CX & Support Manager

Role Overview

• Manages the Customer Experience program for the company based on industry best practices and international methodologies (ITIL®).
• Operations Management: Participates in the design and definition of the scope of operational processes that ensure service continuity.
• Business Continuity: Manage follow-up actions, ensuring that the service is aligned with the company's strategic direction.
• Processes and Best Practices: Ensure incidents are managed and resolved as they occur, whether reported by customers or created internally, within agreed service levels.
• Ensure that IT infrastructure and practices comply with company and industry standards and regulations.
• Foster innovation and develop strategies and plans for continuous evolution and improvement of processes and technologies.
• Service Level Agreement (SLA): Ensure service requests are managed in accordance with contractual terms, conditions, and scope.
• Definition of Key Process Indicators (KPIs): Manage and develop key business indicators, contributing to decision-making at the operational and executive levels.
• Responsible for Service Quality: Monitor team performance, identifying potential areas where efficiency, knowledge, and productivity can be improved.
• People Management: Lead the technical and functional teams under your responsibility. Ensure motivation, provide coaching and mentoring, contribute to career development, and assess overall development.
• Assign and monitor team responsibilities, taking into account each person's capabilities and potential.
• Responsible for outcomes for the client and the company, managing resources, people, operational and project costs, taking into account the organization's financial situation.
• Work on continuous improvement of processes, methodologies, technologies, and tools used.
• Monitor the area's expenditures and costs, taking timely actions in response to budget deviations.
• Create opportunities for knowledge exchange and best practices within the team.
• Propose growth opportunities for team members, considering their potential and suitability for other roles in line with corporate objectives and strategy.
• Facilitate change processes, communicating benefits to the team and working with people to define actions to mitigate and overcome obstacles.

Requirements

• Bachelor's degree in Systems and Computer Engineering, Computer Science, or a related field, with additional training relevant to the role.
• Postgraduate degree or MBA preferred.
• More than 9 years of experience in the role.
• Team management experience.
• Experience leading IT support projects and teams.
• Experience meeting SLAs and support metrics.
• Experience managing system support teams for Linux and Windows environments.

Tech Stack

• Linux

Benefits

• 🌱 Integral Well-being: Your well-being matters. We take care of you and your loved ones with comprehensive health plans, because a healthy team is a team that transforms.
• 🚀 Development and Growth: Your career doesn't stop. At Topaz, #Evolution is constant. Through training programs and daily challenges, we give you the tools to unlock your full potential.
• ⚖️ Flexibility and Work–Life Balance: We believe in balance. Enjoy the flexibility you need to perform at your best with our hybrid working model and a day off on your birthday to celebrate as you deserve.