The IT Digital Support Manager is responsible for ensuring the availability, performance, and support of telecom digital channels, including customer mobile applications, web portals. The role ensures seamless digital customer experience while maintaining high service reliability in a 24/7 telecom environment.
Key Responsibilities:
1. Digital Channels Support (Mobile Apps & Portals)
- Own support operations for company mobile applications (iOS/Android) and web portals
- Ensure high availability and performance of customer-facing platforms
- Monitor app health, crashes, login issues, transactions, and integrations
- Coordinate with development teams for bug fixes, releases, and enhancements
- Support app releases, updates, and version control (App Store / Play Store cycles)
2. Customer Experience & Digital Journey Support
- Ensure smooth end-to-end customer journeys (login, recharge, billing, service requests)
- Quickly resolve issues impacting customers (e.g., payment failures, app downtime)
- Work closely with customer care and digital product teams
- Track and improve digital user experience metrics
Experience
- 8-10 years of IT support or digital operations experience, with at least 3 years in a managerial or team lead role
- Proven experience supporting customer-facing mobile applications (iOS/Android) and web portals
- Background in the telecom industry or similarly complex, 24/7 digital environments
- Hands-on experience with incident management, RCA, and major incident resolution
- Experience managing vendors and third-party SLAs
- Bachelor's degree in computer science - Excellent English
Technical Skills
- Strong understanding of mobile app lifecycle management (App Store / Play Store)
- Familiarity with APIs, integrations, and data synchronization
- Experience with monitoring tools such as Firebase, AppDynamics, or Dynatrace
- Knowledge of cloud platforms (Azure or AWS)
- Understanding of security, authentication, and data privacy compliance
Soft Skills & Business Acumen
- Strong customer experience mindset with the ability to prioritize customer-impacting issues
- Excellent stakeholder communication and cross-functional coordination
- Ability to lead under pressure during critical incidents and outages
- Experience working with product, UX, and development teams
