L2 Service Manager

ALTEN Group is a world leader in Engineering and Technology consulting services providing outsourced Engineering, R&D, and IT Services for different industries such as Transportation, Defence, Energy and Security with 55,000 engineers in nearly 35 countries. ANOTECH is the subsidiary of the Group delivering ALTEN's Engineering Services in Singapore.

As an L2 Service Manager, you will beresponsible for managing the Level 2 IT support team, ensuring timely resolution of complex technical issues, maintaining system stability, and supporting IT infrastructure and applications. The role involves leadership, team management, technical expertise, process improvement, and collaboration with other teams to provide the service to end-users and internal stakeholders in order to achieve the service level agreement.

Responsibilities:

. Lead and supervise the Level 2 support team, providing guidance, training, and performance management.

. Lead the troubleshooting and resolution of escalated technical incidents and service requests.

. Implement the incident and problem management processes by collaborating with ITSM manager to minimize downtime and service disruption.

. Oversee the change management process as Change Manager

. Coordinate with Level 1 support and vendors/partners to resolve complex technical incidents promptly.

. Monitor system performance and proactively identify areas for improvement or potential risks.

. Ensure compliance with the regulations, data protection standards, and IT governance policies.

. Develop and maintain documentation of standard operation procedures, knowledge base (KEDB), and IT policies.

. Collaborate with Service Delivery Manager to support system upgrades and enhancements.

. Ensure compliance with IT service management (ITSM) frameworks (ITIL).

. Manage vendor relationships and escalate hardware/software issues as necessary.

. Analyze support metrics and KPIs to continuously improve service quality and team.

. Participate in disaster recovery and business continuity exercises.

Requirements:

. Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.

. Proven experience (10+ years) in IT support or operations including supervisory or management experience of L2 team.

. Strong technical knowledge of IT infrastructure and applications.

. Experience with ITSM tools and frameworks such as ITIL, ServiceNow, or equivalent.

. Excellent leadership, communication, and problem-solving skills.

. Ability to work under pressure and handle escalations effectively.

. Relevant certifications (ITIL Foundation, cybersecurity certifications) are a plus.

. Experience managing multi-disciplinary IT teams in a 24/7 operational environment.

. Knowledge of private cloud platforms and cybersecurity best practices for critical infrastructure.

. Familiarity with the airport IT systems