Fintech Support & NOC/SRE Manager

CBTW Americas; Bogotá; Presencial; COP 120.000.000 - 180.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive Salary

Language courses

Sodexo card

Health & Life Insurance

Global team

Continuing education

Virtual company events

Multicultural environment

Career development

Paid time off

Descripción de la vacante

CBTW Americas is seeking a dedicated Support & Operations Manager with a strong NOC and SRE mindset to guide and mentor a team of Support Analysts. This role focuses on leading technical, finance-related support in a fintech platform environment.

You will drive performance, manage day-to-day operations, and continuously improve service quality, security, and efficiency in a global, fast-paced setting.

Formación

• 3-5+ years in technical support/help desk, fintech/SaaS preferred.
• 1-2+ years in a team lead or management role.
• Excellent English communication, both written and spoken.
• Solid understanding of SLAs/KPIs and customer satisfaction metrics.
• Experience with reporting, documentation, and knowledge base creation.
• ITIL v3/v4 certification is a plus.

Responsabilidades

• Lead, mentor, and develop Level 1 Support Analysts, fostering high performance.
• Define, monitor, and report KPIs/SLAs to ensure targets are met.
• Analyze help desk metrics, identify trends, and report to IT leadership.
• Oversee knowledge base, SOPs, and technical documentation.
• Manage schedules, workflows, and ticket queues for efficiency.
• Act as escalation point for complex financial-related issues.
• Drive continuous improvement of processes and tooling.

Conocimientos

Team Leadership

English Proficiency

SLA/KPI Management

Help Desk Operations

Data Analysis

Documentation

Conflict Resolution

ITIL Certification

Educación

Bachelor's Degree in IT/Business

Herramientas

Reporting Tools

Descripción del empleo

CBTW Americas is seeking a dedicated Support & Operations Manager with a strong NOC and SRE mindset to guide and mentor a team of Support Analysts. This role focuses on leading technical, finance-related support in a fintech platform environment.

You will drive performance, manage day-to-day operations, and continuously improve service quality, security, and efficiency in a global, fast-paced setting.