Manager Production Support
Job Summary
To lead and manage end-to-end production support and customer engagement for the LATAM region, the full-time Manager Production Support will ensure high service reliability and customer satisfaction while driving operational excellence remotely.
Key Responsibilities
- Own end-to-end production support delivery for assigned LATAM customers, acting as the primary point of contact for communications and escalations
- Lead day-to-day production support operations, ensuring adherence to SLAs and KPIs while driving timely resolution of incidents and service requests
- Establish and strengthen local support capabilities within the LATAM region, building and mentoring a high-performing production support team
Required Qualifications
- 12-14 years of experience in IT/application production support or managed services
- Proven track record in managing customer-facing support operations in a global environment
- Strong expertise in ITIL processes including Incident, Problem, and Change Management
- Experience in leading distributed and cross-regional teams
- Domain experience in payments or transaction processing systems is highly preferred
Complete Job Description
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