Sr. Director - Level 2 Support Engineering Engagement Leader

Location: Almont

Description:
Remote

Our client seeks a Sr. Director - Level 2 Support Engineering Engagement Leader to oversee operational stability and transformation for enterprise payments within a Managed Services model. The leader will drive SLA adherence, automation, and AIOps adoption while serving as the primary interface across client stakeholders, support, and engineering teams. The role emphasizes resilient operations, AI-enabled incident management, and continuous optimization across payment products.

Success will be measured by service reliability, efficiency gains, and improved client satisfaction.

This is a full-time, permanent opportunity, offering a competitive salary and comprehensive benefits package. Qualified applicants must be willing and able to work on a w2 basis.

Salary: $200,000 - $220,000/ yr. w2

JN
-36

Responsibilities:

• Lead and oversee Level 2 support services for payments products with reliable coverage, resilience, and adherence to SLAs, OLAs, and KPIs.
• Own operational health across production support, automated incident triage, defect management, and escalation governance.
• Drive adoption of AIOps and automation platforms for monitoring, alert correlation, ticket classification, and prioritization.
• Ensure effective handling of complex incidents using data-driven root cause analysis, automation-assisted diagnostics, and preventive engineering.
• Establish and measure self-service and self-healing capabilities to reduce manual intervention and support effort.
• Own vendor performance management and enforce standardized tooling, automation practices, and productivity benchmarks.
• Partner with Level 1, engineering (L3), product, Client Services, and infrastructure teams for seamless, automated handoffs and faster resolution.
• Act as the primary engagement lead and escalation point for stakeholders on Level 2 support and transformation initiatives.
• Facilitate operational reviews focused on service metrics, automation progress, efficiency gains, and transformation roadmaps.
• Communicate incident trends, AI-driven insights, remediation strategies, and modernization outcomes to business and technology stakeholders.
• Build trusted advisory relationships to position Level 2 support as a value-driven, innovation-led service.
• Lead and mentor global Level 2 support engineers, fostering accountability and automation-first thinking.
• Evolve staffing models, on-call rotations, and skills coverage toward higher-order problem solving.
• Drive structured training in payments, SRE practices, automation tools, AI-assisted diagnostics, and knowledge engineering.
• Establish strong knowledge management via documentation, runbooks, and AI-searchable knowledge bases.
• Mature incident, problem, change, and release support processes aligned with ITIL, SRE, and Dev Ops principles.
• Ensure support automation readiness, monitoring coverage, and diagnostic availability in definition of done and acceptance criteria.
• Leverage analytics, trend analysis, process mining, and AI insights to reduce incident volumes and MTTR.
• Establish governance to track automation ROI, productivity improvements, and service efficiency gains.
• Support audits, compliance, and risk management while ensuring automation controls meet regulatory expectations.
• Lead or support onboarding of new payments products and enhancements into Level 2 support.
• Influence product and engineering roadmaps to improve operability, stability, and supportability by design.

Experience Requirements:

• Strong experience supporting enterprise payments platforms such as card payments, ACH, wire, RTP, clearing and settlement, and digital payments.
• Solid understanding of distributed systems, APIs, batch and real-time processing, production diagnostics, and observability tooling.
• Hands-on experience introducing or scaling automation, AIOps, and AI-enabled support capabilities in production.
• Proven success operating in high-availability, regulated, customer-impacting environments.
• Experience leading Level 2 support organizations within a Managed Services or outsourced delivery model.
• Executive-level stakeholder management and client engagement capability.
• Ability to balance operational stability with transformation and innovation across multiple products.
• Experience managing SLAs, KPIs, service governance, and automation-driven continuous improvement programs.
• Strong documentation, reporting, and operational analytics skills.
• Experience supporting large-scale banking or financial services clients (preferred).
• Familiarity with global delivery, follow-the-sun models, and SRE practices (preferred).
• ITIL, PMP, SAFe, or relevant service delivery certifications (preferred).
• Exposure to AIOps platforms, ticket automation, workflow orchestration, and monitoring frameworks (preferred).

Education Requirements:

• ITIL certification (preferred).
• PMP certification (preferred).
• SAFe certification (preferred).

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