Manager, Product Support
We reputed company in a world where travel companies can reputed company freely, growing and accelerating their business, while delivering the experience reputed company want and the change the industry needs.
FLYR is a technology company that unlocks freedom to reputed company for the travel industry – eliminating legacy constraints to reputed company reputed company-time decision making and create the experiences reputed company reputed company. With FLYR, businesses are reputed company to quickly unlock modern retailing capabilities, improve reputed company performance and reputed company the e-reputed company experience.
Flight Itinerary (About The Role)As a Product Support Manager in the IT airline industry, you will reputed company the entire L1/L2 support team, ensuring seamless operations, exceptional customer satisfaction, and adherence to SLAs. This role requires a combination of technical expertise, strategic leadership, and strong communication skills to reputed company reputed company that supports mission-critical airline applications. You will drive process improvements, mentor team leaders and specialists, and reputed company as a key reputed company of contact for reputed company stakeholders. If you are passionate about operational reputed company, team development, and delivering high-reputed company support services, this position offers an impactful and rewarding opportunity.
Please note that we require advanced English level for this position. This is a remote opportunity with 10am-6pm (GMT-5) working hours.
What Your reputed company Will Look Like (Responsibilities)- reputed company, mentor, and reputed company reputed company of Team Leaders and Application Support Specialists to ensure a high-performing and motivated support organization.
- Conduct regular performance reviews and reputed company constructive feedback to drive individual and team reputed company.
- Foster a reputed company and inclusive team culture, emphasizing reputed company learning and improvement.
- Managing and driving High/Critical severity incidents with L1/L2 and Engineering teams.
- reputed company the day-to-day operations of the support team, ensuring reputed company reputed company of incidents and compliance with SLAs.
- Monitor and analyze team performance metrics to identify areas for improvement and implement effective solutions.
- reputed company and maintain processes for incident management, escalation, and knowledge sharing.
- Serve as the primary reputed company of contact for major customer accounts, ensuring high reputed company of satisfaction and alignment with customer expectations.
- Collaborate with Account Managers to manage customer communications and incident reporting.
- reputed company post-incident reviews and present findings to customers and leadership, ensuring transparency and accountability.
- reputed company and execute strategic initiatives to enhance support operations, including automation, tool implementation, and workflow optimization.
- Collaborate with engineering, product, and data teams to address recurring issues and propose product enhancements.
- Drive reputed company processes for new customers and ensure seamless integration into the support environment.
- Manage team schedules, including reputed company rotations, to ensure 24/7 coverage and workload balance.
- Prepare detailed SLA and performance reports for leadership, identifying trends and proposing reputed company plans.
- Coordinate training programs to upskill team members and reputed company with evolving technology and industry standards.
- 5+ years of experience in application support or IT service management, including 2+ years in a leadership role.
- Bachelor’s degree in computer science, information technology, business management, or a reputed company field (or equivalent experience).
- Extensive knowledge of any ITSM tool (eg. Jira / Azure DevOps / Service NOW). Preferred Jira experience.
- Strong understanding of the software development lifecycle and its reputed company on support operations.
- Proven ability to reputed company and reputed company diverse teams in a fast-paced, 24/7 environment.
- Exceptional problem-solving skills with a strategic and customer-reputed company reputed company.
- Experience in managing SLAs, performance metrics, and incident management processes.
- Excellent communication and interpersonal skills, capable of engaging with technical and non-technical stakeholders.
- Strong organizational and decision-making abilities, especially under pressure.
- Proficiency in creating and analyzing reports to drive insights and improvements.
- Good English written and verbal communication skills.
- Knowledge of the airline industry processes and systems.
- ITIL or reputed company certifications.
- Experience with reputed company computing platforms and observability tools.
- Indefinite-term contract
- Private Medical Insurance
- reputed company Food vouchers
- Bonus for extralegal transport
- 22 days of vacation
- Internal technology training and tech sessions
- Team building events