About the role
Job Title
Senior Manager - Product Support In this role, you'll
Oversee smooth delivery of IT support operations to ensure consistent quality and service.
Monitor Level 2 (L2) team performance, including service level agreements (SLAs), backlog, and productivity, while maintaining transparency.
Serve as the primary point of contact for resolving complex L2 issues and coordinating with Level 3 (L3) teams during high-priority incidents.
Collaborate with stakeholders to align processes and support issue resolution.
Track and communicate performance metrics to identify trends and inform continuous improvements.
Support onboarding, training, and skill development initiatives for new and existing team members.
Promote adherence to operational processes and compliance by fostering understanding and accountability.
Maintain and update procedural documentation to ensure accuracy and accessibility.
Your Profile
Proven experience in IT support operations or service delivery management (typically 7+ years or equivalent skill set).
Familiarity with ITIL principles and service management practices or equivalent practical knowledge.
Strong ability to lead teams, coach individuals, and create an inclusive, collaborative environment.
Skilled in coordinating escalations, managing performance, and supporting cross-functional workflows.
Basic understanding of APIs, infrastructure, security concepts, and ability to route/escalate issues appropriately.
Strong communication, problem-solving, and reporting skills.
Core Skills
Collaboration and leadership across diverse teams.
Incident and escalation management.
Performance monitoring and trend analysis.
Continuous improvement mindset.
What we can offer you
🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and fami…
