Manager, Digital Tech Support

Job Summary

This position is responsible for leading the end-to-end support model for Digital channels, including web and mobile applications across multiple brands. This role owns day-to-day production operations, incident response, problem management, change and release governance, service reliability, and continuous operational improvement across a complex multi-brand environment.

This leader serves as the highest point of escalation for critical production issues and must be comfortable operating in a fast-paced, 24x7 support environment with on-call responsibilities. The role oversees both offshore and local teams across L1, L2, and L3 support functions, while working closely with Infrastructure, SRE, Security, Development, and third-party vendors to ensure service stability, resiliency, and rapid resolution of issues.

The ideal candidate will also bring deep experience with ITSM tools and service management platforms in order to drive process discipline, reporting, governance, and operational excellence across the support organization.

Essential Functions

• Lead day-to-day Support operations for customer-facing web and mobile applications across multiple brands.
• Own the end-to-end production support model, ensuring strong operational performance, service stability, and timely issue resolution.
• Lead a 24x7 support operating model, including on-call expectations, escalation processes, coverage structure, and operational readiness.
• Serve as the highest point of escalation for major incidents, including customer-facing outages, security events, infrastructure issues, and vendor-related service disruptions.
• Lead incident response and management processes, mobilizing cross-functional teams to restore service as quickly as possible and minimize business impact.
• Own and mature ITIL-based practices, including Incident Management, Problem Management, Change Management, Release Management, Root Cause Analysis, and blameless post-mortems.
• Manage stakeholder communications during major incidents, ensuring timely, clear, and appropriate updates to leadership and business partners.
• Build formal stakeholder governance through recurring service reviews, operational reviews, KPI reporting, and continuous improvement discussions with business and technology partners.
• Lead and develop local and offshore support teams across L1, L2, and L3 functions, including performance management, coaching, mentoring, succession planning, and talent development.
• Partner with Infrastructure, SRE, Security, Development teams, and third-party providers to troubleshoot and resolve production issues.
• Drive observability and operational monitoring practices to improve detection, triage, root cause identification, and service reliability.
• Track, report, and improve operational KPIs, SLAs, SLOs, incident trends, service performance, and deployment risk indicators.
• Identify manual operational tasks and partner with engineering teams to prioritize automation and improve operational efficiency.
• Ensure application resiliency and contribute recommendations for high availability, disaster recovery readiness, and operational risk reduction.
• Build and maintain strong relationships with third-party technology vendors and support partners.
• Provide leadership and guidance on the effective use of ITSM platforms and support processes across the organization.
  
  

Education

• Bachelor's Degree in Information Technology, or Related Field, Required.
  
  

Work Experience

• 5 years of experience in production support, technology operations, IT operations, or IT service management roles.
• 5 years of leadership experience managing support or operations teams, including offshore resources.
• Proven experience leading a 24x7 production support model, including on-call rotations, escalation management, and operational coverage planning.
• Proven experience serving as the escalation point for critical production incidents.
• Strong experience with Incident Management, Problem Management, Change Management, Release Management, Root Cause Analysis, and post-incident review processes.
• Strong understanding of ITIL best practices and service management principles.
• Experience leading major incident response and coordinating cross-functional technical and business teams.
• Experience managing support for customer-facing digital platforms, including web and mobile applications.
• Experience developing high-performing teams through coaching, mentoring, performance management, and talent development.
• Experience establishing formal stakeholder governance, including service reviews, KPI reviews, and operational performance discussions with business and technology leaders.
• Experience defining, tracking, and reporting operational KPIs, SLAs, SLOs, incident trends, and service performance metrics.
• Experience with observability and monitoring tools such as Splunk, Azure Monitor, Application Insights, Dynatrace, or similar platforms.
• Experience working with third-party service providers and technology vendors during incident response and ongoing service delivery.
• Deep experience with ITSM and service management tools, such as Jira Service Management, ServiceNow, BMC, or similar platforms, with the ability to use these tools to drive operational governance, reporting, workflow discipline, and service improvement.
• Experience in multi-brand, multi-channel, or franchise-driven business environments, Preferred.
• Experience leading enterprise support functions across both internal teams and external vendor partners, Preferred.
• Experience improving support maturity, governance, and service performance in complex organizations, Preferred.
  
  

Skills

• Understanding of CI/CD pipelines, production deployment processes, release risk management, and operational readiness.
• Strong written and verbal communication skills, including executive-level communication during major incidents.
• Familiarity with SRE principles, service reliability practices, and operational automation, Preferred.
  
  

CertificationsTravel Requirement