Technical Support L2 Manager
Johannesburg, Gauteng, South Africa
Job Description
This is a 5 - month (renewable) contract with our client
Lead a high-impact Level 2 technical support team resolving complex escalations. You will bridge the gap between L1 support and L3 engineering, ensuring system reliability and high-tier service delivery across a multi-country FinTech ecosystem.
Key Responsibilities
- Team Leadership: Manage daily L2 operations, ticket queues, and SLAs across diverse geographic regions.
- Technical Escalation: Resolve advanced issues involving Java architecture, Spring Boot, and API Gateways.
- Process Optimization: Drive Root Cause Analysis (RCA), implement monitoring tools, and refine escalation protocols.
- Stakeholder Management: Collaborate with Engineering and Product teams to ensure support readiness for new releases.
- Experience: 10+ years in technical support; 3+ years in leadership.
- Technical Depth: Hands-on with Java APIs, Linux/Windows environments, and API Observability/Tracing
- Tools: Expertise in Jira Service Management or ServiceNow; SAS AML/SFM knowledge is a major plus.
- Domain: Experience in regulated FinTech/Banking and multi-cultural Pan-African environments.
- Qualifications
- Education: 4-year degree in CS, IT, or Engineering.
- Mandatory Certs: ITIL Foundation/Professional and Azure Administrator Associate.
- Preferred Certs: CCNA/CCNP, Linux+, and Certified Problem and Incident Manager (CPIM).
Skills Required
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Job Detail
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Job IdJD1644537
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationJohannesburg, Gauteng, South Africa
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EducationNot mentioned