POSITION SUMMARY
We are seeking an experienced Support Manager to lead our Support team. In this critical role, you will be responsible for overseeing the stability and performance of our production systems, ensuring the timely resolution of issues, and driving improvements in our support operations.The ideal candidate will bring a blend of technical expertise, leadership skills, and a passion for transforming software support processes through innovation, automation, and strategic thinking. If you have experience in B2B payments, biller support, and digital transformation—particularly in scaling support organizations using AI and automation—this is the opportunity for you.
AREA OF FOCUS
All other duties as assigned, plus…
- Team Leadership:
- Lead, mentor, and inspire a team of production support engineers. Provide guidance, technical expertise, and career development opportunities to ensure a high-performing team.
- Manage and optimize team workflows to ensure responsiveness and efficiency in resolving issues in production systems.
- Incident Management:
- Oversee the identification, troubleshooting, and resolution of incidents in production systems.
- Ensure that all incidents are communicated effectively and resolved within agreed timelines.
- Ensure smooth management of production incidents to minimize downtime and disruption to critical operations.
- System Monitoring & Maintenance:
- Implement and manage proactive monitoring tools and processes to detect issues early and resolve them before they impact production environments.
- Leverage advanced monitoring and alerting tools to ensure system health and prevent issues.
- Root Cause Analysis:
- Conduct post-incident reviews to identify root causes of issues. Implement long-term fixes and preventative measures to reduce the likelihood of similar incidents.
- Focus on continuous improvement, implementing solutions that enhance system resilience and reliability.
- Collaboration:
- Work cross-functionally with engineering, product, and operations teams to ensure seamless deployment, stability, and scalability of software systems.
- Collaborate with business and technical teams to drive alignment and smooth execution of support processes.
- Service Level Agreements (SLAs):
- Monitor and manage service levels, ensuring that SLAs for issue resolution are met consistently.
- Take ownership of issue resolution timelines, managing stakeholder expectations and ensuring that SLAs are maintained.
- Documentation:
- Maintain detailed and up-to-date documentation for support processes, incident reports, and resolution steps. Ensure best practices are followed by the team.
- Establish standardized documentation practices to streamline knowledge sharing and ensure accountability.
- Continuous Improvement:
- Identify opportunities for process optimization and automation to improve the performance of support systems and enhance the overall user experience.
- Champion a culture of innovation, leveraging AI and automation to scale operations and improve team efficiency.
- Digital Transformation Leadership:
- Lead or contribute to efforts aimed at scaling support operations through AI-driven automation and other innovative solutions. Experience in digital transformation efforts within B2B payments is highly preferred.
- Be a progressive thinker who is energized by change and driven to implement cutting-edge solutions for modern support organizations.
