Manager Production Support - LATAM

About the role

The Manager – Production Support for the LATAM region will lead end‑to‑end support operations, ensuring high service reliability and an excellent customer experience. You will be the primary point of contact for customers, drive operational excellence, and build regional capabilities aligned with global standards.

Key responsibilities

• Own full‑cycle production support delivery for assigned LATAM customers and act as the main escalation point.
• Lead day‑to‑day support operations, monitor SLAs/KPIs, and continuously improve service quality.
• Manage incident, problem, and change processes, including critical incident coordination and root‑cause analysis.
• Oversee release readiness and smooth transition of new functionalities into production.
• Establish and mentor a high‑performing regional support team, driving knowledge transfer and skill development.
• Collaborate with global teams (India and other regions) to ensure 24x7 coverage and resolve complex issues.
• Identify automation and process‑improvement opportunities to reduce incident volume and enhance reliability.

Required profile

• 12–14 years of experience in IT/application production support or managed services.
• Proven track record of leading support teams and managing customer relationships in a regional context.
• Strong understanding of ITIL processes and governance frameworks.

Required skills

• ITIL
• Production support
• Incident management
• Problem management
• Change management
• Release management