Team Lead L2

Job Description

Job Description: We need a team leader who can learn fast, own the tasks, has a can-do attitude, is good at stakeholder management and mentoring/training juniors. Key Responsibilities: Lead the L2 Support Team for our Traffic data warehouse/management solutions in Europe. (ORBIS) Incident management: Resolution of complex system issues escalated from L1; coordinate with L3 (Development/Engineering) resolvers when required. Collaborate with management stakeholders in India and the Netherlands to ensure smooth service delivery. Step in to collaborate and drive the resolution of major incidents with minimum downtime. Ensure SLAs and KPIs are met consistently for issue resolution and service availability. Guide team in troubleshooting system behavior, data integrity, configuration changes, and performance issues. Manage and track incidents, root cause analysis, and permanent fixes via ITIL-based practices. Contribute to knowledge management: thorough maintenance of documentation, runbooks. Support onboarding and upskilling of new team members. Analyse and help with continuous improvement of outputs, value streams and processes. Preferred Qualifications: 5+ years of experience in application/product support, system operations, or related fields. Prior experience leading and mentoring support teams. Familiarity with traffic management systems, IoT platforms, or large-scale public infrastructure software is a plus, but not mandatory. Working knowledge of Windows server environments, databases (MySQL, MSSQL), spreadsheets/reporting tools (Excel mandatory, Power BI preferred). Strong analytical skills and a problem-solving mindset, eye for process and output improvement. Has a can-do attitude. Excellent communication skills - both verbal and written. Experience working with international teams or customers is preferred. Familiarity with IT service management practices, ITIL (v3/4) certification strongly preferred. If you are interested in one of our vacancies, please send your CV and motivation to: hrtvm@arstraffic.com If you like to know more about working at ARS, please contact us at: 0471 6616755