Job Description

• Technical Escalation Management
  - Act as the primary escalation point for incidents and service requests that cannot be resolved by the L1 team
  - Perform advanced troubleshooting for hardware, software, network, and application-related issues
  - Ensure timely resolution of complex technical problems within agreed SLAs
  - Coordinate with L3 teams, vendors, and other technical teams when required

• Team Leadership & Supervision
  - Provide day-to-day guidance and support to L1 engineers
  - Monitor team workload and allocate tasks effectively
  - Conduct regular team meetings and knowledge-sharing sessions
  - Mentor and coach L1 engineers to improve their technical and customer service skills
  - Support onboarding and training of new team members

• Service Delivery Management
  - Ensure incidents and service requests are handled according to SLAs and operational procedures
  - Monitor ticket queues and ensure timely assignment and resolution
  - Identify and address service bottlenecks to improve efficiency
  - Maintain high levels of customer satisfaction and service quality

• Incident & Problem Management
  - Lead major incident investigations and coordinate resolution activities
  - Perform root cause analysis for recurring issues
  - Implement preventive measures to reduce incident recurrence
  - Maintain incident and problem management documentation

• Performance & Quality Management
  - Monitor team performance against KPIs and SLAs
  - Review ticket quality and ensure compliance with support standards
  - Provide feedback and performance improvement recommendations
  - Prepare operational and service performance reports

• Process Improvement
  - Identify opportunities to improve support processes and workflows
  - Develop and maintain knowledge base articles and standard operating procedures (SOPs)
  - Promote automation and efficiency improvements where applicable
  - Ensure adherence to ITIL best practices and organizational policies

• Stakeholder Communication
  - Provide regular updates to management and stakeholders on service performance
  - Communicate major incidents, risks, and service impacts effectively
  - Collaborate with business users, project teams, and technical teams to ensure service excellence

Person Specification

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field
• Relevant industry certifications such as:
  - ITIL Foundation Certification
  - Microsoft Certifications (Microsoft 365, Azure Fundamentals, Endpoint Administrator, etc.)
  - CompTIA A+, Network+, or Security+
  - Service Management Certifications