Sr. Director - Level 2 Support Engineering...

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., + 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.

• Establish governance to track automation ROI, productivity improvements, and service efficiency gains.

• Support audits, compliance, and risk management while ensuring automation controls meet regulatory expectations.

• Lead or support onboarding of new payments products and enhancements into Level 2 support.

• Influence product and engineering roadmaps to improve operability, stability, and supportability by design.

• Strong experience supporting enterprise payments platforms such as card payments, ACH, wire, RTP, clearing and settlement, and digital payments.

• Solid understanding of distributed systems, APIs, batch and real-time processing, production diagnostics, and observability tooling.

• Hands-on experience introducing or scaling automation, AIOps, and AI-enabled support capabilities in production.

• Proven success operating in high-availability, regulated, customer-impacting environments.

• Experience leading Level 2 support organizations within a Managed Services or outsourced delivery model.

• Executive-level stakeholder management and client engagement capability.

• Ability to balance operational stability with transformation and innovation across multiple products.

• Experience managing SLAs, KPIs, service governance, and automation-driven continuous improvement programs.

• Strong documentation, reporting, and operational analytics skills.

• Experience supporting large-scale banking or financial services clients (preferred).

• Familiarity with global delivery, follow-the-sun models, and SRE practices (preferred).

• ITIL, PMP, SAFe, or relevant service delivery certifications (preferred).

• Exposure to AIOps platforms, ticket automation, workflow orchestration, and monitoring frameworks (preferred).

Education Requirements:

• ITIL certification (preferred).

• PMP certification (preferred).

• SAFe certification (preferred).

Recruitment Transparency Notice

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, Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening** and hiring process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team ( noreply@eliassen.com **, 781-808-2924) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group’s use of these tools, including AI tools, as part of the application and hiring process.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.

If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:

· When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.

Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients’ capacity and accelerate meaningful outcomes. We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.