Level 2 Team Leader

KEY ACTIVITIES AND RESPONSIBILITIES

As aLevel 2 Team Lead, you are accountable for:

Operational Support

· Lead and coordinate level 2 support operations for mission-critical applications and infrastructure

· Provide troubleshooting and diagnostics for incidents escalated from level 1

· Ensure adherence to SLA, system availability

Incident & Problem Management

· Act as incident manager for P1/P2 issues

· Coordinate resolution and communications

· Perform root cause analysis and recommend permanent fixes

· Escalate unresolved issues that required software coding to Level 3 or engineering teams

Change Management

· Perform operational impact assessment

· Part of the CAB to review and approve change

· Pre-Change Preparation such as review Change Request and Release Plan

· Supervise post-change production verification

· Documentation update and knowledge transfer

· Post change review and feedback

Patch Management

· Perform patch management readiness

· Stakeholder coordination and team coordination

· System Readiness and Post-Patch Validation

· Documentation update and knowledge transfer

· Compliance and audit readiness

Documentation and Compliance

· Operational documentation. SOPs, Incident response checklist, RCA, PIR, monitoring and alert guidebook

· Configuration & Infrastructure Documentation. System configuration baseline, application dependency maps, environment inventories such as hosts, services, accounts

· Knowledge Base Articles for level 2 enablement and faster resolution e.g. Known Errors and Fixes, Frequent How-To Guides, Script Repositories, Lessons Learned

· Knowledge Management

Configuration Management

· Perform validation and accuracy of configurations

· Maintain readiness of operational documentation

· Perform audit to confirm compliance of configurations

· CMDB asset verification

· Change-linked configuration tracking

· Ensure environment consistency between DEV – IVVQ – ISO-PROD – UAT and PROD

Testing and Verification

· Ensure operational readiness testing before production deployment rollout

· Ensure post-change verification coordination

· Perform regression and sanity test following patching or upgrades, in UAT and PROD

· Participation in user acceptance testing

Knowledge Management

· Documentation of resolution

· Knowledge Base Contribution

· Validation of knowledge

· Subject Matter Expertise Sharing

Root Cause Analysis

· Gather logs, system metrics at the time of failure

· Reproduction of issues in a controlled environment to understand the conditions under which it occurs

· Determine the scope and severity in terms of the systems affected, downtime duration and business impact

· Narrow down the possible sources of causing the failure

· Use of diagnostic tools such to analyse the application behaviour

· Correlation of events to sequence the chain of events leading up to the failure and identify the dependencies

Leadership

· Supervision and provision of guidance to Level 2 engineers for change requests and service requests

· Lead and manage day-to-day operations of the Level 2 support

· Track and report the Level 2 key performance indicators such as resolution rate, mean time to resolve and system availability

· Process and quality improvement. Document down known issues, troubleshooting steps and standard operating procedures. Propose improvements to incident handling

· Identify tools and systems to streamline Level 2 support operations

KEY KNOWLEDGE AND EXPERIENCE

To be successful in your role, you will have demonstrated and/or acquired the following knowledge and experience:

Education and Experience

· Bachelor Degree in Information Technology, Computer Science, Engineering, or a closely related discipline

· At least 5 years in Level 2 support for mission critical 24x7 production support, preferably in public sector

· At least 2 years in a team lead or supervisory role, coordinating tasks and mentoring junior engineers

· Proven experience in handling P1/P2 incidents, managing post-incident reviews (PIRs) and root cause analysis

· Preferably certification in Red Hat Enterprise Linux or Kubernetes

Knowledge/Skills

· Operating Systems. RHEL (90%) and Windows Server (10%)

· Networking Fundamentals

· Middleware & Infrastructure (Web Server – Nginx, App Servers – Kubernetes with containers (Docker + Spring Boot)

· Message Queues (IBM MQ, Kafka)

· Database (SQL Server, PostgreSQL)

· ITIL/ITSM Process Knowledge

· Security Awareness

· DR and HA concepts

· Strong Technical Skills

· Leadership & Coordination

· Communication & Collaboration