operational support manager

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