L2 Application Support Lead: Stability & SLA Excellence

Prudential Assurance Company Singapore; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

Prudential Assurance Company Singapore is seeking an L2 Application Support Manager to lead the Level 2 support function, ensuring stability and performance of critical applications. You will own incident management, drive root-cause analysis, and coordinate with L1, engineering, and business stakeholders.

The role emphasizes governance, SLA adherence, and operational resilience, with a focus on proactive monitoring, runbooks, and escalation discipline to reduce outages and improve service

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 with ticketing and monitoring tools such as ServiceNow, JIRA, and Dynatrace.

Responsibilities

• Own overall L2 SLA performance, including backlog management and reduction of recurring incidents.
• Track, analyze, and drive improvements against key service metrics.
• Ensure proper handling and resolution of P3–P5 tickets in line with defined processes.
• Govern incident ownership within L2, ensuring accountability and timely closure.
• Escalate to IT Operations, MIM, and L3 as needed; be the single point of accountability for L2.
• Establish clear operating boundaries between L1, L2 and L3 support teams.
• Maintain runbooks, knowledge base, and adherence to governance and audit requirements.
• Lead, coach, and develop L2 team members; drive capability uplift.
• Drive continuous improvement initiatives focused on system stability and observability.

Skills

Analytical thinking

Communication skills

Stakeholder management

ITIL knowledge

Incident management

Education

Bachelor's degree in IT or Computer Science

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 and performance of critical applications. You will own incident management, drive root-cause analysis, and coordinate with L1, engineering, and business stakeholders.

The role emphasizes governance, SLA adherence, and operational resilience, with a focus on proactive monitoring, runbooks, and escalation discipline to reduce outages and improve service