FirstBank Jobs

Job Title: IT L2 Manager Location: OH - Columbus What you'll do: The L2 manager will manage Network and Platform L2 teams which are both onshore and offshore. Their responsibilities include managing the work, ensuring SLAs are being met, setting up a TDLC which includes designing, implementing, and testing procedures and reviews. They will gather evidence while performing SOPs and supporting audit requests. They will also look for operating procedure improvements and look for opportunities to automate toil where possible. They will also be responsible for gathering requirements and understanding from L1 teams, work with L3 teams to innovate out of issues and implement. What we are looking for: Responsibilities: Team Leadership: Lead, mentor, and motivate a team of network and platform engineers and analysts. Foster a collaborative and positive work environment that encourages innovation and continuous improvement. Conduct regular performance reviews and provide coaching and feedback to team members. Operational Oversight: Oversee the 24/7 operation, ensuring the timely and effective resolution of Service Now tickets, Incidents and support and work activities. Collaborate with other IT teams to ensure seamless communication and coordination in incident response. Process Improvement: Continuously evaluate and enhance L2 processes. Implement best practices and industry standards to improve the efficiency and effectiveness of operations. Service Operations Management: Support and participate with incident, problem, change, event, and alert management. Work with Operational resilience team providing data and requirements to look at things proactively. Coordinate with other IT teams and external vendors to ensure timely resolution. Review events to determine thresholds for alerts. Review alerts and make recommendations to improve the ability to detect faster and diagnose. Work with application and product owners to understand capacity and performance issues and collaborate to remediate. Work with NOC and application and product owners to remediate errors, improve response times and availability. Resource Management: Allocate resources effectively based on workload and priority. Identify training needs and provide professional development opportunities for team members. Manage ServiceNow work queues and normalize workload. Documentation: Ensure accurate and up-to-date documentation of procedures. Support and provide evidence for audit support. Create evidence on all audit action on a regular basis with validation Regularly review and update documentation to reflect changes in the environment. Performance Metrics: Define and monitor key performance indicators (KPIs) for L2, reporting on performance and identifying areas for improvement. Develop reports and dashboards to provide insights into network health and performance. Participate with monthly I&O operations review. Qualifications: Bachelor's degree in Information Technology, Computer Science, or a related field Proven experience in operations and ITIL, with at least 8 years of managerial experience In-depth knowledge of network and platform to include cloud technologies, protocols, and security best practices Strong leadership and people skills, with the ability to motivate and guide a diverse team Excellent problem-solving and decision-making abilities, especially in high-pressure situations Familiarity with ITIL practices and IT service management Effective communication skills, both written and verbal General Duties and Responsibilities Lead and coach all levels of L2 Technicians and Staff, ensuring efficient resolution of customer issues. Foster a customer-centric work environment that motivates the team and meets company goals. Serve as a point of