We believe in a world where travel companies can innovate freely, growing and accelerating their business, while delivering the experience travelers want and the change the industry needs.
FLYR is a technology company that unlocks freedom to innovate for the travel industry – eliminating legacy constraints to enable real-time decision making and create the experiences travelers seek. With FLYR, businesses are able to quickly unlock modern retailing capabilities, improve revenue performance and modernize the e-commerce experience.
As a Product Support Manager in the IT airline industry, you will oversee the entire L1/L2 support team, ensuring seamless operations, exceptional customer satisfaction, and adherence to SLAs. This role requires a combination of technical expertise, strategic leadership, and strong communication skills to lead a team that supports mission-critical airline applications. You will drive process improvements, mentor team leaders and specialists, and act as a key point of contact for internal and external stakeholders. If you are passionate about operational excellence, team development, and delivering high-quality support services, this position offers an impactful and rewarding opportunity.
Please note that we require advanced English level for this position. This is a remote opportunity with 10am-6pm (GMT-5) working hours.
- 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.
- 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.
- Knowledge of the airline industry processes and systems.
- ITIL or related certifications.
- Experience with cloud computing platforms and observability tools.
- 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
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