1. Management of L2 teams

Direct management of Level 2 teams

Managing workload, capacity, and resource allocation

Incident dispatch and prioritization

Definition and monitoring of individual and collective objectives

Supporting employees in their career development

development and monitoring of skills development plans

2. Training and skills development

Construction and monitoring of the teams' training plan

Development of versatility and functional coverage

Supporting the transformation towards a comprehensive and cross-functional support model

Promoting the use of AI and automation tools in daily activities

3. Knowledge Management

Enrichment, structuring and maintenance of the knowledge base

Definition of documentation and capitalization standards

Use of Group tools (ServiceNow, Teams, SharePoint, Copilot) to ensure the dissemination and sustainability of knowledge

Implementation of a Knowledge-Centered Support approach

4. Operational Excellence

Facilitating continuous improvement of Level 2 support

Management of corrective and preventive actions

Coordination of activities between L2 and L3 teams

Monitoring of requests for expertise and development escalated to higher-level teams

5. Incident Management and Governance

Active participation in processes: Incident Management Problem Management Major Incident Management

Coordination of inter-team problem-solving actions

Facilitating operational governance bodies with stakeholders

Identification and reporting of friction points, risks and improvement needs

6. Performance Management

Definition and monitoring of operational KPIs

Production of dashboards and management reporting

Analysis of trends, volumes, service quality and user satisfaction

Proposal for continuous improvement plans

7. Recruitment and onboarding

Identification of resource needs

Participation in the recruitment processes

Selection of profiles aligned with Level 2 needs and the Group's strategic directions

Organizing and managing the onboarding of new employees

Desired Candidate Profile