Manager Production Support – LATAM

Euronet Worldwide

Lead and manage end-to-end production support and customer engagement for the LATAM region. Drive operational excellence and establish robust support governance aligned with global standards.

Posted 7/21/2026full-timeRemote • 🇪🇨 EcuadorSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in IT/application production support, with a strong focus on ITIL processes and customer satisfaction. Capable of leading cross-regional teams and driving continuous service improvement in a global environment.

Highest-signal resume keywords

ITIL ProcessesCustomer-Facing Support OperationsProduction Support ManagementBilingual: Spanish & EnglishRoot Cause Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementProblem ManagementChange ManagementService Delivery ManagementService Performance MetricsContinuous Service ImprovementAutomation InitiativesCritical Business ApplicationsGovernance FrameworksOperational Reporting

Soft Skills

Relationship BuildingTeam LeadershipStakeholder CommunicationProactive EngagementMentoring

Industry Keywords

PaymentsTransaction Processing SystemsSLA ComplianceKPI MonitoringCross-Regional Collaboration

About the role

Key responsibilities & impact

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
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 metrics and implement corrective and preventive actions
Lead critical incident management, including escalation handling, stakeholder communication, and resolution coordination
Drive structured root cause analysis (RCA) and preventive action planning
Ensure compliance with ITIL processes including Incident, Problem, and Change-Management
Govern release readiness and support smooth transition of new functionalities into production
Establish and strengthen local support capabilities within the LATAM region
Build, mentor, and manage a high-performing regional production support team
Drive knowledge transfer, cross-training, and skill enhancement initiatives
Ensure strong regional understanding of domain, product, and customer-specific requirements
Collaborate closely with global teams (India and other regions) to ensure seamless 24x7 support coverage
Coordinate with development, infrastructure, and business teams to resolve complex issues
Provide regular service reviews, operational reports, and executive updates
Align regional support strategy with global delivery and organizational objectives
Identify opportunities for automation, process improvements, and efficiency gains
Drive initiatives to reduce incident volumes and improve system reliability
Ensure adherence to governance frameworks, audit requirements, and compliance standards
Participate in strategic planning for scaling support operations in LATAM

Requirements

What you’ll need

12–14 years of experience in IT/application production support or managed services
Proven track record in managing customer-facing support operations in a global environment
Strong expertise in ITIL processes (Incident, Problem, Change, Service Delivery Management)
Experience in leading distributed and cross-regional teams
Strong understanding of production environments and critical business applications
Domain experience in payments, or transaction processing systems is highly preferred
Language: Spanish & English (Mandatory)

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Euronet Worldwide Website LinkedIn All Job Openings 5001 - 10000 employees Founded 1994 💸 Finance 💳 Fintech 🤝 B2B 💰 $1.3G Post-IPO Debt on 2022-10 Finance
Fintech
B2B Euronet Worldwide is a leading financial technology solutions and payments provider, offering a diverse range of services that connect businesses and consumers globally. The company operates through several segments including Electronic Funds Transfer, epay, Money Transfer Solutions, and Ren Dandelion. Euronet enables fast, secure transactions across over 200 countries and territories, with services such as payment processing, ATM outsourcing, money transfers, and branded payment solutions. Their technology supports real-time, cross-border payments and serves both banked and underbanked consumers with various financial services. Euronet processed a total of 12. 4 billion transactions and handled $129 billion in total funds through its network in 2023, establishing itself as a significant player in the global financial ecosystem. Manager Production Support – LATAM 🔥 2 hours ago 🇪🇨 Ecuador – Remote ⏰ Full Time 🟠 Senior 🔴 Lead 🍿 Producer 🗣️🇪🇸 Spanish Required Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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
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 metrics and implement corrective and preventive actions
Lead critical incident management, including escalation handling, stakeholder communication, and resolution coordination
Drive structured root cause analysis (RCA) and preventive action planning
Ensure compliance with ITIL processes including Incident, Problem, and Change-Management
Govern release readiness and support smooth transition of new functionalities into production
Establish and strengthen local support capabilities within the LATAM region
Build, mentor, and manage a high-performing regional production support team
Drive knowledge transfer, cross-training, and skill enhancement initiatives
Ensure strong regional understanding of domain, product, and customer-specific requirements
Collaborate closely with global teams (India and other regions) to ensure seamless 24x7 support coverage
Coordinate with development, infrastructure, and business teams to resolve complex issues
Provide regular service reviews, operational reports, and executive updates
Align regional support strategy with global delivery and organizational objectives
Identify opportunities for automation, process improvements, and efficiency gains
Drive initiatives to reduce incident volumes and improve system reliability
Ensure adherence to governance frameworks, audit requirements, and compliance standards
Participate in strategic planning for scaling support operations in LATAM 🎯 Requirements
12–14 years of experience in IT/application production support or managed services
Proven track record in managing customer-facing support operations in a global environment
Strong expertise in ITIL processes (Incident, Problem, Change, Service Delivery Management)
Experience in leading distributed and cross-regional teams
Strong understanding of production environments and critical business applications
Domain experience in payments, or transaction processing systems is highly preferred
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