L2 Support Manager: Incident & Service Excellence

Prudential Services Asia; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Prudential Services Asia is seeking an experienced IT Operations professional to own L2 SLA performance and incident management. You will manage backlog, drive improvements, and ensure timely escalation to L3 and IT Operations teams.

The role demands strong analytical and communication skills and experience with ticketing and monitoring tools. The ideal candidate holds a Bachelor’s degree in IT/CS and 5–8+ years in application support or IT operations, with solid ITIL knowledge.

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.

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, Major Incident Management (MIM), and L3 support teams as needed.
• Define operating boundaries between L1, L2, and L3 support teams and enforce them.
• Drive improvements in runbooks, knowledge base, and operational documentation.
• Enhance monitoring, alerting, and observability to enable proactive issue detection.
• Lead, coach, and develop L2 team members to build capabilities.

Skills

Analytical skills

Troubleshooting

Problem-solving

Communication

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow

JIRA

Dynatrace

Job description

Prudential Services Asia is seeking an experienced IT Operations professional to own L2 SLA performance and incident management. You will manage backlog, drive improvements, and ensure timely escalation to L3 and IT Operations teams.

The role demands strong analytical and communication skills and experience with ticketing and monitoring tools. The ideal candidate holds a Bachelor’s degree in IT/CS and 5–8+ years in application support or IT operations, with solid ITIL knowledge.