Production Support Manager – LATAM

About the role

Euronet Worldwide is seeking a Production Support Manager for its LATAM region (Ecuador / Colombia). The role will lead end‑to‑end production support, ensure system stability, and act as the primary liaison for customers.

Key responsibilities

• Own full production support delivery for assigned LATAM customers and serve as the main point of contact for communications, escalations, and governance.
• Lead day‑to‑day support operations, monitor SLAs/KPIs, and drive continuous service improvement.
• Manage incidents, problems, and changes, including critical incident escalation, root‑cause analysis, and preventive action planning.
• Coordinate release readiness and smooth transition of new functionalities into production.
• Build trusted relationships with key customer stakeholders and ensure high customer satisfaction.

Required profile

• 12‑14 years of relevant experience in production support, service delivery, or similar IT operations roles.
• Proven ability to lead teams, manage stakeholder expectations, and drive operational excellence.
• Strong communication and ownership mindset, with a focus on delivering reliable services.

Required skills

• ITIL framework knowledge
• Incident Management
• Problem Management
• Change Management
• Service Level Management