Euronet Worldwide

Global electronic payments and remittance processor

Manager Production Support

IT OperationsConfirmed live in the last 24 hours

Full-timeRemote in Ecuador$3k - $5k

About the Job

Requirements

12–14 years of experience in IT/application production support or managed services.
A proven track record managing customer-facing support operations in a global environment.
Strong expertise in Information Technology Infrastructure Library (ITIL) processes, including Incident, Problem, Change, and Service Delivery Management.
Experience leading distributed and cross-regional teams.
Strong understanding of production environments and critical business applications.
Strong leadership and team management capabilities.
Excellent stakeholder management and communication skills.
A high sense of ownership and accountability.
Problem-solving abilities with analytical and decision-making skills.
Ability to manage high-pressure situations and critical escalations.
Proficiency in service management tools and monitoring platforms.
Mandatory proficiency in Spanish and English.

Responsibilities

Own end-to-end production support delivery for assigned LATAM customers.
Act as the primary point of contact for customer communications, escalations, and governance forums.
Build trusted relationships with key customer stakeholders and drive proactive engagement.
Ensure customer satisfaction through responsiveness, transparency, and accountability.
Lead and manage day-to-day production support operations to ensure system stability and availability.
Ensure adherence to service-level agreements (SLAs) and key performance indicators (KPIs), with a 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 with global teams, including 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.

Desired Qualifications

Domain experience in payments or transaction processing systems is highly preferred.

Manager Production Support - LATAM

Euronet Worldwide, Inc. · Ecuador (Remote) · Full-time · Posted 2026-07-21

Salary: USD 3,000–5,000

Workplace: remote

Department: Integration

Description

Position: Manager – Production Support

Location: Latam region

Positions: 1

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 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

1.1.2 Service Delivery & Operations Management

•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

1.1.3 Incident, Problem & Change Management

•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

1.1.4 Regional Capability Building

•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

1.1.5 Stakeholder & Global Coordination

•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

1.1.6 Continuous Improvement & Governance

•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

Qualifications & Experience

•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

Key Skills & Competencies

•Strong leadership and team management capabilities

•Excellent stakeholder management and communication skills

•High sense of ownership and accountability

•Problem-solving mindset with analytical and decision-making abilities

•Ability to manage high-pressure situations and critical escalations

•Proficiency in service management tools and monitoring platforms

Language: Spanish & English (Mandatory)

Reference: Euronet | epay | Ria Money | Ren

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About the Company

Euronet Worldwide

Global electronic payments and remittance processor

Euronet Worldwide provides electronic payment and transaction processing services for banks, retailers, and consumers. It operates three segments: EFT Processing (ATM/POS services, card outsourcing, and related software), epay (prepaid products and distribution of mobile top-ups and digital gift cards), and Money Transfer (Ria and Xe remittance services across about 200 countries). It leverages a network of 50,000+ ATMs and hundreds of thousands of POS terminals and uses acquisitions to broaden capabilities, supported by its REN cloud-native payments platform for secure digital transactions. Its goal is to grow its global payments ecosystem by expanding its network and service offerings while delivering reliable, scalable processing for financial institutions, merchants, and consumers.

Company size: 1,001-5,000
Company stage: IPO
Headquarters: Leawood, KS
Founded: 1994

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