Manager Ii, It Engineering (Operations & Support)

Flywire; Lugo; Presencial; EUR 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

ESPP

Wellbeing programs

WFH stipend

Digital Disconnect Days

Stock purchase plan

Descripción de la vacante

Flywire is seeking a Manager II, IT Engineering (Operations & Support) to lead global IT Support and Operations, focusing on automation, AIOps, and SaaS governance from Lugo, Spain. You will drive governance, compliance, and efficiency across international teams while partnering with CPE/Cloud disciplines to move platforms to code.

The role requires 10+ years in IT with management experience, strong English, and a track record in SaaS ecosystems.

Formación

• Bachelor’s degree in IT, Computer Science, or equivalent experience with 10+ years in IT, including 4+ years in a formal management role leading international, remote-first technical or support teams.
• SaaS Mastery: Proven track record managing global SaaS ecosystems (Okta, Google Workspace, Slack, Atlassian).
• Identity & Governance: Deep understanding of IAM/RBAC logic, distributed IT infrastructures, and User Access Reviews (UAR) / SOC2 compliance.
• Languages: Full professional proficiency in English.

Responsabilidades

• Global Support & Operations Leadership: Oversee 3 Regional IT Support Leads (AMERICAS, EMEA, APAC) and a global team of IT Operations Engineers.
• AI Innovation & Self-Service: Lead research and implementation of AI/AIOps tools to build self-service options and reduce escalation volume.
• SaaS-as-Code Ownership: Transition core platforms into a Terraform-managed environment and manage systems through code rather than manual consoles.
• Operational Excellence: Apply Lean IT principles to analyze support data and ticketing trends, documenting scalable processes prior to automation.
• Capacity & Project Management: Balance bandwidth across Tier 3 operations, end-user support, and strategic projects (incl. M&A integrations).
• Governance & Compliance: Own Access Recertification, User Access Reviews (UAR), and IT audit controls (SOC2), driving automation to reduce friction.

Conocimientos

SaaS Management

Global team leadership

IAM/RBAC

English proficiency

Educación

Bachelor’s degree in IT/CS

Herramientas

Okta

Google Workspace

Slack

Atlassian

Descripción del empleo

Manager II, IT Engineering (Operations & Support) Flywire•Lugo, ES

Company DescriptionAre you ready to trade your job for a journey? Become a FlyMate!Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we’re on a mission to deliver the world’s most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world.What more do we need to truly be unstoppable? Perhaps, that is you!Who we are:Flywire is a global payments enablement and software company, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology.Today, we’ve digitized payments for more than 3,300+ global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we’re just getting started!With over 1000+ global FlyMates, representing more than 40 nationalities, and in 14 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

Key Responsibilities

• Global Support & Operations Leadership: Oversee 3 Regional IT Support Leads (AMERICAS, EMEA, APAC) and a global team of IT Operations Engineers. Establish global SLAs, monitor service delivery metrics, and ensure a seamless experience for all FlyMates.
• AI Innovation & Self-Service: Shift team focus from ticket resolution to system evolution. Lead the research and implementation of AI/AIOps tools to build self-service options and reduce escalation volume.
• SaaS-as-Code Ownership: Partner with internal CPE/Cloud teams to transition core platforms into a Terraform-managed environment. Lead IT Ops in managing systems through code rather than manual consoles.
• Operational Excellence: Apply Lean IT principles to analyze support data and ticketing trends, streamlining and documenting scalable processes prior to automation.
• Capacity & Project Management: Utilize Agile/Kanban to balance bandwidth across Tier 3 operations, end-user support, and strategic projects (including M&A integrations and tool consolidations).
• Governance & Compliance: Own Access Recertification, User Access Reviews (UAR), and IT audit controls (including SOC2), driving automation to make compliance frictionless.

Qualifications

• Basic Qualifications: Degree & Experience: Bachelor’s degree in IT, Computer Science, or equivalent experience with 10+ years in IT, including 4+ years in a formal management role leading international, remote-first technical or support teams.
• SaaS Mastery: Proven track record managing global SaaS ecosystems (Okta, Google Workspace, Slack, Atlassian).
• Identity & Governance: Deep understanding of IAM/RBAC logic, distributed IT infrastructures, and User Access Reviews (UAR) / SOC2 compliance.
• Languages: Full professional proficiency in English.

Preferred Qualifications

• Experience in FinTech, global payments, or publicly traded technology environments.
• Exposure to Terraform or infrastructure-as-code (IaC) applied to SaaS management.
• Experience implementing AI/ML-powered IT operations (AIOps).
• Lean IT, Six Sigma, or ITIL certifications focused on continuous process improvement.

We Offer

• Employee Stock Purchase Plan (ESPP)
• Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media
• Dynamic & Global Team (we have been collaborating virtually for years!)
• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates
• Be a meaningful part in our success - every FlyMate makes an impact
• Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!
• Work From Home Stipend
• Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)

Flywire is an equal opportunity employer. With over 30 nationalities across 12 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire.

Flywire is an equal opportunity employer.

SummaryType: Full-timeFunction: Information TechnologyExperience level: Mid-Senior LevelIndustry: Financial Services

Manager II, IT Engineering (Operations & Support) • Lugo, ES