L2 Engagement Leader
St. Louis, MO - USA
Job Summary
Location: St. Louis MO
Experience
10 years of progressive experience in IT application support / production operations in a managed services or outsourcing environment.
Minimum 5 years in a leadership or managerial role overseeing multi-tier support teams (L1/L2/L3).
Proven experience in standing up new teams building processes from the ground up and driving operational maturity.
Hands-on experience with both Mainframe (CA7 Autosys JCL COBOL ecosystem) and Open Systems (Java middleware distributed platforms).
Strong track record of managing customer relationships at a senior level in financial services or similarly regulated industries.
Experience driving left-shift / knowledge transfer programs across large application portfolios.
Technical Skills
Batch scheduling & monitoring: CA7 Autosys Control-M (familiarity with at least two).
Mainframe environment: JCL COBOL DB2 CICS working knowledge sufficient to guide L2 team.
Open Systems: Java/J2EE middleware (MQ Kafka) Linux/Unix SQL databases.
ITSM platforms: ServiceNow (Incident Change Problem Management modules).
Monitoring & observability: Familiarity with tools like Splunk Dynatrace AppDynamics Nagios or similar.
Automation & scripting: Python Shell scripting or PowerShell; exposure to RPA or intelligent automation is a plus.
Leadership & Soft Skills
Exceptional stakeholder management and executive communication skills ability to influence without authority.
Strong organizational and coordination skills to manage dependencies across 10 portfolios and 50 applications.
Data-driven mindset ability to define metrics build dashboards and present insights to drive decisions.
Proactive self-starter attitude comfortable operating with ambiguity during the teams ramp-up phase.
Experience managing onshore-offshore delivery models with cultural sensitivity and time-zone awareness.
Strong problem-solving and conflict resolution capabilities.
5. Preferred Qualifications
ITIL v4 Foundation or higher certification.
Experience in financial services / wealth management / brokerage industry.
Familiarity with DevOps practices CI/CD pipelines and shift-left methodologies.
Exposure to AI/ML-based automation for IT operations (AIOps).
PMP CSM or SAFe certifications are a plus.
About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.