Manager Production Support - LATAM

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.

Key Responsibilities

1.1.1 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

1.1.2 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 met