Stockal - IT Support Manager

Qualifications & Experience:

Leadership & Support Management:

- Proven experience in leading IT support, operations, or application maintenance teams (preferably 3050+ people).

- Manage L1/L2/L3 support functions, ensuring timely resolution of incidents, service requests, and escalations.

- Experience in talent development, retention, and building high-performing support teams.

- Set up offshore support environments, define team structure, and optimize workflows for efficiency.

- Implementing ITIL processes, operational SLAs/OLAs, and service governance frameworks.

Operational Excellence & Process Management:

- Hands-on experience in IT operations, system monitoring, and maintaining high availability of critical systems.

- Deep understanding of SDLC, DevOps practices, and how development teams interact with support functions.

- Ability to optimize support processes, define SOPs, improve response times, and establish performance metrics.

- Experience coordinating change management, release management, and incident management processes.

Technology & Infrastructure Knowledge:

- Working knowledge of enterprise IT ecosystems including:

- C#, . NET, Java-based applications

- Cloud environments, virtual servers, and hybrid infrastructure

- Networking and security fundamentals

- Monitoring tools, logging frameworks, and ticketing systems

- Understanding of microservices, CI/CD, and modern architecture patterns from a support and maintenance standpoint.

Stakeholder Management & Communication:

- Strong interpersonal and communication skills to collaborate with main office IT leadership and business stakeholders.

- Ability to manage expectations, provide structured updates, and ensure proactive communication on issues or progress.

- Comfortable working with distributed teams across multiple time zones.

Analytical & Problem-Solving Skills:

- Strong analytical abilities to handle operational challenges and recurring issues.

- Capability to perform root-cause analysis (RCA) and implement long-term corrective actions.

- Experience tracking support metrics and driving continuous improvement initiatives