Manager Production Support - LATAM

Position: Manager – Production Support

Location: Latam region

Positions: 1

Experience: 12-14 Years of relevant experience working in the skillset

Role Objective:

To lead and manage end-to-end production support and customer engagement for the LATAM region, ensuring high service reliability, strong ownership, and superior customer experience. The role focuses on driving operational excellence, strengthening regional capabilities, and establishing robust support governance aligned with global standards.

Key Responsibilities

1.1.1 Customer Engagement & Ownership

Own end-to-end production support delivery for assigned LATAM customers

Act as the primary point of contact for all customer communications, escalations, and governance forums

Build trusted relationships with key customer stakeholders and drive proactive engagement

Ensure high levels of customer satisfaction through responsiveness, transparency, and accountability

1.1.2 Service Delivery & Operations Management

Lead and manage day-to-day production support operations, ensuring system stability and availability

Ensure strict adherence to SLAs and KPIs, with a strong focus on continuous service improvement

Drive timely resolution of incidents, problems, and service requests with minimal business impact

Monitor service performance metrics and implement corrective and preventive actions

1.1.3 Incident, Problem & Change Management

Lead critical incident management, including escalation handling, stakeholder communication, and resolution coordination

Drive structured root cause analysis (RCA) and preventive action planning

Ensure compliance with ITIL processes including Incident, Problem, and Change-Management

Govern release readiness and support smooth transition of new functionalities into production

1.1.4 Regional Capability Building

Establish and strengthen local support capabilities within the LATAM region

Build, mentor, and manage a high-performing regional production support team

Drive knowledge transfer, cross-training, and skill enhancement initiatives

Ensure strong regional understanding of domain, product, and customer-specific requirements

1.1.5 Stakeholder & Global Coordination

Collaborate closely with global teams (India and other regions) to ensure seamless 24x7 support coverage

Coordinate with development, infrastructure, and business teams to resolve complex issues

Provide regular service reviews, operational reports, and executive updates

Align regional support strategy with global delivery and organizational objectives

1.1.6 Continuous Improvement & Governance

Identify opportunities for automation, process improvements, and efficiency gains

Drive initiatives to reduce incident volumes and improve system reliability

Ensure adherence to governance frameworks, audit requirements, and compliance standards

Participate in strategic planning for scaling support operations in LATAM

Requirements

Qualifications & Experience

12–14 years of experience in IT/application production support or managed services

Proven track record in managing customer-facing support operations in a global environment

Strong expertise in ITIL processes (Incident, Problem, Change, Service Delivery Management)

Experience in 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

Key Skills & Competencies

Strong leadership and team management capabilities

Excellent stakeholder management and communication skills

High sense of ownership and accountability

Problem-solving mindset with analytical and decision-making abilities

Ability to manage high-pressure situations and critical escalations

Proficiency in service management tools and monitoring platforms

Language: Spanish & English (Mandatory)

Reference: Euronet | epay | Ria Money | Ren

Originally posted on Himalayas