Senior Engineering Manager - Operations (L1 and L2 Support)

Role Summary: 

As a Senior Engineering Manager - Operations, you will be responsible for managing the L1/L2 support teams to ensure the highest level of service delivery, operational excellence aimed at improved user experience. You will be responsible for managing a team of engineers, developing and implementing support strategies, and driving continuous improvement in services delivered to our users and customers.  

Key Responsibilities: 

• Lead and manage the L1 and L2 support teams, ensuring effective and efficient handling of incidents and service requests. 

• Develop and implement support strategies to improve service quality, reduce incident resolution times, and enhance customer satisfaction. 

• Monitor and analyze support metrics and KPIs to identify areas for improvement and implement corrective actions. 

• Collaborate with cross-functional teams, including engineering, product, and customer service, to resolve complex technical issues and ensure smooth operations. 

• Drive continuous improvement initiatives to enhance support processes, tools, and documentation. 

• Ensure compliance with service level agreements (SLAs) and other contractual obligations. 

• Mentor and develop team members, fostering a culture of learning, collaboration, and excellence. 

• Prepare and present regular reports on support performance to senior management. 

Qualifications: 

• Bachelor’s or master’s degree in computer science, Information Technology, or a related field. 

• Proven experience in managing L1 and L2 support teams, preferably in a large-scale enterprise environment. 

• Strong understanding of agile support processes and best practices. 

• Excellent problem-solving skills and the ability to handle complex technical issues. 

• Engineering-led approach to resolving operational issues. 

• Experience with support tools and systems, such as ServiceNow or similar platforms. 

• Hand on support experience from previous roles. 

• Strong leadership and people management skills, with the ability to motivate and inspire a team. 

• Possesses strong hands-on technical experience. 

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels. 

Preferred Qualifications: 

• ITIL certification or other relevant industry certifications. 

• Experience in the logistics or supply chain industry. 

• Knowledge of cloud technologies and platforms (e.g., AWS, Azure). 

• Experience with automation and scripting to improve support processes. 

What We Offer: 

• Competitive salary and benefits package. 

• Opportunities for professional growth and development. 

• A collaborative and inclusive work environment. 

• The chance to make a significant impact on a global scale.