Team Lead L2

We need a team leader who can learn fast, own the tasks, has a can-do attitude, is good at stakeholder management and mentoring/training juniors.

 Responsibilities

·         Lead the L2 Support Team for our Traffic data warehouse/management solutions in Europe. (ORBIS)

·         Incident management:  Resolution of complex system issues escalated from L1; coordinate with L3 (Development/Engineering) resolvers when required.

• Collaborate with management stakeholders in India and the Netherlands to ensure smooth service delivery.

·         Step in to collaborate and drive the resolution of major incidents with minimum downtime.

·         Ensure SLAs and KPIs are met consistently for issue resolution and service availability.

·         Guide team in troubleshooting system behaviour, data integrity, configuration changes, and performance issues

·         Manage and track incidents, root cause analysis, and permanent fixes via ITIL-based practices.

·         Contribute to knowledge management: thorough maintenance of documentation, runbooks.

·         Support onboarding and upskilling of new team members

·         Analyse and help with continuous improvement of outputs, value streams and processes.

 Requirements

·         5+ years of experience in application/product support, system operations, or related fields.

·         Prior experience leading and mentoring support teams.

·         Familiarity with traffic management systems, IoT platforms, or large-scale public infrastructure software is a plus, but not mandatory.

·         Working knowledge of Windows server environments, databases (MySQL, MSSQL), spreadsheets/reporting tools (Excel mandatory, PowerBi preferred).

·         Strong analytical skills and a problem-solving mindset, eye for process and output improvement.  Has a can-do attitude.

·         Excellent communication skills – both verbal and written.

·         Experience working with international teams or customers is preferred.

·         Familiarity with IT service management practices, ITIL (v3/4) certification strongly preferred.