Job Description
About the Role
The L2 Manager leads technical escalation management, drives resolution cycles, and collaborates closely with global engineering, product, and quality teams. The role involves trend analysis, failure investigation, and developing technical capability across the support organization while driving service improvement initiatives.
Key Responsibilities
• Lead all customer and internal technical escalations and ensure closure within SLA.
• Identify and investigate high‑failure models or quality issues with engineering and quality teams.
• Conduct failure analysis (FA) and provide insights to global stakeholders.
• Drive technical projects under STAMP initiatives and cross‑functional improvement programs.
• Manage a team of L2 engineers and oversee daily operational performance.
• Strengthen readiness through knowledge updates, training programs, and mentoring.
• Support field re...