Jobfoundry
Jobfoundry
Thales

L2 Service Manager

Thales
Aerospace & DefenseSingaporeOnsitePosted 4 weeks ago
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About the role

AI summarised

The L2 Manager leads a Level 2 IT support team to ensure the stability and performance of critical IT infrastructure and applications. This role is responsible for incident, problem, and change management processes, coordinating technical resolutions with vendors and internal stakeholders to achieve defined service level agreements.

Aerospace & DefenseOnsite

Key Responsibilities

  • Lead and supervise the Level 2 support team, providing guidance, training, and performance management
  • Lead the troubleshooting and resolution of escalated technical incidents and service requests
  • Implement the incident and problem management processes by collaborating with ITSM manager to minimize downtime and service disruption
  • Oversee the change management process as Change Manager
  • Coordinate with Level 1 support and vendors/partners to resolve complex technical incidents promptly
  • Monitor system performance and proactively identify areas for improvement or potential risks
  • Ensure compliance with the regulations, data protection standards, and IT governance policies
  • Collaborate with Service Delivery Manager to support system upgrades and enhancements
  • Analyze support metrics and KPIs to continuously improve service quality and team

Requirements

  • Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field
  • Proven experience (10+ years) in IT support or operations including supervisory or management experience of L2 team
  • Strong technical knowledge of IT infrastructure and applications
  • Experience with ITSM tools and frameworks such as ITIL, ServiceNow, or equivalent
  • Excellent leadership, communication, and problem-solving skills
  • Ability to work under pressure and handle escalations effectively
  • Relevant certifications (ITIL Foundation, cybersecurity certifications) are a plus
  • Experience managing multi-disciplinary IT teams in a 24/7 operational environment
  • Knowledge of private cloud platforms and cybersecurity best practices for critical infrastructure
  • Familiarity with the airport IT systems