Manager Production Support - LATAM

Euronet WorldwideEcuador only

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Position: Manager – Production Support
Location: Latam region
Positions: 1
Experience: 12-14 Years of relevant experience working in the skillset

Role Objective:

To lead and manage end-to-end production support and customer engagement for the LATAM region, ensuring high service reliability, strong ownership, and superior customer experience. The role focuses on driving operational excellence, strengthening regional capabilities, and establishing robust support governance aligned with global standards.

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Manager Production Support - LATAM at Euronet Worldwide · web2ua

1.1 Customer Engagement & Ownership
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
1.2 Service Delivery & Operations Management
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
1.3 Incident, Problem & Change Management
Lead critical incident management, including escalation handling, stakeholder communication, and resolution coordination
Drive structured root cause analysis (RCA) and preventive action planning
Ensure compliance with ITIL processes including Incident, Problem, and Change-Management
Govern release readiness and support smooth transition of new functionalities into production
1.4 Regional Capability Building
Establish and strengthen local support capabilities within the LATAM region
Build, mentor, and manage a high-performing regional production support team
Drive knowledge transfer, cross-training, and skill enhancement initiatives
Ensure strong regional understanding of domain, product, and customer-specific requirements
1.5 Stakeholder & Global Coordination
Collaborate closely with global teams (India and other regions) to ensure seamless 24x7 support coverage
Coordinate with development, infrastructure, and business teams to resolve complex issues
Provide regular service reviews, operational reports, and executive updates
Align regional support strategy with global delivery and organizational objectives
1.6 Continuous Improvement & Governance
Identify opportunities for automation, process improvements, and efficiency gains
Drive initiatives to reduce incident volumes and improve system reliability
Ensure adherence to governance frameworks, audit requirements, and compliance standards
Participate in strategic planning for scaling support operations in LATAM

Manager Production Support - LATAM

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Role Objective:

Manager Production Support - LATAM

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Role Objective:

Key Responsibilities

Requirements

Qualifications & Experience

Key Skills & Competencies

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