Who we are:

Open-minded intellectuals who embrace emerging technologies on our mission to create innovative Software Engineering Solutions that will impact millions of users around the world.

We are looking for:

We are looking for a L2 & Patching Server Team Lead is responsible for the operational management, performance, and continuous improvement of:

• The Level 2 Application Support Team
• The Patching Server Team

The role ensures service reliability, SLA compliance, operational discipline, and structured workload management in a regulated (GxP) environment.

This position combines people management, operational governance, service quality ownership, and reporting responsibility.

What you will do:

• Ensure proper assignment and prioritization of L2 tickets
• Monitor workload distribution across team members
• Ensure SLA compliance for incidents and requests
• Balance application ownership across resources
• Prevent bottlenecks and single points of failure
• Ensure smooth escalation to L3 or vendors

Scope includes (example)

• VALIDAT
• ELN
• Dynatrace coordination
• Application portfolio under L2

Patching Server Team Management

• Plan and coordinate monthly patching cycles
• Ensure patching execution quality and timeliness
• Monitor task duration and efficiency
• Identify improvement opportunities
• Ensure documentation and change compliance

Team Discipline & Governance

• Ensure accurate working time reporting
• Monitor attendance and availability
• Enforce proper timesheet accuracy
• Ensure calendars are updated
• Ensure availability during business hours
• In a support organization, availability and reliability are mandatory.

Reporting & Transparency

• Consolidate and validate monthly timesheets
• Deliver structured monthly reports

Provide visibility on:

• Capacity
• Utilization
• SLA compliance
• Operational risks

Continuous Improvement

• Implement monitoring of team performance
• Identify inefficiencies
• Propose quarterly improvement initiatives
• Reduce recurring incidents
• Optimize task execution time

Stakeholder Management

• Coordinate with:
• Application Owners
• Infrastructure Teams
• Vendors
• Internal IT leadership
• Ensure alignment with CSL governance and compliance standards

What you must have:

Technical

• Windows Server patching lifecycle
• ITIL processes
• Incident & change management
• Application support lifecycle

Leadership

• Accountability
• Structured management
• Performance control
• Clear communication
• Decision-making

Behavioral Expectations

• Ownership mindset
• Proactive management
• No tolerance for operational drift
• Escalation before problems grow

Professional \& Personal Skills:

• Strong attention to detail
• Good organizational and time-management skills
• Willingness to research solutions and use internal/external resources effectively
• Good communication and collaboration skills
• Actively participate in discussions related to testing, features, and improvements
• Share feedback, suggestions, and observations with developers and team members
• Work as a team player, contributing to knowledge sharing and continuous improvement
• Team-oriented mindset with a willingness to share knowledge
• Ability to communicate clearly, both written and verbal
• Proactive attitude

What we offer:

• Career Development
• Hands-on experience in cybersecurity and VPN technologies
• Structured onboarding and continuous technical training
• Mentorship from experienced QA and security professionals
• Opportunities for professional growth within the organization
• Work Environment
• Collaborative and supportive team culture
• Encouragement of innovation and continuous improvement
• Stable, long-term employment opportunities
• Resources to support your work

We really welcome open-minded and committed people:

• Eager to take on new challenges and learn new things;
• Who put their heart, mind, and soul into everything they do;
• Who enjoy sharing knowledge and understand the importance of

#LI-VG2

Show more
Show less