L2 Engagement Leader

Job Description

Location: St. Louis, MOExperience

• 10+ years of progressive experience in IT application support / production operations in a managed services or outsourcing environment.

• Minimum 5 years in a leadership or managerial role overseeing multi-tier support teams (L1/L2/L3).

• Proven experience in standing up new teams, building processes from the ground up, and driving operational maturity.

• Hands-on experience with both Mainframe (CA7, Autosys, JCL, COBOL ecosystem) and Open Systems (Java, middleware, distributed platforms).

• Strong track record of managing customer relationships at a senior level in financial services or similarly regulated industries.

• Experience driving left-shift / knowledge transfer programs across large application portfolios.

Technical Skills

• Batch scheduling & monitoring: CA7, Autosys, Control-M (familiarity with at least two).

• Mainframe environment: JCL, COBOL, DB2, CICS — working knowledge sufficient to guide L2 team.

• Open Systems: Java/J2EE, middleware (MQ, Kafka), Linux/Unix, SQL databases.

• ITSM platforms: Service Now (Incident, Change, Problem Management modules).

• Monitoring & observability: Familiarity with tools like Splunk, Dynatrace, App Dynamics, Nagios, or similar.

• Automation & scripting: Python, Shell scripting, or PowerShell; exposure to RPA or intelligent automation is a plus.

Leadership & Soft Skills

• Exceptional stakeholder management and executive communication skills — ability to influence without authority.

• Strong organizational and coordination skills to manage dependencies across 10+ portfolios and 50+ applications.

• Data-driven mindset — ability to define metrics, build dashboards, and present insights to drive decisions.

• Proactive, self-starter attitude — comfortable operating with ambiguity during the team's ramp-up phase.

• Experience managing onshore-offshore delivery models with cultural sensitivity and time-zone awareness.

• Strong problem-solving and conflict resolution capabilities.

5. Preferred Qualifications

• ITIL v4 Foundation or higher certification.

• Experience in financial services / wealth management / brokerage industry.

• Familiarity with DevOps practices, CI/CD pipelines, and shift-left methodologies.

• Exposure to AI/ML-based automation for IT operations (AIOps).

• PMP, CSM, or SAFe certifications are a plus.