Job Title

Senior Manager - Product SupportIn this role, you'll
- Oversee smooth delivery of IT support operations to ensure consistent quality and service.
- Monitor Level 2 (L2) team performance, including service level agreements (SLAs), backlog, and productivity, while maintaining transparency.
- Serve as the primary point of contact for resolving complex L2 issues and coordinating with Level 3 (L3) teams during high-priority incidents.
- Collaborate with stakeholders to align processes and support issue resolution.
- Track and communicate performance metrics to identify trends and inform continuous improvements.
- Support onboarding, training, and skill development initiatives for new and existing team members.
- Promote adherence to operational processes and compliance by fostering understanding and accountability.
- Maintain and update procedural documentation to ensure accuracy and accessibility.

Your Profile
- Proven experience in IT support operations or service delivery management (typically 7+ years or equivalent skill set).




- Familiarity with ITIL principles and service management practices or equivalent practical knowledge.
- Strong ability to lead teams, coach individuals, and create an inclusive, collaborative environment.
- Skilled in coordinating escalations, managing performance, and supporting cross-functional workflows.
- Basic understanding of APIs, infrastructure, security concepts, and ability to route/escalate issues appropriately.
- Strong communication, problem-solving, and reporting skills.

Core Skills
- Collaboration and leadership across diverse teams.
- Incident and escalation management.
- Performance monitoring and trend analysis.
- Continuous improvement mindset.

What we can offer you
? A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
? Outstanding opportunities to learn - Learning happens all the time and in many ways at Amadeus, through

📌 Senior Manager (Bengaluru)
🏢 Amadeus
📍 Bengaluru