Head of L2L3

The Head of L2/L3 is accountable for the leadership governance and continuous improvement of SCORs 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:

• efficient delivery with a reduced time to market to support development team efforts through standardization
• high quality of service availability and resilience and
• rapid recovery for business-critical services

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

• Embodying SCOR Values; Care Collaboration Courage Open Mind and Integrity.
• Striving for continuous improvement while keeping things simple.

Objectives for the first year (or 2 years)

• Deliver Products on time and on budget.
• Maintain above SLAs availability performance and reliability.
• Abide to and enforce SCOR Tech Data and AI principles and guidelines.

Key duties and responsibilities

Under the responsibility of the Head of Production your missions and tasks will be:

• Lead and manage SCORs 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

• Degree in Computer Science Management of Information Systems or related analytical field; or equivalent experience