Technical Support Manager - Operations

Summary

The Support Operations Department is responsible for monitoring and analyzing production features, efficiently resolving tickets, identifying current issues, and recommending actions to enhance the quality of our product offerings.

 As a Support Operations Manager, you will play a pivotal role in establishing and leading the support operations team. You will leverage operational discipline across the company, developing frameworks to improve operational analysis and support. Your leadership will be crucial in ensuring the effectiveness and efficiency of our support operations capabilities.

What you'll do

• Lead, mentor, and develop the support operations team, fostering a culture of continuous learning and improvement.

• Allocate resources effectively to ensure optimal team performance and manage workloads 

• Proactively identify and diagnose current and potential issues within production systems to minimize disruptions.

• Facilitate collaboration between the support operations team and other departments, such as product development, engineering, and developer experience, to ensure cohesive efforts in meeting company objectives.

• Work closely with engineering and development teams to communicate issues, share insights, and coordinate on implementing solutions.

• Establish and monitor key performance indicators (KPIs) to evaluate team performance and operational efficiency, making adjustments as necessary.

• Continuously evaluate and refine support processes to improve efficiency and effectiveness in handling support operations.

• Lead the creation, documentation, and implementation of Standard Operating Procedures to ensure consistent and efficient operations across the team

• Maintain comprehensive records of issues, resolutions, and system performance, providing regular reports to stakeholders.

Minimum Qualifications

•  English C1

• Prior experience in cards authorization processes, features, and services, including an understanding of industry standards.

• Experience in leading teams within support or operations environments, with a focus on developing team capabilities and driving performance improvements.

• Solid understanding of technical environments.

• Ability to develop and implement strategic plans that align with organizational goals and objectives.

• Strong decision-making skills, with the ability to analyze information, assess risks, and make informed choices based on data insights.

• Excellent communication skills, with the ability to convey complex technical information clearly and effectively to diverse audiences.

Core Benefits

• Remote work

• Flexible hours

• Meal & Food vouchers 

• Remote work financial support

• Life Insurance

• Medical and Dental

• Assistance Employee child care benefit: daycare

• Private Pension (2x1)

• Vidalink partnership

• Day off (Birthday)

• Support for studying languages

• 50% off AWS and GCP certifications

• Sesc Partnership 

• Performance Incentive Plan 

Technologies that we apply in our day

Engineering 

• Java, Groovy and Go

• Automated Testing

• K6 (Load Testing) and Gremlin (Chaos Testing)

• SQL /  NoSQL

• Git

• Rest APIs and streaming data

• Cloud (AWS and Google)

• Docker and Kubernetes

• Codefresh & ArgoCD

• Grafana & Honeycomb

• Jira / Confluence

Data

• AWS Services;

• Data Processing: Spark, Flink

• Python

• Airflow

• Relational databases (PostgreSQL and MySQL)

Platform Engineering

• AWS

• Codefresh

• ArgoCD

• Grafana & Honeycomb

• Kubernetes

• Terraform

• Go, Python, and Shell Script

• Prometheus

• Istio

Security

• SAST

• SCA

• IaC Scans