IT Support Manager

Job description

RaceTrac Company Overview Job Description: The Support Manager is responsible for ensuring the availability, stability, and performance of Loyalty platform. This role leads incident response, operational support, and continuous service improvement initiatives to ensure systems remain secure, highly available, and capable of delivering exceptional service working with the Engineering teams and business. The ideal candidate brings strong experience in observability platforms such as Dynatrace and Azure Application Insights, advanced KQL-based diagnostics, and the ability to troubleshoot complex integrations within distributed systems and cloud platforms. What You'll Do: - Serve as the primary point of contact for all major incidents related to the team’s technologies and platforms. - Lead and coordinate incident response activities, ensuring rapid resolution and effective communication during critical events. - Manage offshore support team, service availability, and operational processes for the team while monitoring workloads to maintain appropriate resource levels. - Ensure effective implementation and governance of the Incident and Problem Management process, including reporting a...