Operations Support Manager
Pubblicato il 13-10-2026 - Cap4 Lab in Rende
About Cap4 Lab and IMS
Cap4 Lab is an international consulting and technology company specialised in API and integration strategies, with locations in Luxembourg, France, Germany, Italy, Switzerland, Portugal, Costa Rica, Shanghai and Hong Kong.
Our Integration Management Support (IMS) practice runs the application-level operations (L0–L3) of enterprise integration landscapes for our managed-services customers, 24 hours a day, 7 days a week. We support a wide range of technologies with a focus on integration platforms such as MuleSoft, Apache Camel, Talend and IBM App Connect, together with the messaging, API, container and cloud platforms around them and selected business SaaS. Our support model is technology-agnostic and ITIL-based, and our customers rely on contractual SLAs that our team is measured against every month.
Our L1 and L2 engineers form one team working towards the same goal: keeping our customers' integration landscapes running. The separation between the two levels is organisational, not physical – L2 engineers step into L1 operations whenever the situation requires it, and L1 engineers grow into L2 work as their skills develop. The IMS team is organised in three levels (L1 service desk, L2 in-depth support, L3 corrective maintenance) working as one team, led by the Operations Support Manager, with Service Delivery Managers owning the relationship with each customer.
The role
As Operations Support Manager you lead the people and the machinery behind our 24x7 managed service. You are responsible for the day-to-day operations of the entire IMS team: L1 service desk, L2 support, L3 corrective maintenance and the Service Delivery Managers, who report to you on an operational level. You own shift and on-call planning across our locations, operational procedures, capacity against each customer's contracted ticket and Support Unit volumes, and the quality of what the team delivers against contractual SLAs.
You are the point of escalation, for the team and for customers, regardless of the account's Service Delivery Manager. You keep the team motivated, skilled, staffed and equipped, you spot where the operation is strained before the customer does, and you turn what you learn into continual service improvement, including the responsible adoption of AI in how we run support.
Your responsibilities
- Run the day-to-day operations of the whole IMS team (L1, L2, L3 and Service Delivery Management); ensure procedures, runbooks and SOPs are defined, documented and consistently applied.
- Act as the point of escalation for customers and for the team, in and out of hours, independently of the Service Delivery Manager assigned to the account; join Major Incident coordination where needed.
- Plan and manage the worldwide 24x7 shift rotation and the paid on-call rota; ensure coverage for every customer plan while respecting local working-time rules.
- Manage capacity: track ticket volumes and Support Unit footprint per customer against contracted capability, flag growth early and provide the data for change orders.
- Monitor team performance against SLAs and KPIs (initial response, target resolution, error-margin thresholds); analyse breaches and drive corrective actions before they turn into penalties.
- Lead and develop the Service Delivery Managers: customer reporting standards, service reviews, escalation handling and account health.
- Build, motivate and develop the team: hiring, onboarding, skills matrix and training plan per technology, individual objectives and reviews, team building and recognition across a distributed, multicultural team; grow L1 into L2 and L2 into L3.
- Own the operational tooling: ticketing, monitoring and alerting standards, knowledge base; ensure new customer ITSM integrations work operationally.
- Drive the adoption of AI in support operations: AI-assisted triage and log analysis, knowledge-base generation, runbook automation and reporting, with clear guardrails for customer data and quality.
- Lead the operational side of customer onboarding, new-technology onboarding and reversibility phases.
- Take part in the monthly management meeting and the biannual steering committee with the customers' leadership.
- Drive a continual service improvement programme: recurring-issue analysis, automation, L2 to L1 knowledge transfer, process simplification.
- Contribute to the evolution of the IMS offering (service packages, plans, tooling) with the commercial and delivery leads.
What you bring
- Several years of experience managing support or operations teams in a customer-facing IT managed-services environment, with a track record of building, motivating and developing teams.
- Hands-on experience running an SLA-governed, ITIL-based service: incident, problem, change and service-request management, shift-based operations, KPI reporting.
- Sound technical understanding of enterprise integration and the platforms around it (integration runtimes such as MuleSoft, Apache Camel, Talend or IBM App Connect; messaging; APIs; containers; cloud)
– enough to challenge a root-cause analysis and to plan skills, not to write the code.
- Experience planning 24x7 shift and on-call coverage across locations and time zones.
- Practical understanding of AI tools and capabilities (LLM assistants, AI-assisted analysis and automation) and judgement on where they add value in support operations and where they do not.
- Strong leadership, communication and influencing skills; able to run a multicultural, distributed team and to act decisively under escalation pressure.
- Commercial acumen: understanding of how support capacity, SLAs and penalties translate into cost and margin.
- Fluent written and spoken English.
Nice to have
- An additional language is preferred (German, Italian, French or another language of our locations).
- ITIL certification (v4 Foundation or higher).
- Experience with managed services on vendor-managed SaaS/PaaS platforms and with multi-vendor escalation.
- Knowledge of public cloud (AWS, Azure, GCP, Alibaba) and observability tooling.
- Experience introducing AI-based tooling or automation into a support or operations team.
Working model
- Hybrid: on-site presence at a Cap4 Lab office is required, with remote work possible on the other days; we prefer a few days per week in the office.
- Business hours as the standard working time, plus management escalation out of hours and participation in Major Incident coordination where required, paid separately on top of the base salary.
What we offer
- A structured career path with continuous development, training and relevant certifications.
- A multicultural, international team (13+ nationalities) working on projects across several industries.
- Flat hierarchies, short communication channels and an open-door policy.
- Competitive compensation with a performance-related bonus.
- A collegial, respectful working environment with regular joint company events (workshops, company parties).
We value diversity and welcome applications from everyone, regardless of gender, origin, religion, age, disability or sexual orientation.
HOW TO APPLY
Candidates can send their Curriculum Vitae in .pdf format with authorization pursuant to Legislative Decree 196/03, inserting the reference "Technical Integration Support Engineer" in the subject to the e-mail address (email hidden). This announcement is aimed at both sexes, pursuant to laws 903/77 and 125/91, and to people of all ages and all nationalities, pursuant to legislative decrees 215/03 and 216/03. For more information, visit our website: https://www.cap4lab.com/
Retribuzione: a partire da €26.000,00 all'anno
Vantaggi
- Assicurazione sanitaria
- Buoni pasto
- Cellulare aziendale
- Computer aziendale
- Parcheggio libero
Sede di lavoro: In presenza