Lead Support Manager

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Supercharge Kft.
Munkavégzés helye

Budapest

Munkaidő, foglalkoztatás jellege
- Teljes munkaidő
- Általános munkarend
Elvárt technológiák
- ACCESS SECURITY CLOUD ITIL DEVOPS AWS GIT INCIDENT MANAGEMENT JIRA
Elvárások
- Nem kell nyelvtudás
- 5-10 év tapasztalat
- Középiskola

Állás elmentve

A hirdetést eltávolítottuk a mentett állásai közül.

Responsibilities

Head multi-tiered support operations (L1, L2, L3)
Lead Service Operations Managers
Ensure smooth 24/7/365 operations
Support commercial activities including RFP responses, onboarding of new clients, and expanding ongoing engagements
Report on division KPIs, health status, and risks
Manage incidents end-to-end
Drive incident lifecycle ownership including triage, containment, resolution, and post-mortem analysis
Govern and optimize access management, change controls, and escalation flows
Drive continuous improvement across SOPs, incident response playbooks, and support tooling
Deliver and review monthly operational and security reports
Ensure scheduled activities are completed in line with policy
Take responsibility for profitability of support portfolio
Act as escalation point for high/critical incidents and client-facing issues
Conduct client communication training sessions for L1 agents
Present incident reviews, monthly reports, and performance metrics to clients
Collaborate with Sales team during pre-sales engagements
Contribute to proposals, Statements of Work, and RFP responses
Provide pricing input for tender submissions
Define and communicate support capabilities and onboarding processes
Participate in scoping workshops and client presentations
Ensure operational readiness for new client onboarding including knowledge transfer and training

Requirements

5+ years in support/operations leadership roles within SaaS, platform or cloud environments
Strong understanding of ITIL, incident management, access control, and DevOps escalation chains
Experience managing 24/7 support organizations with L1-L3 separation
Familiarity with tools like Jira, Zendesk, Grafana, AWS CloudWatch, Okta, and Git workflows
Excellent stakeholder communication skills
Experience supporting sales teams in commercial engagements or client onboarding roles
Ability to draft and present reports, metrics dashboards, and client-facing documentation
Bonus: Experience in regulated industries (finance, energy, healthtech)
Bonus: Exposure to ISO27001, SOC2 or similar compliance environments
Bonus: Hands-on technical background in DevOps, SRE or security ops
Bonus: Experience delivering or managing hotfixes, hypercare, or platform cutovers

What we offer

Exciting international projects
Access to inspiring conferences
In-house soft skill trainings and online courses
Support for English classes
Skill matrix for clear learning path
Health coverage with Medicare
Life1 gym access
Extra sick days
Fully paid month off after five years
Extra paternity leave
Employee Assistance Program
Friendly team of 200+ people
Summercharge festival, football match, quiz night, team drinks
Buddy system
Dog-friendly office in the heart of Budapest
Good coffee and tasty snacks including Túró Rudi
Yearly personal budget
Company library

Company info

Supercharge is a company headquartered in Budapest, Hungary. Budapest is where it all started for Supercharge - this is our headquarters and the beating heart of our company. We have local offices in several countries, but this is where the real magic happens. A buzzing, vibrant space filled with talented individuals dreaming up and delivering amazing products for our clients. This Office of the Year award-winning space is home to our legendary after-work events, and as located in the heart of the city, putting us just steps away from some of the best restaurants, cafes, and bars around.