Job Description

Job Title:

L2 Manager

Department:

IT Service Delivery

Reporting Manager:

Head of IT Service Delivery

`dotted` reporting manager

N/A

Management position

Yes / NO

Responsible for hiring 

Yes / No

JAD description attachment

See extract from job guide below

Common objectives for this job level

1. Full alignment with company shared goals and IT strategy
2. Team Management
3. IT Operation management
4. IT continuity Management

Local roles

1. L2 Manager

Languages

1. English language fluency: Mandatory
2. Japanese language fluency: Mandatory

Education level

1. Bachelor or equivalent / 5+ years of experience 

Assignment

JAD description : 

Under the supervision of the Head of the IT Service Delivery, Manage the daily operation and task of the support engineers Team. Providing Technical support and maintenance of all systems infrastructure, hardware and software. The main missions of the L2 Manager are as follows:

• Guarantees application production for both technical and functional

support for a given Business Line or Business Line

• Providing technical and functional support to users
• Implementing monitoring and supervising the application’s technical and functional

components 

• Acting as the contact person for suppliers in order to manage the technical aspects.
• IT continuity Management
• Manage and supervise the daily operation of the APS Team members

Local adaptation :

Above apply locally and also in synchronization with the other Group teams

Principal Activities

THE COLLABORATOR WILL BE INVOLVED IN SOME OR ALL OF THE FOLLOWING ACTIVITIES

• Managing incidents within the scope of reporting by ensuring that the service is

restored as quickly as possible with complete transparency regarding the Business

Line: Referencing, communication, coordination, correction, drafting of PIRs (Post Incident Reviews)

• Respond to requests for support from IT system end-users to resolve their technical problems, and ensure all requests are logged and tracked in ITSM system. 
• Patch Management / Release management 
• Collaboration and Escalation to 3rd party vendors and Global Team within BNP Group 
• APS engineers Team members Management 
• Proactive Support operation 
• Responsible for ensuring that critical IT services remain operational during and after disruptions, minimizing business impact and ensuring the smooth operation of the organization.
• Lead the IT operation task of all IT continuity exercises locally and Regionally 
• Implementing monitoring and supervising the application’s technical and functional

components

Local adaptation :

The employee is called L2 manager or APS manager and is the APS main contact person

Job skills and / or technical

JAD description :

1. BUSINESS SKILLS

• Business / IT Relationship
• Production Operation Steering
• IT Risk and Cybersecurity 

1. TRANSVERSAL SKILLS

• Ability to develop and adapt a process
• Analytical Ability
• Ability to set up relevant performance indicators
• Ability to manage a project
• Ability to inspire others & generate people's commitment

Knowledge needed for below tools or similar

1. Ochestration tools: SCCM, Kubernetes
2. Methodologies : Management of production environments, ITIL process knowledgeTechnologies
3. IT Operation Tools :

Middleware axway transfer cft, Production Tools Service Now

1. IT infrastructure and technical tools:

– Network Protocols (Linux, Unix, Windows)

– IT Languages Shell

– Security: Illumio, Authentification Forte,…

– Middleware (Ansible, Apache Kafka, Mq Series,…)

– Production Tools: Splunk, Dynatrace, Opensearch,Autosys

– Scripting (Ansible, Python, Shell, Sql…)

– Data Base Management

1. Operating Systems

– Windows: Windows 2016, 2019,2022

– Linux: RedHat 8,x, 9.x

1. Mainframe Specifies

– Virtualisation: VSphere, HCI, VMWare, Citrix, HVD

Local adaptation : 

Knowledge or hands-on experience on Hulft, ACMS, Righfax 

Behavioral skills and / or managerial :

• n      BEHAVIOURAL SKILLS

Ability to Manage the APS engineers 

Creativity & Innovation / Problem Solving

Client Focused

Ability to Deliver / Results Driven

Local adaptation :  

• Ability to work in both Japanese and English 
• Ability to manage local vendors

Specific Qualifications and certifications

• ITIL certification v3 or above

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