Product Support Manager

Responsibilities

• Own the end-to-end incident and issue management process, including support tickets and escalations
• Act as the primary point of contact for stakeholders and users regarding product issues
• Coordinate with engineering teams to investigate defects and ensure timely resolution
• Track, communicate, and report on incidents, root causes, and trends
• Facilitate triage meetings and drive issue resolution across cross-functional teams
• Maintain support documentation, knowledge bases, and operational procedures
• Monitor application performance and identify opportunities for continuous improvement
• Support product releases and ensure smooth deployment and post-release monitoring
• Establish and improve support processes, metrics, and reporting

Requirements

• 5+ years of experience in Product Support, Application Support, Service Delivery, or Operations
• Proven experience managing incidents, tickets, and stakeholder communications
• Strong understanding of software development lifecycles (SDLC) and Agile delivery
• Experience with ticketing systems such as Jira or Azure DevOps
• Strong analytical and problem-solving abilities
• Excellent communication skills with the ability to translate technical issues into business language
• Ability to coordinate multiple priorities in a fast-paced environment

Preferred Qualifications

• Experience supporting enterprise or government digital platforms
• Familiarity with SQL and basic log analysis
• Experience with release management and change management processes
• Knowledge of ITIL or service management frameworks
• Previous consulting or client-facing experience

Benefits

• Accelerated career trajectory with clear progression pathways
• Comprehensive relocation support, including visa sponsorship and assistance
• Tier 1 global medical coverage and wellbeing support
• Family allowances where applicable and structured savings plans
• Generous annual leave and flexible work arrangements
• Opportunities for team retreats and connection events

About the Company

Whiteshield is a global advisory firm operating at the intersection of strategy, public policy, and digital transformation. We partner with governments and leading enterprises to design and deliver initiatives that drive economic competitiveness, digital enablement, and long-term growth.