Operational Support Manager

Job description

Job Description & Summary We’re a team that transforms vision into tech-enabled reality. We look for those who see technology not just as tools or platforms, but as the invisible infrastructure behind strategy, performance, and growth. We turn bold ideas into scalable, secure, and human-centered solutions. SHAPING TOMORROW Make a real impact, today, and tomorrow, through work that matters. Here, you will tackle today’s toughest challenges with a future-focused mindset; so our clients turn to us first when it matters most. Make a real impact In this dynamic environment, we are looking for an ambitious and self-driven Operational Support Manager to join our Tech & Data team in Athens. Monitor and ensure compliance with agreed SLAs and KPIs across multiple support team projects and services Ensure the effective management of incidents, service requests, problems, and changes Investigate, analyse, and resolve first-level operational and business-related issues that do not require technical development intervention Collaborate with technical teams, business stakeholders, and external partners to resolve complex operational issues Drive the continuous improvement of support processes, tools, and services Analyse operational data and prepare management reports and performance dashboards Support service transition activities and ensure operational readiness and stability of newly deployed solutions Manage and coordinate the day-to-day activities of the Operational Support team Coach, mentor, and develop support team members Create and maintain on-call schedules and support coverage plans Ensure operational readiness prior to major production changes, deployments, or releases What you bring matters Required Qualifications Bachelor’s degree in Computer Science, Computer Engineering, Telecommunications, or a related technical discipline 7+ years of experience in Operational Support, IT Operations, Service Delivery, Technical Support, or a similar role Strong technical background with solid understanding of IT systems, applications, integrations, and operational processes Good knowledge and hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Management, or similar platforms) Experience managing incidents, service requests, problems, changes, and escalation workflows Strong problem-solving, prioritization, and decision-making skills, particularly in high-pressure environments Good knowledge of SQL and ability to analyse logs and operational data Understanding of API integrations and experience using API testing tools such as Postman, Bruno, or similar Hands-on experience with monitoring and alerting platforms (e.g., Grafana, Prometheus, Azure Monitor, or equivalent tools) Experience in team management and coordination of multiple stakeholders Strong communication and organizational skills Experience preparing and presenting operational reports to senior stakeholders Proactive mindset with a strong focus on continuous improvement Preferred Qualifications ITIL Foundation certification or equivalent Atlassian Certified Professional: Jira Service Management certification or equivalent Experience working in environments with deanding SLA requirements and 24/7 support operations. Basic knowledge of networking, security, and infrastructure concepts BRING YOUR BEST, EVERYDAY Your skills, integrity, and curiosity make the difference. At PwC Greece, we match that with an environment that brings out your best every day – supported by people who inspire, challenge, and grow with you. What we offer goes beyond a competitive package. It’s about creating the conditions for you to learn, belong, and deliver impact. That means: Your work-life balance supported by a hybrid working model Your creativity sparked in collaborative office spaces Your career growing through local and global opportunities Your development advanced with continuous learning and certifications Your well-being cared for with extra leave days and wellness initiatives Your perspective valued in an inclusive team where your impact matters Want to unlock new value by applying your unique perspective and talents? At PwC Greece, you lead by example. Our standards for quality and care are high—and together we surpass them. We redefine possibilities for our clients and communities. Challenge accepted? Our circle of connection matters—it's at the heart of what we do. Click here (PwC life) All applicants will be acknowledged and treated in the strictest confidentiality.