Senior L2 App Support Lead — Stability & Growth

Prudential plc

Singapore

On-site

SGD 120,000 - 180,000

Full time

5 days ago

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Job summary

Prudential plc is seeking an L2 Application Support Manager to lead the Level 2 support function, ensuring stability and performance of critical applications. You will own SLA performance, manage escalations, and collaborate with L1, engineering, and business stakeholders.

The role emphasizes governance, incident management, and improving operational resilience through runbooks, monitoring, and knowledge bases. Strong ITIL background and people leadership are essential.

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, including backlog management and reduction of recurring incidents.
Track, analyze, and drive improvements against key service metrics.
Govern incident ownership within L2 and ensure timely closure with IT Operations and L3 support.
Lead, coach, and develop L2 team members to build technical and functional capabilities.
Drive continuous improvement to reduce incidents and improve runbooks and knowledge base.