Requirements

Expected technologies

ITIL

Operating system

Windows

Our requirements

• Bachelor’s degree in Information Systems, Business, or related field (or equivalent experience).
• 7+ years of experience in support operations, service delivery, or technical support leadership.
• Proven experience with enterprise support systems (IVR/call management, ticketing, analytics, and remote access tools).
• Demonstrated ability to balance strategic leadership with hands-on system configuration and problem-solving.
• Familiarity with ITIL or other service management frameworks.
• Experience working in global, matrixed organizations with distributed teams.
• Strategic Systems Thinking — Ability to see the interdependencies of people, process, and technology, while also diving into system details when required.
• Process Administration — Skilled at defining, documenting, and auditing processes that ensure consistency, accountability, and SLA compliance.
• Analytical Insight — Strong data orientation, able to design metrics and reporting that drive operational improvement.
• Change Leadership — Adept at guiding teams through system and process improvements while building buy-in across global regions.
• Communication & Influence — Clear communicator with the ability to convey complex operational concepts to executives, managers, and frontline teams.
• Hands-On Problem Solving — Willingness and capability to roll up sleeves, configure systems, and troubleshoot alongside the team.

Your responsibilities

Key Responsibilities

Technology Ownership & Administration

Own and administer the global support technology stack including the call/IVR system, ticketing system, remote access tools, and analytics platforms. Oversee configuration, integration, and optimization of these systems to meet evolving business needs. Lead a small team responsible for day-to-day system maintenance, enhancements, and change requests.

Support Process & SLA Governance

Serve as the keeper of operational documentation and SLA frameworks, ensuring global consistency. Establish, maintain, and audit support processes (e.g., incident handling, escalation paths, manager-on-duty rosters) to ensure accountability across the support organization. Provide governance and oversight, while empowering regional Support Management to execute daily operational responsibilities.

Continuous Improvement & Analytics

Identify opportunities to enhance efficiency and customer experience through process innovation and technology improvements. Leverage data and analytics to monitor SLA performance, ticket handling quality, and operational effectiveness. Partner with global Support Managers to align systems and processes with organizational priorities.

Global Coordination & Incident Management

Coordinate cross-regional response to global incidents that impact product environments, ensuring process adherence and effective communication. Maintain readiness of “global manager on duty” processes and rosters to guarantee 24/7 accountability.

Customer & Executive Engagement

Provide SLA reporting and operational insights to executive stakeholders and select global customers. Act as a subject matter expert on support systems and processes in leadership forums.