IT L2 Leader

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox IT L2 LeaderFull-timeCompany DescriptionWe are SGS – the world’s leading testing, inspection and certification company. We are recognized as the global benchmark for quality and integrity. Our 93,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world.Job DescriptionThe L2 Leader is responsible for leading and supervising Level 2 (L2) operational activities within the IT Shared Services Center (IT SSC) scope, ensuring that service are delivered effectively, consistently, and in line with defined procedures and priorities. The role provides day‑to‑day operational leadership to L2 teams, coordinating workloads, monitoring performance, and ensuring timely resolution of incidents and service requests assigned to L2. In addition, the L2 Leader contributes to continuous improvement by identifying recurring issues, inefficiencies, or skill gaps within L2 operations. This role is key for maintaining service continuity, balancing operational demand with available capacity, and providing clear guidance to the L2 teams to meet service commitments and performance expectations.Qualifications1. L2 Operational Coordinationa. Lead and oversee day-to-day L2 operational activities ensuring efficient resolution andprogress of incidents and requests handled by L2.b. Coordinate L2 technicians’ workload to ensure balanced distribution of work and effective useof capabilities across the team.c. Ensure smooth and effective handover of incidents and service requests between L2technicians when needed, maintaining continuity of context and enabling timely resolution.d. Provide directions and take prioritization decisions when competing demands arise, ensuringthat urgent and long‑standing tickets are addressed first.e. Align L2 operational activities with IT SSC Leader priorities and SSC‑defined processes andprocedures.f. Escalate recurring issues, operational risks or resource constraints.g. Support post-release activities and address issues following production deployments.h. Ensure ticket escalations are managed consistently and in line with defined escalation paths.2. Service Performance Monitoring & Continuous Improvementa. Review L2 operational performance metrics and trends to identify improvement opportunities.b. Identify process inefficiencies, recurring operational issues or gaps in L2 procedures.c. Propose improvement actions in coordination with IT SSC Leader.d. Identify training needs based on operational performance, incident complexity, and servicerequirements.e. Contribute to the refinement of L2 operational procedures, workflows, and support practices toimprove service efficiency and consistency.f. Monitor the creation, maintenance, and quality of L2 knowledge documentation to ensure alignment with standard procedures and lessons learned. g. Provide feedback to L2 technicians based on performance trends and operational insights  Bachelor’s degree and/or Master’s degree in Information Technology, Computer Science, Engineering,Business, or a related field.· 7+ years of experience in IT operations, application support, or L2 support roles.· Solid hands-on experience in Full Stack technologies and/or Microsoft-based technologies.· Experience leading or coordinating L2 teams, ensuring workload distribution, prioritization, and SLAcompliance.· Experience operating in multi‑cultural and geographically distributed environments.· Strong familiarity with ITSM tools such as ServiceNow, with focus on governance, reporting, andservice performance managementAdditional Information1. Technical/Hard Skillsa. Strong expertise in IT Service Management (ITSM) practices.b. Experience working with ServiceNow or other ITSM platforms for operational monitoring,reporting, and service management.c. Solid understanding of ITIL processes and service governance frameworks, with the ability toapply and...