This position requires a combination of technical expertise, leadership skills, and a deep understanding of the financial services/insurance sector's unique challenges. This position requires candidate with delivery knowledge, ability to implement strict governance, stakeholder management, experience in managing global teams and C-suite communication.
The L2 Support Head leads a regional team of skilled support professionals across various geographies, manages escalated issues, and collaborates with various departments to enhance customer satisfaction and operational efficiency.
This role is pivotal to ensuring financial accuracy, regulatory confidence, and operational resilience for the insurer’s actuarial and finance ecosystem.
Act as the primary escalation point and operational owner, ensuring seamless day-to-day production operations, minimizing downtime, and maintaining high service availability. Collaborate closely with business users, application support teams, vendors, and technology teams to resolve incidents, service requests, and problems within defined SLAs.
Job Responsibilities
Escalation point-of-contact for all regional and local business unit (LBU) stakeholders/users, ensuring timely resolution of issues and service requests.
Take command of high-severity incidents, ensuring clear communication with stakeholders, ownership and resolution tracking.
Lead major incident bridges and enforce structured escalation across L1/L2/L3, infrastructure, and vendors to restore services rapidly.
Review root cause analysis and drive implementation of permanent fixes and preventive controls.
Lead and govern medium to complex production changes, including application enhancements, application and server configuration changes, and capacity scaling.
Coordinate with stakeholders to plan and execute release schedules and production rollouts.
Daily monitoring of ticket queues to ensure appropriate assignment, timely updates, and effective tracking of resolution progress.
Lead daily triage calls to prioritize issues, resolve operational blockers, and drive timely action across business support and technical teams.
Deliver daily executive summary reports to leadership, highlighting key issues, ticket status and overall application health
Onboard new LBUs onto the application, including configuration setup and access control management.
Proactively track operational issues to enhance application stability and performance.
Continuously improve processes to increase efficiency, scalability, and overall service quality.
Adhere to the defined processes, maintain process documentation, lead knowledge-sharing initiatives and conduct training for L1-L2 team members.
Create/update Support Model Documents, User Manuals, Technical Procedures, etc. when required.
Oversee disaster recovery planning, execution and readiness validation.
Ensure compliance with SOX audit requirements, security policies, and access governance standards.
Support identity lifecycle management, including ID revalidation and access reviews.
Job Qualifications
A bachelor's or graduate's degree in computer science, or a related field. Strong knowledge of ITIL processes.
Experience managing end-to-end production operations in a large-scale enterprise environment.
Hands-on experience on cloud technologies, Microsoft Azure, Google Cloud Infrastructure. (manage large infrastructure of up to 2000+ machines)
Good technical knowledge on automation tools such as PowerShell, Python is a plus.
Solid understanding of Networking concepts, Windows OS, Grid computing and access controls.
Excellent technical and troubleshooting skills across application and infrastructure layers.
Effective communication skills – written, verbal and presentation to senior stakeholders and large audiences.
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.
