Support Operations Manager – L2

Job Description:
The Support Operations Manager will lead the L2 support team, ensuring efficient processes and meeting customer service levels.
Responsibilities:
• Manage and mentor the L2 support team to handle complex issues.
• Define and monitor SLAs to ensure customer satisfaction.
• Collaborate with engineering teams to address recurring issues.
• Implement tools and processes to streamline support operations.
• Provide regular updates and insights to senior management.
Required Skills:
• Expertise in managing support teams and processes.
• Strong knowledge of ITIL frameworks and SLA management.
• Familiarity with CPaaS platforms and associated technologies.
Experience:
5+ years in support operations, with 2+ years in leadership roles.