Manager – Operations (Support)

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The Manager – Operations (Support) is the primary point of contact for all regional support activities, ensuring effective handling, prioritization, and resolution of incidents. This role works in close collaboration with the Incident Manager to maintain high service quality, enforce prioritization standards, and ensure adherence to SLAs.

The position acts as the bridge between business stakeholders and IT support teams, driving operational excellence and continuous improvement in service delivery.

Key Responsibilities:

1. Regional Support Ownership

• Act as the single point of contact for all support-related matters within the assigned region

• Coordinate and oversee end-to-end ticket lifecycle from creation to resolution

• Ensure effective communication and coordination between business users and support team

2. Incident Management & Prioritization

• Work closely with the Incident Manager to ensure correct ticket categorization and prioritization based on business impact

• Monitor ticket queues and ensure adherence to defined priority standards (P1–P4)

• Drive resolution of critical incidents (P1/P2) by coordinating with relevant teams

• Ensure timely escalation of complex issues and major incidents

3. Stakeholder Management

• Build strong relationships with regional business stakeholders

• Serve as the key interface between business users and IT Support teams

• Provide regular updates on incident status, outages, and resolution progress

• Manage stakeholder expectations and ensure high customer satisfaction

4. Service Delivery & SLA Compliance

• Ensure tickets are handled within agreed SLAs and KPIs

• Track response and resolution times and address any deviations

• Maintain high standards of ticket quality, documentation, and communication

5. Problem Management & Continuous Improvement

• Identify recurring issues and work with the Incident Manager to drive root cause analysis (RCA)

• Implement preventive measures to reduce incident volume

• Continuously improve support processes, prioritization accuracy, and workflows

6. Governance & Process Enforcement

• Ensure adherence to incident management processes and best practices (ITIL)

• Promote proper ticket submission standards (business impact, required details, etc.)

• Drive standardization across regions in ticket handling and prioritization

7. Coordination with Project & Development Teams

• Identify and escalate issues requiring development effort

• Collaborate with project teams for defect fixes and enhancements

• Ensure smooth handover of changes/releases into support operations

8. Team Leadership & Coordination

• Guide and support L1/L2 teams in issue resolution and prioritization

• Ensure knowledge sharing and capability building within the team

• Foster a culture of accountability, responsiveness, and service excellence

Key Requirements:

• Strong understanding of Incident Management and ITIL frameworks

• Excellent stakeholder communication and relationship management

• Ability to manage high-pressure situations and critical incidents

• Strong analytical and problem-solving skills

• Experience in service delivery and operations management

• Proficiency with ticketing tools (e.g., JIRA, ServiceNow)

Qualifications & Experience:

• Bachelor’s degree in IT, Business, or a related field

• 5–8+ years of experience in IT support or operations

• Experience in incident management or service delivery roles

• Prior leadership or coordination experience is preferred

Technical skills:

• Knowledge of working with different Cloud technologies such as Azure, Databricks,…

• Knowledge of creating and maintaining ETL tools: SSIS, Synapse data pipelines,…

• Strong knowledge in TSQL and managing relational data

• Knowledge of creating and maintaining Power BI Reports and datasets

• Knowledge working with git hub repos

• Familiarity with supporting data engineering and Power BI applications in a high-availability and high-performance environment

• Knowledgeable in Python, PySpark, …

PUMA provides equal opportunities for all job applicants, regardless of race, color, religion, national origin, sex,

gender identity or expression, sexual orientation, age, or disability. Equality for all is one of the core principles at

PUMA and we do not tolerate any form of harassment or discrimination.

At PUMA, every application is reviewed by real people who are committed to fairness, transparency, and equal

opportunity - no matter your background, identity, or experience.To ensure our process stays true to these values, no automated systems or AI tools are used to make hiring decisions. Every decision is made by real people -with real judgment and accountability. We may use functions supported by Artificial Intelligence (AI) to carry out isolated organizational steps, such as scheduling interviews. These functions have no influence on decisions in the application process. We believe in creating spaces where everyone is welcome, celebrated, and empowered to contribute authentically. Because at PUMA, whoever wants to play, can play.

PUMA is a global sports brand creating footwear, apparel, and accessories that inspire athletes and everyday movers. The PUMA Group owns PUMA, Cobra Golf, and stichd, operates in 120+ countries, and has around 22,000

employees worldwide.