Full-timeTech & engineering· Posted 5 Oct

Level 2 Support Manager

PrudentialApply on company site

Salary

Not stated by the company

When

Full-time hours

Where

Singapore

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Start: Not stated
Work mode: On-site
Experience: Experienced

About the role

This role leads the Level 2 application support function, keeping business-critical applications stable, performant and continuously improving. You will manage escalated incidents, drive root cause analysis and act as the link between Level 1 support, engineering teams and business stakeholders. It suits an experienced support or IT operations professional who is comfortable owning governance, SLAs and team performance.

What you'll do

Own overall L2 SLA performance, including backlog management and reducing recurring incidents
Track, analyse and drive improvements against key service metrics
Ensure P3–P5 tickets are handled and resolved in line with defined processes
Govern incident ownership within L2 so issues are closed accountably and on time

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Escalate promptly and appropriately to IT Operations, Major Incident Management and L3 support

Act as the single point of accountability for L2 to IT Operations leadership

Set and enforce clear operating boundaries between L1, L2 and L3 support teams

Ensure incident management processes, escalation paths and service standards are followed

Prioritise work correctly based on business impact and urgency

Maintain and improve runbooks and the knowledge base

Ensure compliance with governance and audit requirements

Own team structure, staffing, rotation planning and support coverage

Lead, coach and develop L2 team members to build technical and functional capability

Drive capability uplift to reduce dependency on L3 and improve resolution effectiveness

Drive continuous improvement focused on system stability and service reliability

Reduce recurring incidents through structured problem management and root cause elimination

Improve the quality and effectiveness of runbooks, knowledge base and operational documentation

Enhance monitoring, alerting and observability for proactive issue detection

Good to know

Full-time role based in Singapore
Success is measured by SLA compliance, reduced MTTR, fewer recurring incidents, improved application stability and availability, stronger team capability and stakeholder satisfaction

Requirements

Strong analytical, troubleshooting and problem-solving skills
Excellent communication and stakeholder management abilities
Experience with ticketing and monitoring tools such as ServiceNow, JIRA or Dynatrace
Able to manage vendors and cross-functional teams
Bachelor's degree in IT, Computer Science or a related field
5–8+ years of experience in application support or IT operations

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Prudential

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Level 2 Support Manager

About the role

What you'll do

Good to know

Requirements

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