The L 2 manager will manage Network and Platform L 2 teams which are both onshore and offshore. Their responsibilities include managing the work, ensuring SLAs are being met, setting up a TDLC which includes designing, implementing, and testing procedures and reviews. They will gather evidence while performing SOPs and supporting audit requests. They will also look for operating procedure improvements and look for opportunities to automate toil where possible. They will also be responsible for g... more details
Job Title:
IT L2 Manager
Location:
OH - Columbus
What you'll do:
The L2 manager will manage Network and Platform L2 teams which are both onshore and offshore. Their responsibilities include managing the work, ensuring SLAs are being met, setting up a TDLC which includes designing, implementing, and testing procedures and reviews. They will gather evidence while performing SOPs and supporting audit requests. They will also look for operating procedure improvements and look for opportunities to automate toil where possible. They will also be responsible for gathering requirements and understanding from L1 teams, work with L3 teams to innovate out of issues and implement.
What we are looking for:
Responsibilities:
- Team Leadership:
- Lead, mentor, and motivate a team of network and platform engineers and analysts.
- Foster a collaborative and positive work environment that encourages innovation and continuous improvement.
- Conduct regular performance reviews and provide coaching and feedback to team members.
- Operational Oversight:
- Oversee the 24/7 operation, ensuring the timely and effective resolution of Service Now tickets, Incidents and support and work activities.
- Collaborate with other IT teams to ensure seamless communication and coordination in incident response.
- Process Improvement:
- Continuously evaluate and enhance L2 processes.
- Implement best practices and industry standards to improve the efficiency and effectiveness of operations.
- Service Operations Management:
- Support and participate with incident, problem, change, event, and alert management.
- Work with Operational resilience team providing data and requirements to look at things proactively.
- Coordinate with other IT teams and external vendors to ensure timely resolution.
- Review events to determine thresholds for alerts.
- Review alerts and make recommendations to improve the ability to detect faster and diagnose.
- Work with application and product owners to understand capacity and performance issues and collaborate to remediate.
- Work with NOC and application and product owners to remediate errors, improve response times and availability.
Resource Management:
- Allocate resources effectively based on workload and priority.
- Identify training needs and provide professional development opportunities for team members.
- Manage ServiceNow work queues and normalize workload.
Documentation:
- Ensure accurate and up-to-date documentation of procedures.
- Support and provide evidence for audit support.
- Create evidence on all audit action on a regular basis with validation
- Regularly review and update documentation to reflect changes in the environment.
Performance Metrics:
- Define and monitor key performance indicators (KPIs) for L2, reporting on performance and identifying areas for improvement.
- Develop reports and dashboards to provide insights into network health and performance.
- Participate with monthly I&O operations review.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field
- Proven experience in operations and ITIL, with at least 8 years of managerial experience
- In-depth knowledge of network and platform to include cloud technologies, protocols, and security best practices
- Strong leadership and people skills, with the ability to motivate and guide a diverse team
- Excellent problem-solving and decision-making abilities, especially in high-pressure situations
- Familiarity with ITIL practices and IT service management
- Effective communication skills, both written and verbal
General Duties and Responsibilities
Lead and coach all levels of L2 Technicians and Staff, ensuring efficient resolution of customer issues.
- Foster a customer-centric work environment that motivates the team and meets company goals.
- Serve as a point of escalation for technical issues, striving to reduce future escalations.
- Collaborate with Team members to ensure effective training and development of all L2 personnel.
- Oversee daily operations such as network, systems and event resolution, ticket queue management, and service level adherence.
- Identify inefficiencies and lead improvement initiatives to enhance service quality and operational efficiency.
- Manage after-hours escalations as needed.
Essential Duties
- Manage Server, Network and systems issues and tasks, incident resolution, problem management, change management, and recovery management.
- Provide continuous performance coaching and guidance.
- Ensure adherence to established procedures and processes.
- Support audit activities.
- Work with L1 teams, help train and “shift left” where possible.
- Work with L3 and IaC team to identify automation opportunities.
- Monitor key performance goals and ensure achievement of service level objectives.
- Conduct periodic performance reviews and quality assessments, providing targeted coaching as needed.
Minimum Requirements
- At least eight years of supervisory experience in a technical support environment, managing technical staff or equivalent leadership experience.
- Demonstrated ability to tackle complex problems and lead a team effectively.
- Proficiency in Windows, MS Office suite, and web-enabled technical support applications.
- Strong knowledge of call center and technical support best practices.
Preferred Requirements
- Extensive experience in call center or technical operations management.
- Comprehensive knowledge of routing, switching, and network configuration.
- Exceptional analytical, problem-solving, and communication skills.
- Leadership experience in a 24x7x365 Network Operations Center environment.
- Certifications such as CCNA, JNCIA, or equivalent are highly desirable.
Benefits you’ll love:
We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!
About the company:
Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. AmeriHome Mortgage is a Western Alliance Bank company.
Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.
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