Senior Engineering Manager

Job Summary

A company is looking for a Senior Engineering Manager - L3 Support.

Key Responsibilities

• Lead and mentor a global L3 Engineering team in managing customer escalations and resolving technical issues
• Oversee the full development escalation lifecycle and serve as the primary liaison across various teams to negotiate resolutions
• Drive root-cause analysis and continuous improvement while developing support KPIs and incident reports

Required Qualifications

• 10+ years in enterprise technical operations, particularly with IBM Sterling B2Bi or equivalent platforms
• Proven experience managing customer escalations and leading engineering teams
• Expertise in incident management, ITIL frameworks, and escalation governance
• Deep knowledge of enterprise software deployment, configuration, and management
• Familiarity with Java, Cloud Technologies, and Kubernetes