Job Description

This is a 5 – month (renewable) contract with our client

Lead a high-impact Level 2 technical support team resolving complex escalations. You will bridge the gap between L1 support and L3 engineering, ensuring system reliability and high-tier service delivery across a multi-country FinTech ecosystem.

Key Responsibilities

  • Team Leadership: Manage daily L2 operations, ticket queues, and SLAs across diverse geographic regions.
  • Technical Escalation: Resolve advanced issues involving Java architecture, Spring Boot, and API Gateways.
  • Process Optimization: Drive Root Cause Analysis (RCA), implement monitoring tools, and refine escalation protocols.
  • Stakeholder Management: Collaborate with Engineering and Product teams to ensure support readiness for new releases.

Requirements

  • Experience: 10+ years in technical support; 3+ years in leadership.
  • Technical Depth: Hands-on with Java APIs, Linux/Windows enviro...

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