Operational Support Manager

SHAPING TOMORROW

Make a real impact today and tomorrow through work that matters. Here you will tackle todays toughest challenges with a future-focused mindset;soour 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-drivenOperational 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

• Bachelors 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

• 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 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 perspectivevaluedin 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 highand together we surpass them. We redefine possibilities for our clients and communities.

Challenge accepted

Our circle of connection mattersitsat the heart of what we do.Click here (PwC life)

All applicants will be acknowledged and treatedinthe strictest confidentiality.