Syone is looking for a Support Manager who will be responsible for leading the IT Stability & Resilience Program across the Application Support perimeter, ensuring continuous improvement in service availability, incident reduction, monitoring, automation, and operational excellence.
What you will do:
* Lead and manage the IT Stability Program roadmap, ensuring alignment with strategy and Production Excellence goals. Establish governance to prioritize, track, and report stability initiatives across domains, and coordinate stakeholders through steering committees and executive reporting.
* Drive initiatives to reduce incidents and improve problem management, performance, capacity, monitoring, and observability, working closely with Engineering and DevOps teams and leveraging frameworks such as SRE, ITIL4, and FinOps.
* Define and track key stability KPIs (e.g., MTTR, MTTD, SLA), implement dashboards and reporting, and ensure post-incident actions are completed. Act as the main point of contact for the program, ensure alignment with risk, compliance, and audit requirements, and support teams through change management, training, and continuous improvement initiatives.
What you need to bring:
* Master's degree in Information Technology, Engineering, or a related field
* 8+ years in IT Production / Application Support, with 3+ years in program or project management roles
* ITIL v4, PMP / PRINCE2, SRE Foundation, or FinOps Certified Practitioner
* Strong understanding of Application Support / IT Production environments
* Knowledge of ITIL v4, SRE, DevOps, FinOps, and Incident/Problem/Change Management processes
* Experience with monitoring, observability, and automation tools (e.g., Dynatrace, ServiceNow, Ansible, Grafana, ELK)
* Familiarity with cloud and hybrid infrastructures (AWS, Azure, Kubernetes, RHEL migrations)
Language Skills:
* English - Fluent / Expert