Manager, Product Support

Summary

Join FLYR as a Product Support Manager and lead a high-performing L1/L2 support team, ensuring seamless operations and exceptional customer satisfaction within the airline IT industry. You will mentor team leaders and specialists, drive process improvements, and serve as a key point of contact for internal and external stakeholders. This remote role demands technical expertise, strategic leadership, and strong communication skills. The position offers an impactful and rewarding opportunity to contribute to operational excellence and team development. Working hours are 10am-6pm (GMT-5). Advanced English proficiency is required.

Requirements

• 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 related 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 impact on support operations
• Proven ability to lead and develop diverse teams in a fast-paced, 24/7 environment
• Exceptional problem-solving skills with a strategic and customer-focused mindset
• 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

Responsibilities

• Lead, mentor, and develop a team of Team Leaders and Application Support Specialists to ensure a high-performing and motivated support organization
• Conduct regular performance reviews and provide constructive feedback to drive individual and team growth
• Foster a collaborative and inclusive team culture, emphasizing continuous learning and improvement
• Managing and driving High/Critical severity incidents with L1/L2 and Engineering teams
• Oversee the day-to-day operations of the support team, ensuring timely resolution of incidents and compliance with SLAs
• Monitor and analyze team performance metrics to identify areas for improvement and implement effective solutions
• Develop and maintain processes for incident management, escalation, and knowledge sharing
• Serve as the primary point of contact for major customer accounts, ensuring high levels of satisfaction and alignment with customer expectations
• Collaborate with Account Managers to manage customer communications and incident reporting
• Lead post-incident reviews and present findings to customers and leadership, ensuring transparency and accountability
• Develop 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 onboarding processes for new customers and ensure seamless integration into the support environment
• Manage team schedules, including PagerDuty rotations, to ensure 24/7 coverage and workload balance
• Prepare detailed SLA and performance reports for leadership, identifying trends and proposing action plans
• Coordinate training programs to upskill team members and align with evolving technology and industry standards

Preferred Qualifications

• Knowledge of the airline industry processes and systems
• ITIL or related certifications
• Experience with cloud computing platforms and observability tools

Benefits

• Indefinite-term contract
• Private Medical Insurance
• Sodexo Food vouchers
• Bonus for extralegal transport
• 22 days of vacation
• Internal technology training and tech sessions
• Team building events