Responsibilities
- Lead and develop a high-performing team of support professionals, including managers, analysts, and engineers
- Design and implement a support strategy that aligns with organizational and IT objectives
- Define key performance indicators, service level agreements, and operational metrics to assess service quality
- Foster a culture focused on accountability, ongoing improvement, and customer satisfaction
- Oversee daily operations for enterprise applications to ensure consistent availability and performance
- Manage incident, problem, and change management processes according to IT service best practices
- Ensure prompt resolution of production issues, including escalation handling and root cause investigation
- Deploy proactive monitoring and alerting systems to reduce system downtime
- Act as the primary point of contact for critical application incidents
- Collaborate with business units, product teams, and IT departments to prioritize support needs and system improvements
- Provide clear and timely updates to executive stakeholders on system performance and risks
- Analyze incident trends and implement long-term fixes to prevent recurrence
- Lead automation projects to increase efficiency and reduce manual intervention
- Assess and deploy tools and technologies that strengthen support capabilities
- Ensure compliance with security policies, regulatory standards, and legal requirements
- Maintain accurate documentation of support processes, systems, and procedures
- Manage relationships with external vendors and third-party support providers
Work Arrangement
On-site — Bogota, Colombia
