Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.
In Singapore, Thales has been a trusted partner since 1973, originally focused on aerospace activities in the Asia-Pacific region. With 2,000 employees across three local sites, we deliver cutting-edge solutions across aerospace (including air traffic management), defence and security, and digital identity and cybersecurity sectors. Together, we’re shaping the future by enabling customers to make pivotal decisions that safeguard communities and power progress.
Job Summary:
The L2 Manager is responsible for managing the Level 2 IT support team, ensuring timely resolution of complex technical issues, maintaining system stability, and supporting IT infrastructure and applications. The role involves leadership, team management, technical expertise, process improvement, and collaboration with other teams to provide the service to end-users and internal stakeholders in order to achieve the service level agreement.
Responsibilities:
Lead and supervise the Level 2 support team, providing guidance, training, and performance management.\tLead the troubleshooting and resolution of escalated technical incidents and service requests.\tImplement the incident and problem management processes by collaborating with ITSM manager to minimize downtime and service disruption.\tOversee the change management process as Change Manager\tCoordinate with Level 1 support and vendors/partners to resolve complex technical incidents promptly.\tMonitor system performance and proactively identify areas for improvement or potential risks.\tEnsure compliance with the regulations, data protection standards, and IT governance policies.\tDevelop and maintain documentation of standard operation procedures, knowledge base (KEDB), and IT policies.\tCollaborate with Service Delivery Manager to support system upgrades and enhancements.\tEnsure compliance with IT service management (ITSM) frameworks (ITIL).\tManage vendor relationships and escalate hardware/software issues as necessary.\tAnalyze support metrics and KPIs to continuously improve service quality and team. \tParticipate in disaster recovery and business continuity exercises.Requirements:
Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.\tProven experience (10+ years) in IT support or operations including supervisory or management experience of L2 team.\tStrong technical knowledge of IT infrastructure and applications.\tExperience with ITSM tools and frameworks such as ITIL, ServiceNow, or equivalent.\tExcellent leadership, communication, and problem-solving skills.\tAbility to work under pressure and handle escalations effectively.\tRelevant certifications (ITIL Foundation, cybersecurity certifications) are a plus.Preferred Qualifications:
Experience managing multi-disciplinary IT teams in a 24/7 operational environment.\tKnowledge of private cloud platforms and cybersecurity best practices for critical infrastructure.\tFamiliarity with the airport IT systems.At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.