Job Description
Job Listing ID:
4495089 Job Title:
Sr. Director•Level 2 Support Engineering Engagement Leader Application Deadline:
Open Until Filled Job Location:
Salem
Date Posted:
05/20/2026 Hours Worked Per Week:
Not Provided Shift:
Not Provided Duration of Job:
Either Full or Part Time, more than 6 months You may contact this employer directly.
(Obtain the contact information to print or add to your jobs.) Job Summary:
Sr. Director•Level 2 Support Engineering Engagement Leader Anywhere Type:
Permanent Category:
Delivery Leader Industry:
Technology Workplace Type:
Remote Reference ID:
JN•042026-106636 Date Posted:
04/28/2026 Shortcut:
http://careers.eliassen.com/hT8VLi Description Recommended Jobs 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•042026-106636 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 DevOps 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. Job Classification:
Computer and Information Systems Managers Access our statewide or regional occupation report for more information about wages,
employment outlooks, skills, training programs, related occupations, and more. Compensation
Salary:
Not Provided Job Requirements
Experience Required:
See Job Summary
Education Required:
None Minimum Age:
N/A Gender:
N/A
