Senior Engineering Manager - Operations L1 and L2 Support
Senior Engineering Manager - Operations L1 and L2 Support
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Job Description
At Maersk Technology we are dedicated to transforming the logistics industry through innovative technology solutions. We strive to create a seamless experience for our customers by ensuring our technology infrastructure is robust reliable and efficient. Join us and be a part of a dynamic team that is driving change and making a global impact.
Role Summary:
As a Senior Engineering Manager Operations you will be responsible for managing the L1/L2 support teams to ensure the highest level of service delivery operational excellence aimed at improved user experience. You will be responsible for managing a team of engineers developing and implementing support strategies and driving continuous improvement in services delivered to our users and customers.
Key Responsibilities:
Lead and manage the L1 and L2 support teams ensuring effective and efficient handling of incidents and service requests.
Develop and implement support strategies to improve service quality reduce incident resolution times and enhance customer satisfaction.
Monitor and analyze support metrics and KPIs to identify areas for improvement and implement corrective actions.
Collaborate with crossfunctional teams including engineering product and customer service to resolve complex technical issues and ensure smooth operations.
Drive continuous improvement initiatives to enhance support processes tools and documentation.
Ensure compliance with service level agreements (SLAs) and other contractual obligations.
Mentor and develop team members fostering a culture of learning collaboration and excellence.
Prepare and present regular reports on support performance to senior management.
Qualifications:
Bachelors or masters degree in computer science Information Technology or a related field.
Proven experience in managing L1 and L2 support teams preferably in a largescale enterprise environment.
Strong understanding of agile support processes and best practices.
Excellent problemsolving skills and the ability to handle complex technical issues.
Engineeringled approach to resolving operational issues.
Experience with support tools and systems such as ServiceNow or similar platforms.
Hand on support experience from previous roles.
Strong leadership and people management skills with the ability to motivate and inspire a team.
Possesses strong handson technical experience.
Excellent communication and interpersonal skills with the ability to collaborate effectively with stakeholders at all levels.
Preferred Qualifications:
ITIL certification or other relevant industry certifications.
Experience in the logistics or supply chain industry.
Knowledge of cloud technologies and platforms (e.g. AWS Azure).
Experience with automation and scripting to improve support processes.
What We Offer:
Competitive salary and benefits package.
Opportunities for professional growth and development.
A collaborative and inclusive work environment.
The chance to make a significant impact on a global scale.
Maersk is committed to a diverse and inclusive workplace and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race colour gender sex age religion creed national origin ancestry citizenship marital status sexual orientation physical or mental disability medical condition pregnancy or parental leave veteran status gender identity genetic information or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website apply for a position or to perform a job please contact us by emailing .
Required Experience:
Manager
Employment Type
Full Time
