Senior Manager - Product Support

Amadeus
Bengaluru
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 7+ yearsSkills: ["Leadership","Coaching","Communication","Problem-solving","Reporting"]

Oversee end-to-end delivery of IT support operations, ensuring consistent quality of service. Lead and monitor an L2 support team across SLAs, backlog, and productivity, serving as the primary point of contact for complex escalations and coordinating with L3 during critical incidents. Track performance metrics, drive continuous improvements, and support onboarding, training, and procedural documentation to maintain compliance and accuracy.

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FursaFursa
Amadeus
Amadeus
15 hours ago

Senior Manager - Product Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Oversee end-to-end delivery of IT support operations, ensuring consistent quality of service. Lead and monitor an L2 support team across SLAs, backlog, and productivity, serving as the primary point of contact for complex escalations and coordinating with L3 during critical incidents. Track performance metrics, drive continuous improvements, and support onboarding, training, and procedural documentation to maintain compliance and accuracy.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Oversee smooth delivery of IT support operations to ensure consistent quality and service.
  • •Monitor L2 team performance, including SLAs, backlog, productivity, and transparency.
  • •Resolve complex L2 issues and coordinate with L3 teams during high-priority incidents.
  • •Collaborate with stakeholders to align processes and support issue resolution.
  • •Track and communicate performance metrics, support continuous improvements, and maintain procedural documentation.

Key Requirements

  • •Proven experience in IT support operations or service delivery management (typically 7+ years or equivalent).
  • •Familiarity with ITIL principles and service management practices or equivalent practical knowledge.
  • •Strong ability to lead teams, coach individuals, and foster an inclusive, collaborative environment.
  • •Experience coordinating escalations, managing performance, and supporting cross-functional workflows.
  • •Basic understanding of APIs, infrastructure, and security concepts to route/escalate issues appropriately.
Experience:7+ yearsIT supportService deliveryIncident management
Skills:LeadershipCoachingCommunicationProblem-solvingReporting
Tech Stack:ITILAPIs

Company Brief

Amadeus
Provides technology solutions for the global travel industry, including reservation systems, distribution, airline IT, hospitality, and data-driven services to travel providers, agencies, and OTAs to manage bookings and operations.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Madrid, Spain
Founded: 1987
WebsiteLinkedIn