Manager Production Support - LATAM

2 months ago
Full-time
Lead
Customer and Technical Support
Euronet Communications BV

Euronet Communications BV

Euronet Communications BV, formerly known as Orange Breedband and Wanadoo, is a leading internet service provider in the Netherlands. With a strong focus on internet, television, and VOIP services, the company caters to both individual customers and sm...

Diversified Telecommunication Services
11-50
Founded 1994

Description

  • Own end-to-end production support delivery for assigned LATAM customers.
  • Serve as the primary point of contact for customer communications, escalations, and governance forums.
  • Build trusted relationships with customer stakeholders and maintain proactive engagement.
  • Lead day-to-day production support operations to ensure system stability and availability.
  • Ensure adherence to SLAs and KPIs while driving continuous service improvement.
  • Manage incident, problem, and change processes, including critical incident coordination and escalation handling.
  • Drive root cause analysis and preventive action planning for recurring issues.
  • Build, mentor, and manage a high-performing regional support team.
  • Collaborate with global, development, infrastructure, and business teams to resolve complex issues and provide 24x7 support coverage.
  • Identify automation and process improvement opportunities, and support governance, audit, and compliance requirements.

Requirements

  • 12–14 years of experience in IT/application production support or managed services.
  • Proven experience managing customer-facing support operations in a global environment.
  • Strong expertise in ITIL processes, including Incident, Problem, Change, and Service Delivery Management.
  • Experience leading distributed and cross-regional teams.
  • Strong understanding of production environments and critical business applications.
  • Domain experience in payments or transaction processing systems is highly preferred.
  • Strong leadership, team management, stakeholder management, and communication skills.
  • High ownership, accountability, problem-solving, analytical, and decision-making abilities.
  • Ability to manage high-pressure situations and critical escalations.
  • Proficiency in service management tools and monitoring platforms.
  • Spanish and English fluency is mandatory.

Interested in this position?

Apply directly on the company website

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