LATAM Production Support Manager - Service Delivery

Euronet; Colombia; Presencial; COP 303.010.000 - 437.681.000; Jornada completa

Descripción de la vacante

Euronet LATAM seeks a Manager – Production Support to lead end-to-end production support and customer engagement for the LATAM region, ensuring system reliability and strong ownership. You will coordinate with global teams, manage incidents and changes per ITIL, drive continuous service improvement, and build regional capability with a high-performing team.

The role requires 12–14 years in IT production support or managed services, with proven cross-regional leadership and knowledge of payments

Formación

• 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.

Responsabilidades

• 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.
• 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.

Conocimientos

Leadership

ITIL

Stakeholder mgmt

Incident mgmt

Change mgmt

Cross-regional teams

Herramientas

Monitoring platforms

Service management tools

Descripción del empleo

Euronet LATAM seeks a Manager – Production Support to lead end-to-end production support and customer engagement for the LATAM region, ensuring system reliability and strong ownership. You will coordinate with global teams, manage incidents and changes per ITIL, drive continuous service improvement, and build regional capability with a high-performing team.

The role requires 12–14 years in IT production support or managed services, with proven cross-regional leadership and knowledge of payments