Manager II, IT Engineering; Operations & Support

Manager II, IT Engineering (Operations & Support)

We are looking for a strategic and technically grounded Manager II, IT Engineering (Operations & Support) to lead our global IT Operations and Regional IT Support teams from our Valencia HQ (hybrid model).

In this role, you will be a catalyst for change: transforming our support and operations functions from reactive troubleshooting into a proactive, engineering-led operation. You will bridge business needs and technical execution across two key pillars:
Global IT Support (AMERICAS, EMEA, APAC) and IT Operations (SaaS, automation, compliance).

Key Responsibilities:

• Global Support & Operations Leadership:
  Oversee 3 Regional IT Support Leads (AMERICAS, EMEA, APAC) and a global team of IT Operations Engineers. Establish global SLAs, monitor service delivery metrics, and ensure a seamless experience for all Fly Mates.
• AI Innovation & Self-Service:
  Shift team focus from ticket resolution to system evolution. Lead the research and implementation of AI/AIOps tools to build self-service options and reduce escalation volume.
• SaaS-as-Code Ownership:
  Partner with internal CPE/Cloud teams to transition core platforms into a Terraform-managed environment. Lead IT Ops in managing systems through code rather than manual consoles.
• Operational Excellence:
  Apply Lean IT principles to analyze support data and ticketing trends, streamlining and documenting scalable processes prior to automation.
• Capacity & Project Management:
  Utilize Agile/Kanban to balance bandwidth across Tier 3 operations, end-user support, and strategic projects (including M&A integrations and tool consolidations).
• Governance & Compliance:
  Own Access Recertification, User Access Reviews (UAR), and IT audit controls (including SOC2), driving automation to make compliance frictionless.

Basic Qualifications:

• Degree &
  
  Experience:
  
  Bachelor's degree in IT, Computer Science, or equivalent experience with 10+ years in IT, including 4+ years in a formal management role leading international, remote-first technical or support teams.
• SaaS Mastery:
  Proven track record managing global SaaS ecosystems (Okta, Google Workspace, Slack, Atlassian).
• Identity & Governance:
  Deep understanding of IAM/RBAC logic, distributed IT infrastructures, and User Access Reviews (UAR) / SOC2 compliance.
• Languages:
  
  Full professional proficiency in English.

Preferred Qualifications:

• Experience in Fin Tech, global payments, or publicly traded technology environments.
• Exposure to Terraform or infrastructure-as-code (IaC) applied to SaaS management.
• Experience implementing AI/ML-powered IT operations (AIOps).
• Lean IT, Six Sigma, or ITIL certifications focused on continuous process improvement.

We

Offer:

• Employee Stock Purchase Plan (ESPP)
• Dynamic & Global Team
• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global Fly Mates
• Competitive time off including Fly Better Days to volunteer in a cause you believe in and Digital Disconnect Days!
• Work From Home Stipend
• Great Talent & Development Programs