Level 2 Support Manager

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’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Job Description

Performance

• Own overall L2 SLA performance, including backlog management, and reduction of recurring incidents
• Track, analyze, and drive improvements against key service metrics

Ownership & Governance

• Ensure proper handling and resolution of P3–P5 ticket in line with defined processes
• Govern incident ownership within L2, ensuring accountability and timely closure
• Ensure timely and appropriate escalation to IT Operations, Major Incident Management (MIM), and L3 support teams
• Act as the single point of accountability for L2 to IT Operations leadership

Support & Operating Model

• Establish and enforce clear operating boundaries between L1, L2, and L3 support teams
• Ensure adherence to incident management processes, escalation paths, and service standards
• Drive correct prioritization based on business impact and urgency
• Maintain and improve runbooks and knowledge base
• Ensure compliance with governance and audit requirements

People Management

• Own team structure, staffing, rotation planning, and support coverage
• Lead, coach, and develop L2 team members to build strong technical and functional capabilities
• Drive capability uplift to reduce dependency on L3 and improve resolution effectiveness

Continuous Improvement & Stability

• Drive continuous improvement initiatives focused on system stability and service reliability
• Reduce recurring incidents through structured problem management and root cause elimination
• Improve the quality and effectiveness of runbooks, knowledge base, and operational documentation
• Enhance monitoring, alerting, and observability to enable proactive issue detection

Competencies & Personal Traits

• Strong analytical, troubleshooting, and problem-solving skills
• Excellent communication and stakeholder management abilities
• Experience with ticketing and monitoring tools (e.g., ServiceNow, JIRA, Dynatrace)
• Ability to manage vendors and cross-functional teams

Working Experience & Education

• 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

Success Metrics

• High SLA compliance and reduced MTTR
• Reduction in recurring incidents and production issues/ incidents
• Improved application stability and availability
• Increased team capability and operational maturity
• Strong stakeholder satisfaction

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.

We are Prudential. For every life, we are partners. For every future, we are protectors. Prudential plc provides life and health insurance and asset management to 17 million customers across 20 markets in Asia and Africa. We are headquartered in Hong Kong and have dual primary listings on the Stock Exchange of Hong Kong and the London Stock Exchange. We are focused on four strategic regions: Greater China, ASEAN, India and Africa. Our customers are served by around 55,000 agents and more than 200 bank partners. Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America or with the Prudential Assurance Company, a subsidiary of M&G plc, a company incorporated in the United Kingdom. Find out more at www.prudentialplc.com Follow us on LinkedIn