Job Description

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:

- Integral 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 FlyMates.

- 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.

📌 Manager II, IT Engineering (Operations & Support) (Valencia)
🏢 Flywire
📍 Valencia