Operational Support Manager

About the role

We are looking for an ambitious Operational Support Manager to join our Tech & Data team in Athens. You will ensure that our services run smoothly, meet agreed SLAs, and continuously improve operational processes.

Key responsibilities

• Monitor and enforce compliance with SLAs and KPIs across multiple support projects.
• Manage incidents, service requests, problems, and changes end‑to‑end.
• Investigate and resolve first‑level operational and business issues.
• Collaborate with technical teams, business stakeholders, and external partners to solve complex operational problems.
• Drive continuous improvement of support processes, tools, and services.
• Analyse operational data, create management reports and performance dashboards.
• Support service transition activities and ensure operational readiness of new solutions.
• Lead day‑to‑day activities of the Operational Support team, including coaching, mentoring and on‑call scheduling.
• Ensure operational readiness before major production changes, deployments or releases.

Required profile

• Bachelor’s degree in Computer Science, Computer Engineering, Telecommunications or a related technical discipline.
• 7+ years of experience in Operational Support, IT Operations, Service Delivery or Technical Support.
• Strong technical background with solid understanding of IT systems, applications and integrations.
• Proven experience managing incidents, service requests, problems, changes and escalation workflows.
• Excellent problem‑solving, prioritisation and decision‑making skills, especially under pressure.
• Strong communication and organisational abilities, with experience presenting reports to senior stakeholders.

Required skills

• ITSM tools such as ServiceNow or Jira Service Management.
• SQL for log and operational data analysis.
• API testing tools (e.g., Postman, Bruno).
• Monitoring and alerting platforms (Grafana, Prometheus, Azure Monitor).
• Understanding of API integrations.