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.
