• Own overall L2 SLA performance, including backlog management and reduction of recurring incidents
• Track, analyse and drive improvements against key service metrics
• Handle and resolve P3-P5 tickets in line with defined processes, and ensure timely escalation to IT Operations, Major Incident Management and L3 teams
• Act as the single point of accountability for L2 to IT Operations leadership
• Set clear operating boundaries between L1, L2 and L3 teams and enforce incident management processes, escalation paths and service standards
• Maintain and improve runbooks and the knowledge base, and ensure compliance with governance and audit requirements
• Own team structure, staffing, rotation planning and support coverage, and lead, coach and develop team members
• Drive continuous improvement, problem management and root cause elimination, and enhance monitoring, alerting and observability

Required profile

• Bachelor's degree in IT, Computer Science or a related field
• 5-8+ years of experience in application support or IT operations
• Proven experience managing production support teams
• Strong analytical, troubleshooting and problem-solving skills, and excellent communication and stakeholder management
• Ability to manage vendors and cross-functional teams

Required skills

• Experience with ticketing and monitoring tools such as ServiceNow, JIRA and Dynatrace
• Strong knowledge of ITIL processes and service management frameworks