Job description
Bring your leadership, engineering mindset and passion for continuous improvement to a role where you can shape the future of production support.
As a Technology Support Lead – Vice President in the Production Management team, you will lead a Buenos Aires-based team supporting business-critical technology services. You will help the team move from traditional, reactive support towards a more modern operating model built on Site Reliability Engineering, automation, responsible AI usage, clear ownership and continuous learning.
You will lead with empathy, clarity and accountability. The team includes colleagues who will benefit from coaching and encouragement as they adopt new AI-assisted ways of working. You will create an environment where people feel trusted to learn, challenge existing processes and contribute ideas that improve reliability, reduce toil and make support work more rewarding.
This role is suited to someone who is comfortable challenging “we have always done it this way” thinking. You will work closely with engineering, product, business and technology stakeholders to improve supportability, strengthen service health and drive measurable operational improvement. You will also represent the team confidently with senior stakeholders, explaining issues, risks and progress in a clear, balanced and action-oriented way.
Job responsibilities
- Lead, coach and develop a Buenos Aires-based production support team, building confidence, ownership and shared accountability.
- Drive adoption of Site Reliability Engineering practices, including incident learning, observability, reliability measurement and toil reduction.
- Use responsible AI-assisted workflows to improve triage, knowledge discovery, documentation, handovers and incident summaries.
- Challenge manual or outdated processes and replace them with simpler, more repeatable and measurable ways of working.
- Partner with engineering, product and business stakeholders to improve supportability, service health and operational resilience.
- Present production issues, risks and improvement plans to senior stakeholders with clarity and confidence.
- Encourage an inclusive team culture where different perspectives are welcomed and thoughtful challenge is valued.
- Define and track practical improvements in reliability, automation, documentation, incident response and colleague experience.
Required qualifications, capabilities and skills
- Experience leading technology support, production management, platform engineering, Site Reliability Engineering or similar technology teams.
- Strong understanding of production support, incident management, observability, automation and continuous improvement.
- Practical understanding of how modern AI models can improve technology workflows when used responsibly and with clear human oversight.
- Proven ability to coach colleagues, build confidence and support adoption of new tools, behaviours and operating models.
- Strong judgement under pressure, with the ability to balance urgency, risk, quality and stakeholder communication.
- Ability to challenge existing processes constructively and turn improvement ideas into measurable outcomes.
- Strong communication skills, including experience presenting technical issues and recommendations to senior stakeholders.
- Professional fluency in English for global stakeholder engagement.
Preferred qualifications, capabilities and skills
- Experience in financial services, enterprise technology or another highly regulated technology environment.
- Experience with monitoring, observability or incident management tools such as Dynatrace, Grafana, Splunk, Geneos or similar platforms.
- Experience reducing operational toil through automation, scripting, workflow redesign or knowledge management.
- Familiarity with cloud, distributed systems, infrastructure, application support or DevOps practices.
- Spanish language capability and experience leading teams in Argentina or Latin America.