Description

You will lead L2 support operations for Order to Cash functions, managing the team and resolving escalated customer issues.

This role is on-site.

Responsibilities

• Mentor L2 support engineers, assign tasks, and manage ticket workflow.
• Act as the primary contact for escalated customer issues, resolving them accurately and on time.
• Manage critical incidents, coordinating cross-functional teams to resolve high-priority issues quickly.
• Perform root cause analysis on incidents to implement corrective actions and prevent recurrence.
• Develop and maintain knowledge base articles to streamline team problem resolution.

Required Skills

• 8+ years of experience in L2 support for Order to Cash functions.
• Proficiency with ServiceNow, MySQL, Postman, and GSuite for troubleshooting and reporting.
• Experience leading and mentoring technical support teams.
• Ability to maintain agreed SLAs, MTTA, and MTTR targets.
• Strong analytical and problem-solving skills.
• Familiarity with Salesforce, SAP, and Java environments.
• Experience working in a shift model for global and on-call support.

Preferred Skills

• Bachelor's degree in a relevant field.

Key Skills

Education

Bachelor's degree