The company is a global advisory firm operating at the intersection of strategy, public policy, and digital transformation. We partner with governments and leading enterprises to design and deliver initiatives that drive economic competitiveness, digital enablement, and long-term growth.
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We are looking for a Product Support Manager to own the ongoing support, stability, and continuous improvement of our digital products and applications. This role sits between operations, engineering, and stakeholders, ensuring issues are effectively managed, communicated, and resolved.
What You Will Do
- Own the end-to-end incident and issue management process
- Manage support tickets, escalations, and service levels
- Act as the primary point of contact for stakeholders and users regarding product issues
- Coordinate with engineering teams to investigate defects and ensure timely resolution
- Track, communicate, and report on incidents, their root causes, and trends
- Facilitate triage meetings and push for issue resolution across cross-functional teams
- Maintain support documentation, knowledge bases, and operational procedures
- Monitor application performance and identify opportunities for continuous improvement
- Support product releases and ensure smooth deployment and post-release monitoring
- Build strong relationships with clients and internal stakeholders providing clear and proactive communication
- Establish and improve support processes, metrics, and reporting
- Contribute to a culture of service excellence and continuous improvement
Requirements
- 5+ years of experience in Product Support, Application Support, Service Delivery, or Operations roles
- Experience managing incidents, tickets, and stakeholder communications
- Strong understanding of software development lifecycles and agile delivery
- Ability to coordinate multiple priorities in a fast-paced environment
- Excellent communication and relationship management skills
- Experience working closely with engineering and product teams
- Strong analytical and problem-solving abilities
- Experience with ticketing systems such as Jira or Azure DevOps
- Ability to translate technical issues into clear business language
Bonus Points For
- Experience supporting enterprise or government digital platforms
- Familiarity with SQL and basic log analysis
- Experience with release management and change management processes
- Knowledge of ITIL or service management frameworks
- Previous consulting or client-facing experience
Benefits
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Accelerated Career Trajectory
We operate a performance-driven environment with clear progression pathways
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Seamless Relocation
For those relocating - we provide comprehensive transition support including visa sponsorship and relocation assistance enabling you to integrate quickly and focus on delivery from day one.
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Supporting Your Performance
We provide Tier 1 global medical coverage, wellbeing support, family allowances where applicable, and structured savings plans.
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Helping Teams Perform
We work on complex high-impact engagements that demand intensity and ownership. At the same time, we are mindful of the impact this can have and aim to support sustainable performance over time through offering generous annual leave, flexible work arrangements, and opportunities to connect beyond the day-to-day through retreats and team events.
