puestos de Customer Service Manager en United States

Akkodis is a global leader in digital engineering, offering transformative solutions across Talent, Academy, Consulting, and Solutions services. With a team of over 50,000 experts, we drive innovation in various sectors by leveraging cutting-edge technologies and deep industry expertise. Our mission is to engineer a smarter future and help our clients stay ahead in an ever-evolving digital landscape.

We are seeking a suitable candidate for the position of Level 2 Support Leader role. This position will be supporting a mission critical command and control system used by a government agency.

Operational Support

· Lead and coordinate level 2 support operations for mission-critical systems and infrastructure

· Lead and coordinate troubleshooting and diagnostics for incidents escalated from level 1

· Lead and ensure adherence to SLA, system availability

Application Support

· Lead and resolve application incidents escalated from Level 1; perform root cause analysis and workarounds where possible

· Lead and monitor application logs, integration points such as REST API, message queues, file-based transfer

· Lead and liaise with Level 3 to resolve complex application issues and escalate bugs or enhancement requests

· Lead and support / maintain job schedulers, interface configurations and integration points

· Lead and document known issues, resolution procedure, rollback in the knowledge base

Incident & Problem Management

· Act as incident manager for P1/P2 issues, and ensure resolution within SLA

· Lead and coordinate resolution and communications

· Lead and coordinate the root cause analysis and recommend permanent fixes

· Lead and coordinate escalation of unresolved issues that required software coding to Level 3 or engineering teams

Change Management

· Lead and perform operational impact assessment

· Part of the Change Advisory Board to review and approve change

· Lead and coordinate Pre-Change Preparation such as review Change Request and Release Plan

· Supervise post-change production verification

· Lead and coordinate the documentation update and knowledge transfer

· Lead and perform post change review and feedback

Patch Management

· Lead and perform patch management readiness

· Lead the stakeholder coordination and team coordination

· Lead System Readiness and Post-Patch Validation

· Lead and coordinate the documentation update and knowledge transfer

· Lead and coordinate compliance and audit readiness

Documentation and Compliance

· Lead and coordinate operational documentation such as SOPs, Incident response checklist, RCA, PIR, monitoring and alert guidebook

· Lead and coordinate configuration & Infrastructure Documentation such as System configuration baseline, application dependency maps, environment inventories such as hosts, services, accounts

· Lead and coordinate Knowledge Base Articles for level 2 enablement and faster resolution e.g. Known Errors and Fixes, Frequent How-To Guides, Script Repositories, Lessons Learned

· Lead and maintain application documentation

· Lead and manage Knowledge Management

Configuration Management

· Lead and perform validation and accuracy of configurations

· Lead and maintain readiness of operational documentation

· Lead and perform audit to confirm compliance of configurations

· Lead and coordinate CMDB asset verification

· Lead and coordinate Change-linked configuration tracking

· Lead and ensure environment consistency between DEV – IVVQ – ISO-PROD – UAT and PROD

Testing and Verification

· Lead and ensure operational readiness testing before production deployment rollout

· Lead and ensure post-change verification coordination

· Lead and coordinate the regression and sanity test following patching or upgrades, in UAT and PROD

· Lead and participation in user acceptance testing

Knowledge Management

· Lead and manage Documentation of resolution

· Lead and manage Knowledge Base Contribution

· Lead and manage Validation of knowledge

· Lead and encourage Subject Matter Expertise Sharing

Root Cause Analysis

· Lead the root cause analysis

· Lead and coordinate the gathering of logs, system metrics at the time of failure

· Lead and reproduce the issues in a controlled environment to understand the conditions under which it occurs

· Lead and determine the scope and severity in terms of the systems affected, downtime duration and business impact

· Lead and narrow down the possible sources of causing the failure

· Lead the use of diagnostic tools such to analyse the application behaviour

· Lead and perform the correlation of events to sequence the chain of events leading up to the failure and identify the dependencies

Leadership

· Supervision and provision of guidance to Level 2 engineers for change requests and service requests

· Lead and manage day-to-day operations of the Level 2 support

· Track and report the Level 2 key performance indicators such as resolution rate, mean time to resolve and system availability

· Lead the process and quality improvement. Document down known issues, troubleshooting steps and standard operating procedures. Propose improvements to incident handling

· Identify tools and systems to streamline Level 2 support operations

Work Schedule

· Require rotational on-call duty support

· Available for graveyard hours change request deployment as scheduled

1. Operating Systems. RHEL (90%) and Windows Server (10%)
2. Networking Fundamentals
3. Middleware & Infrastructure (Web Server – Nginx, App Servers – Kubernetes with containers (Docker + Spring Boot)
4. Message Queues (IBM MQ, Kafka)
5. Java, C#, MQTT, Golang
6. Database (SQL Server, PostgreSQL)
7. ITIL/ITSM Process Knowledge
8. Security Awareness
9. DR and HA concepts
10. Strong Technical Skills
11. Leadership & Coordination
12. Communication & Collaboration
13. Operational Governance

1. Strong composure under intense pressure
2. Strong communication skills both written and spoken
3. Attention to Detail
4. Continuous Learner
5. High Integrity and Professionalism
6. Initiative and Proactiveness

1. Bachelor Degree in Information Technology, Computer Science, Engineering, or a closely related discipline
2. At least 5 years in Level 2 support for mission critical 24x7 production support, preferably in public sector
3. At least 2 years in a team lead or supervisory role, coordinating tasks and mentoring junior engineers
4. Proven experience in handling P1/P2 incidents, managing post-incident reviews (PIRs) and root cause analysis
5. Preferably certification in Red Hat Enterprise Linux or Kubernetes