L2 Support Manager

The role is for a strategic operational leader to lead a support team through cultural and process transformation from a "hero culture" to a mature Managed Services model based on automation and ITIL methodology. The position acts as a key link between technical operations and business goals of global Telco projects.

• Higher education preferred in IT Management, Computer Science, Business, or related fields; practical leadership experience is highly valued.
• Solid commercial experience in IT support management (L2/L3), Service Delivery, or IT operations.
• Proficient knowledge of ITIL framework, especially Incident & Problem Management; ITIL Foundation certificate or higher is mandatory.
• Very good English language skills (minimum B2/C1) for effective collaboration with global stakeholders.
• Data-driven management skills, proficient in metrics such as SLA and MTTR.
• Highly developed assertiveness and delegation skills; responsible for setting quality boundaries (e.g., during project handovers from Delivery).
• Technological versatility and ability to quickly adapt to new IT solutions.
• Experience in the Telecommunications industry (OSS systems) and knowledge of using AI/Automation tools to optimize workflows is a plus.

• Transform the team's work model from reactive to proactive based on Continual Improvement.
• Lead the L2 team by building engagement, developing employee competencies, and eliminating "single points of failure" through knowledge transfer.
• Distribute tasks intelligently between support lines (L1/L2) using modern ITSM tools and automation.
• Enforce quality standards actively participating in Handover-to-Support processes to ensure projects meet strict quality criteria.
• Cooperate closely with Service Delivery Managers, R&D, and DevOps departments to stabilize flagship systems for global operators.
• Implement structured problem-solving to eliminate recurring system errors.
• Participate in strategic meetings with global clients to present process improvements and service quality reports.