At a glanceSummarised by Seekless from the posting.
Must have8
Leading the Level 2 support function
Managing escalated incidents
Driving root cause analysis
Acting as a key bridge between Level 1 support, engineering teams, and business stakeholders
Owning and driving the performance, governance, and maturity of the L2 function
Improving SLA adherence, reducing recurring incidents, and strengthening operational resilience
Owning overall L2 SLA performance, including backlog management, and reduction of recurring incidents
Tracking, analyzing, and driving improvements against key service metrics
About the company
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.
About the role
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.
Responsibilities
Job Description:Performance
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Own overall L2 SLA performance, including backlog management, and reduction of recurring incidents
•
Track, analyze, and drive improvements against key service metrics