Technical Support L2 Manager

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 Fin Tech ecosystem.
• 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 Service Now; SAS AML/SFM knowledge is a major plus.
• Domain:
  Experience in regulated Fin Tech/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).