Production Support Manager -LATAM

About UsEuronet Worldwide is a NASDAQ listed transactions and payments processing major with strong presence in North America,Europe, Middle East, India and the Asia-Pacific regions. Starting in Central Europe in 1994 and growing to a global real-time digital and cash payments network with millions of touchpoints today. We are one of the world’s foremost providers of electronic payment and transaction processing solutions for financial institutions, retailers, service providers and individual consumers through three primary business segments — Electronic Financial Transactions, Prepaid and Money Transfer.Euronet Inc. headquartered in Kansas, USA, is a leading global electronic payments provider and distributor, that provides convenient and safe financial transaction services to consumers and businesses worldwide, with products and services in more than 200 countries and territories provided through its own brand and branded business segments, Euronet and its financial technologies and networks make participation in the global economy easier, faster and more secure for everyone.Euronet has built a unique network of networks that creates a powerful presence at every level of the global payments value chain.
Position: Manager – Production Support Location: Latam region (Ecuador / Colombia)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 customersAct as the primary point of contact for all customer communications, escalations, and governance forumsBuild trusted relationships with key customer stakeholders and drive proactive engagementEnsure high levels of customer satisfaction through responsiveness, transparency, and accountability1.1.2 Service Delivery & Operations Management Lead and manage day-to-day production support operations, ensuring system stability and availabilityEnsure strict adherence to SLAs and KPIs, with a strong focus on continuous service improvementDrive timely resolution of incidents, problems, and service requests with minimal business impactMonitor service performance metrics and implement corrective and preventive actions1.1.3 Incident, Problem & Change Management Lead critical incident management, including escalation handling, stakeholder communication, and resolution coordinationDrive structured root cause analysis (RCA) and preventive action planningEnsure compliance with ITIL processes including Incident, Problem, and Change-ManagementGovern release readiness and support smooth transition of new functionalities into production1.1.4 Regional Capability Building Establish and strengthen local support capabilities within the LATAM regionBuild, mentor, and manage a high-performing regional production support teamDrive knowledge transfer, cross-training, and skill enhancement initiativesEnsure strong regional understanding of domain, product, and customer-specific requirements1.1.5 Stakeholder & Global Coordination Collaborate closely with global teams (India and other regions) to ensure seamless 24x7 support coverageCoordinate with development, infrastructure, and business teams to resolve complex issuesProvide regular service reviews, operational reports, and executive updatesAlign regional support strategy with global delivery and organizational objectives1.1.6 Continuous Improvement & Governance Identify opportunities for automation, process improvements, and efficiency gainsDrive initiatives to reduce incident volumes and improve system reliabilityEnsure adherence to governance frameworks, audit requirements, and compliance standardsParticipate in strategic planning for scaling support operations in LATAM
Qualifications & Experience 12–14 years of experience in IT/application production support or managed servicesProven track record in managing customer-facing support operations in a global environmentStrong expertise in ITIL processes (Incident, Problem, Change, Service Delivery Management)Experience in leading distributed and cross-regional teamsStrong understanding of production environments and critical business applicationsDomain experience in payments, or transaction processing systems is highly preferred
Key Skills & Competencies Strong leadership and team management capabilitiesExcellent stakeholder management and communication skillsHigh sense of ownership and accountabilityProblem-solving mindset with analytical and decision-making abilitiesAbility to manage high-pressure situations and critical escalationsProficiency in service management tools and monitoring platforms
Language: Spanish & English (Mandatory)Reference: Euronet | epay | Ria Money | Ren