Senior Software Engineer Manager, Risk Engineering Operations

The role:

In this role, we are seeking a highly capable and hands-on software engineering lead to establish and manage our new Level 1 and Level 2 (L1/L2) support team for IRM Analytics production applications. This role is crucial for ensuring the reliable operation of our systems as well as for enabling the capability of our core engineering team to deliver new development initiatives. This role will be responsible for both day-to-day hands-on support and small enhancements, as well as managing a nearshore team focused on operations support and service delivery.

What you'll do:

• Lead and mentor a team of 2–3 support engineers with a focus on growing and scaling the team as production applications are onboarded
• Establish and enforce a clear L1 → L2 → L3 escalation process, defining thresholds for when issues are elevated to core engineering (L3).
• Oversee all ticketing and tracking processes, ensuring all incidents, service reque...