L2 Application Support Lead: Incident & Reliability

Prudential Assurance Company Singapore; Singapore; On-site; SGD 110,000 - 160,000; Full time

Job summary

Prudential Assurance Company Singapore is seeking an L2 Application Support Manager to lead the Level 2 support function, ensuring stability, performance, and continuous improvement of critical applications. You will manage escalated incidents, drive root cause analysis, and bridge Level 1 support with engineering and business stakeholders.

The role focuses on governance, SLA adherence, and operational resilience, with leadership responsibility for the L2 team, runbooks, and knowledge base

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field.
• 5–8+ years of experience in application support or IT operations.
• Strong knowledge of ITIL processes and service management frameworks.
• Proven experience managing production support teams.

Responsibilities

• Own overall L2 SLA performance and backlog management; reduce recurring incidents.
• Track, analyze, and drive improvements against key service metrics.
• Govern incident ownership within L2 and ensure timely closure.
• Escalate to IT Operations, MIM, and L3 support as needed.

Skills

Analytical skills

Troubleshooting

Problem-solving

Stakeholder management

Vendor management

ServiceNow/JIRA/Dynatrace

ITIL

Education

Bachelor’s degree in IT/CS

Tools

ServiceNow

JIRA

Dynatrace

Job description

Prudential Assurance Company Singapore is seeking an L2 Application Support Manager to lead the Level 2 support function, ensuring stability, performance, and continuous improvement of critical applications. You will manage escalated incidents, drive root cause analysis, and bridge Level 1 support with engineering and business stakeholders.

The role focuses on governance, SLA adherence, and operational resilience, with leadership responsibility for the L2 team, runbooks, and knowledge base