Manager, Product Support

Flight Itinerary (About The Role)

As a Product Support Manager in the IT airline industry, you will oversee the entire L1/L2 support team, ensuring seamless operations, exceptional customer satisfaction, and adherence to SLAs. This role requires a combination of technical expertise, strategic leadership, and strong communication skills to lead a team that supports mission-critical airline applications. You will drive process improvements, mentor team leaders and specialists, and act as a key point of contact for internal and external stakeholders. If you are passionate about operational excellence, team development, and delivering high-quality support services, this position offers an impactful and rewarding opportunity.

Please note that we require advanced English level for this position. This is a remote opportunity with 10am-6pm (GMT-5) working hours. 

What Your Journey Will Look Like (Responsibilities)

• Lead, mentor, and develop a team of Team Leaders and Application Support Specialists to ensure a high-performing and motivated support organization.
• Conduct regular performance reviews and provide constructive feedback to drive individual and team growth.
• Foster a collaborative and inclusive team culture, emphasizing continuous learning and improvement.
• Managing and driving High/Critical severity incidents with L1/L2 and Engineering teams.
• Oversee the day-to-day operations of the support team, ensuring timely resolution of incidents and compliance with SLAs.
• Monitor and analyze team performance metrics to identify areas for improvement and implement effective solutions.
• Develop and maintain processes for incident management, escalation, and knowledge sharing.
• Serve as the primary point of contact for major customer accounts, ensuring high levels of satisfaction and alignment with customer expectations.
• Collaborate with Account Managers to manage customer communications and incident reporting.
• Lead post-incident reviews and present findings to customers and leadership, ensuring transparency and accountability.
• Develop and execute strategic initiatives to enhance support operations, including automation, tool implementation, and workflow optimization.
• Collaborate with engineering, product, and data teams to address recurring issues and propose product enhancements.
• Drive onboarding processes for new customers and ensure seamless integration into the support environment.
• Manage team schedules, including PagerDuty rotations, to ensure 24/7 coverage and workload balance.
• Prepare detailed SLA and performance reports for leadership, identifying trends and proposing action plans.
• Coordinate training programs to upskill team members and align with evolving technology and industry standards.

What To Pack For This Trip (Qualifications)

• 5+ years of experience in application support or IT service management, including 2+ years in a leadership role.
• Bachelor’s degree in computer science, information technology, business management, or a related field (or equivalent experience).
• Extensive knowledge of any ITSM tool (eg. Jira / Azure DevOps / Service NOW). Preferred Jira experience.
• Strong understanding of the software development lifecycle and its impact on support operations.
• Proven ability to lead and develop diverse teams in a fast-paced, 24/7 environment.
• Exceptional problem-solving skills with a strategic and customer-focused mindset.
• Experience in managing SLAs, performance metrics, and incident management processes.
• Excellent communication and interpersonal skills, capable of engaging with technical and non-technical stakeholders.
• Strong organizational and decision-making abilities, especially under pressure.
• Proficiency in creating and analyzing reports to drive insights and improvements.
• Good English written and verbal communication skills.

Optional Carry-On (Preferred Qualifications)

• Knowledge of the airline industry processes and systems.
• ITIL or related certifications.
• Experience with cloud computing platforms and observability tools.

First-Class Amenities

• Indefinite-term contract
• Private Medical Insurance
• Sodexo Food vouchers
• Bonus for extralegal transport
• 22 days of vacation
• Internal technology training and tech sessions
• Team building events