Product Support Manager - Remote

Overview

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.

In Short

• Lead, mentor, and develop a team of Team Leaders and Application Support Specialists.
• Conduct regular performance reviews and provide constructive feedback.
• Foster a collaborative and inclusive team culture.
• Manage and drive High/Critical severity incidents.
• Oversee the day-to-day operations of the support team.
• Monitor and analyze team performance metrics.
• Develop and maintain processes for incident management.
• Serve as the primary point of contact for major customer accounts.
• Lead post-incident reviews and present findings.
• Develop and execute strategic initiatives to enhance support operations.

Requirements

• 5+ years of experience in application support or IT service management.
• Bachelor’s degree in computer science, information technology, or related field.
• Extensive knowledge of any ITSM tool (e.g., Jira, Azure DevOps).
• Strong understanding of the software development lifecycle.
• Proven ability to lead and develop diverse teams.
• Exceptional problem-solving skills.
• Experience in managing SLAs and incident management.
• Excellent communication and interpersonal skills.
• Strong organizational and decision-making abilities.
• Proficiency in creating and analyzing reports.

Benefits

• 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.