L2 Engagement Leader

Job Description

Location:

St. Louis, MO

• 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.

• 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 Power Shell; exposure to RPA or intelligent automation is a plus.

• 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.

• ITIL v4 Foundation or higher certification.
• Experience in financial services / wealth management / brokerage industry.
• Familiarity with Dev Ops 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.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applicants from veterans and people with disabilities are explicitly welcome.