Level 2 Support Manager

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.

The L2 Application Support Manager is responsible for leading the Level 2 support function, ensuring stability, performance, and continuous improvement of business-critical applications. This role manages escalated incidents, drives root cause analysis, and acts as a key bridge between Level 1 support, engineering teams, and business stakeholders.

The role is also accountable for owning and driving the performance, governance, and maturity of the L2 function, with a focus on improving SLA adherence, reducing recurring incidents, and strengthening operational resilience.

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

Who we are looking for:

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