Enterprise Support Manager
The role of Enterprise Support Manager is to oversee the delivery of high-quality support services to customers across multiple time zones. This involves managing on-call schedules, incident processes, and service level agreements (SLAs) to ensure seamless operations.
Key Responsibilities
Design and implement effective on-call schedules to ensure 24/7 coverage
Manage incident processes to minimize downtime and maximize customer satisfaction
Develop and maintain SLAs to meet customer expectations
Collaborate with cross-functional teams to resolve complex technical issues
Train and enable first-line/SRE teams to handle routine incidents
Requirements
5+ years of experience in a Service Delivery, Managed Services, IT Operations, or Enterprise Support role
Experience with 24/7 operations, including on-call or follow-the-sun setups
Hands-on experience with incident management and ITSM practices
A track record of creating or improving SOPs/runbooks and training teams
Strong communication skills, both written and spoken
Nice to Have
Background in data, analytics, or streaming platforms
Experience working in small, fast-moving, remote teams
What We Offer
Remote-first work environment
Flexible contract structure options
Opportunity to work with a world-class expert team