Senior Engineering Manager - Operations (L1)

Job Description

Job Title: Senior Engineering Manager - Operations (L1 and L2 Support) Location: Pune, India About Us: At Maersk Technology, we are dedicated to transforming the logistics industry through innovative technology solutions. We strive to create a seamless experience for our customers by ensuring our technology infrastructure is robust, reliable, and efficient. Join us and be a part of a dynamic team that is driving change and making a global impact. Role Summary: As a Senior Engineering Manager - Operations, you will be responsible for managing the L1/L2 support teams to ensure the highest level of service delivery, operational excellence aimed at improved user experience. You will be responsible for managing a team of engineers, developing and implementing support strategies, and driving continuous improvement in services delivered to our users and customers. Key Responsibilities: Lead and manage the L1 and L2 support teams, ensuring effective and efficient handling of incidents and service requests. Develop and implement support strategies to improve service quality, reduce incident resolution times, and enhance customer satisfaction. Monitor and analyze support metrics and KPIs to identify areas for improvement and implement corrective actions. Collaborate with cross-functional teams, including engineering, product, and customer service, to resolve complex technical issues and ensure smooth operations. Drive continuous improvement initiatives to enhance support processes, tools, and documentation. Ensure compliance with service level agreements (SLAs) and other contractual obligations. Mentor and develop team members, fostering a culture of learning, collaboration, and excellence. Prepare and present regular reports on support performance to senior management. Qualifications: Bachelors or masters degree in computer science, Information Technology, or a related field. Proven experience in managing L1 and L2 support teams, preferably in a large-scale enterprise environment. Strong understanding of agile support processes and best practices. Excellent problem-solving skills and the ability to handle complex technical issues. Engineering-led approach to resolving operational issues. Experience with support tools and systems, such as ServiceNow or similar platforms. Hand on support experience from previous roles. Strong leadership and people management skills, with the ability to motivate and inspire a team. Possesses strong hands-on technical experience. Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels. Preferred Qualifications: ITIL certification or other relevant industry certifications. Experience in the logistics or supply chain industry. Knowledge of cloud technologies and platforms (e.g., AWS, Azure). Experience with automation and scripting to improve support processes. What We Offer: Competitive salary and benefits package. Opportunities for professional growth and development. A collaborative and inclusive work environment. The chance to make a significant impact on a global scale. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing hidden_email .,

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