Level 2 Support Manager

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

The L2 Application Support Manager is responsible for leading the Level 2 support function, ensuring stability, performance, and continuous improvement of business-critical applications. This role manages escalated incidents, drives root cause analysis, and acts as a key bridge between Level 1 support, engineering teams, and business stakeholders.

The role is also accountable for owning and driving the performance, governance, and maturity of the L2 function, with a focus on improving SLA adherence, reducing recurring incidents, and strengthening operational resilience.

Job Description:
Performance

• Own overall L2 SLA performance, including backlog management, and reduction of recurring incidents
• Track, analyze, and drive improvements against key service metrics

Ownership & Governance

• Ensure proper handling and resolution of P3–P5 ticket in line with defined processes
• Govern incident ownership within L2, ensuring accountability and timely closure
• Ensure timely and appropriate escalation to IT Operations, Major Incident Management (MIM), and L3 support teams
• Act as the single point of accountability for L2 to IT Operations leadership

Support & Operating Model

• Establish and enforce clear operating boundaries between L1, L2, and L3 support teams
• Ensure adherence to incident management processes, escalation paths, and service standards
• Drive correct prioritization based on business impact and urgency
• Maintain and improve runbooks and knowledge base
• Ensure compliance with governance and audit requirements

People Management

• Own team structure, staffing, rotation planning, and support coverage
• Lead, coach, and develop L2 team members to build strong technical and functional capabilities
• Drive capability uplift to reduce dependency on L3 and improve resolution effectiveness

Continuous Improvement & Stability

• Drive continuous improvement initiatives 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 to enable proactive issue detection

Who we are looking for:

Competencies & Personal Traits

• Strong analytical, troubleshooting, and problem-solving skills
• Excellent communication and stakeholder management abilities
• Experience with ticketing and monitoring tools (e.g., ServiceNow, JIRA, Dynatrace)
• Ability to manage vendors and cross-functional teams

Working Experience & Education

• Bachelor’s degree in IT, Computer Science, or related field
• 5–8+ years of experience in application support or IT operations
• Strong knowledge of ITIL processes and service management frameworks
• Proven experience managing production support teams

Success Metrics

• High SLA compliance and reduced MTTR
• Reduction in recurring incidents and production issues/ incidents
• Improved application stability and availability
• Increased team capability and operational maturity
• Strong stakeholder satisfaction

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.