Manager Production Support – LATAM

This is a fully remote position, open to applicants in Ecuador.

📋 Description

• Take ownership of the complete production support delivery for designated LATAM clients.

• Serve as the main point of contact for all communications, escalations, and governance meetings with customers.

• Foster trusted relationships with key stakeholders and promote proactive engagement.

• Guarantee high levels of customer satisfaction through promptness, transparency, and accountability.

• Oversee and manage daily production support operations, ensuring system stability and availability.

• Maintain strict compliance with SLAs and KPIs, emphasizing continuous service enhancement.

• Facilitate the swift resolution of incidents, problems, and service requests with minimal impact on business.

• Monitor service performance metrics and implement corrective and preventive measures.

• Lead critical incident management, which includes handling escalations, communicating with stakeholders, and coordinating resolutions.

• Conduct structured root cause analysis (RCA) and develop preventive action plans.

• Ensure compliance with ITIL processes, including Incident, Problem, and Change Management.

• Oversee release readiness and assist in the smooth transition of new functionalities into production.

• Establish and enhance local support capabilities within the LATAM region.

• Build, mentor, and lead a high-performing regional production support team.

• Promote knowledge transfer, cross-training, and skill development initiatives.

• Ensure a robust regional understanding of domain, product, and client-specific requirements.

• Collaborate closely with global teams (India and other regions) to guarantee seamless 24x7 support coverage.

• Coordinate with development, infrastructure, and business teams to resolve complex issues.

• Deliver regular service reviews, operational reports, and executive updates.

• Align regional support strategy with global delivery and organizational goals.

• Identify opportunities for automation, process enhancements, and efficiency improvements.

• Initiate efforts to reduce incident volumes and enhance system reliability.

• Ensure compliance with governance frameworks, audit requirements, and regulatory standards.

• Engage in strategic planning for scaling support operations in LATAM.

⛳️ Requirements

• 12–14 years of experience in IT/application production support or managed services.

• Demonstrated success in managing customer-facing support operations within a global context.

• Strong knowledge of ITIL processes (Incident, Problem, Change, Service Delivery Management).

• Experience in leading distributed and cross-regional teams.

• Solid understanding of production environments and essential business applications.

• Domain expertise in payments or transaction processing systems is highly desirable.

• Language proficiency: Spanish & English (Mandatory).

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career growth.

• Comprehensive health and wellness programs.

• Flexible work environment and schedule.

• Access to the latest tools and technologies.