The Head of L2/L3 is accountable for the leadership, governance, and continuous improvement of SCOR’s global L2 and L3 support model. The role oversees expert support teams handling advanced incident resolution, problem management, escalation handling, and service recovery across all infrastructure, cloud, and business application environments. Key objectives are:
through strong operational processes, monitoring, knowledge management, and close coordination with engineering teams and vendor partners.
The role also drives support standardization, service quality improvement, root-cause elimination, operational reporting, and team capability development to ensure reliable, scalable, and efficient support services across all regions.
Candidate Success Factors
Objectives for the first year (or 2 years)
Key duties and responsibilities
Under the responsibility of the Head of Production, your missions and tasks will be:
Lead and manage SCOR’s global L2 and L3 support teams, ensuring effective coverage, clear accountabilities, and high-quality service execution across regions.
Own operational governance of both Change and Incident management for Operations, high quality and reliable Delivery, advanced Incident resolution, escalation management, and service restoration for business-critical services.
Drive problem management practices, including root-cause analysis, known error tracking, and permanent remediation of recurring issues.
Ensure effective collaboration between L1 Service Desk, engineering teams, infrastructure, cloud operations, cybersecurity, and external vendors for end-to-end issue resolution.
Define and enforce support processes, escalation paths, operational runbooks, and knowledge management standards to improve consistency and speed of resolution.
Monitor support performance through KPIs, SLAs, backlog management, service dashboards, and trend analysis, and take corrective action where needed.
Improve service resilience and customer satisfaction by reducing incident recurrence, shortening resolution times, and strengthening operational readiness.
Support major incident management and crisis coordination, ensuring timely communication, business impact mitigation, and structured post-incident reviews.
Develop team capabilities through coaching, workforce planning, skill development, and succession planning for specialist support functions.
Contribute to service transition and operational readiness for new solutions, ensuring supportability, documentation, monitoring, and handover quality are in place.
Manage vendor and partner performance related to support services, ensuring service quality, responsiveness, and contractual compliance.
Drive automation and continuous improvement initiatives that enhance efficiency, reduce manual effort, and improve support outcomes.
Embrace and onboard emerging technologies or innovations, such as AI or ITOps, to improve cost efficiency of Operations.
Required experience & competencies
10+ years of experience in IT operations or support, including significant experience in L2/L3 or technical service management leadership roles.
Soft skills
Excellent communication, stakeholder management, and leadership capabilities to balance efficiently client requests and industrialization objectives through standardization.
Strong analytical, troubleshooting, and root-cause analysis skills with a focus on permanent issue resolution.
Proven leadership of technical support teams developing team spirit in complex, multi-regional and multi-cultural enterprise environments.
Hard skills
Strong ITIL expertise in incident management, problem management, escalation handling, seeking efficient and sustainable service restoration.
Good knowledge of infrastructure, workplace technologies, Microsoft ecosystem, cloud platforms such as Azure, Databricks, Palantir,… and enterprise application support models.
Experience with service management frameworks and tooling, including SLA/KPI management, reporting, and operational governance.
Required Education
As a leading global reinsurer, SCOR offers its clients a diversified and innovative range of reinsurance and insurance solutions and services to control and manage risk. Applying “The Art & Science of Risk,” SCOR uses its industry-recognized expertise and cutting-edge financial solutions to serve its clients and contribute to the welfare and resilience of society in around 160 countries worldwide.
Working at SCOR means engaging with some of the best minds in the industry – actuaries, data scientists, underwriters, risk modelers, engineers, and many others – as we work together to find solutions to pressing challenges facing societies.
As an international company, our common culture is defined by “The SCOR Way.” Serving both to build momentum that drives the Group forward and as a compass to guide our actions and choices, The SCOR Way is anchored by five core values, reflecting the input of employees at all levels of the Group. We care about clients, people, and societies. We perform with integrity. We act with courage. We encourage open minds. And we thrive through collaboration.
SCOR supports inclusion and the diversity of talents, and all positions are open to people with disabilities.
SCOR, one of the world's largest reinsurers, provides its clients with a diversified and innovative range of solutions to control and manage risk. Using its experience and expertise, “The Art & Science of Risk”, SCOR provides cutting-edge financial solutions, analytics tools and services in all areas related to risk – in Life & Health as well as in P&C.
The reinsurance industry is about combining technical expertise and experience with the developments of science. However many tools we use to conduct our activities (models, databases, pricing tools, reserving tools, and so on), we also need expert judgments and human experience to correctly underwrite. This is what we call the art of underwriting. Reinsurance is a knowledge industry. Expertise is an accumulation variable.
The most advanced tool will never replace the intuition of a seasoned underwriter facing a complex risk. Because at the end of the day, you have to make a decision, to sign, to underwrite. And what we have underwritten, we cannot overwrite - our word is our bond, as is our signature. This dimension of our business, linked to the art of underwriting, is more important than some observers would have people believe.
One way to acquire this art is to share experiences – both good and bad – and to share doubts and questions. Artists always belong to a school, from which they learn their craft.
Like artists, we have to learn, imitate, mimic, and then innovate, in order to find our own style and create our own distinctive work.
