Manager II, IT Engineering (Operations & Support)

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Manager II, IT Engineering (Operations & Support)Full-timeCompany DescriptionAre you ready to trade your job for a journey? Become a FlyMate!Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we’re on a mission to deliver the world’s most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world.What more do we need to truly be unstoppable? Perhaps, that is you! Who we are:Flywire is a global payments enablement and software company, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology.Today, we’ve digitized payments for more than 3,300+ global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we’re just getting started!With over 1000+ global FlyMates, representing more than 40 nationalities, and in 14 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.Job DescriptionWe are looking for a strategic and technically grounded Manager II, IT Engineering (Operations & Support) to lead our global IT Operations and Regional IT Support teams from our Valencia HQ (hybrid model).In this role, you will be a catalyst for change: transforming our support and operations functions from reactive troubleshooting into a proactive, engineering-led operation. You will bridge business needs and technical execution across two key pillars: Global IT Support (AMERICAS, EMEA, APAC) and IT Operations (SaaS, automation, compliance).Key Responsibilities:Global Support & Operations Leadership: Oversee 3 Regional IT Support Leads (AMERICAS, EMEA, APAC) and a global team of IT Operations Engineers. Establish global SLAs, monitor service delivery metrics, and ensure a seamless experience for all FlyMates.AI Innovation & Self-Service: Shift team focus from ticket resolution to system evolution. Lead the research and implementation of AI/AIOps tools to build self-service options and reduce escalation volume.SaaS-as-Code Ownership: Partner with internal CPE/Cloud teams to transition core platforms into a Terraform-managed environment. Lead IT Ops in managing systems through code rather than manual consoles.Operational Excellence: Apply Lean IT principles to analyze support data and ticketing trends, streamlining and documenting scalable processes prior to automation.Capacity & Project Management: Utilize Agile/Kanban to balance bandwidth across Tier 3 operations, end-user support, and strategic projects (including M&A integrations and tool consolidations).Governance & Compliance: Own Access Recertification, User Access Reviews (UAR), and IT audit controls (including SOC2), driving automation to make compliance frictionless.QualificationsBasic Qualifications:Degree & Experience: Bachelor’s degree in IT, Computer Science, or equivalent experience with 10+ years in IT, including 4+ years in a formal management role leading international, remote-first technical or support teams.SaaS Mastery: Proven track record managing global SaaS ecosystems (Okta, Google Workspace, Slack, Atlassian).Identity & Governance: Deep understanding of IAM/RBAC logic, distributed IT infrastructures, and User Access Reviews (UAR) / SOC2 compliance.Languages: Full professional proficiency in English.Preferred Qualifications:Experience in FinTech, global payments, or publicly traded technology environments.Exposure to Terraform or infrastructure-as-code (IaC) applied to SaaS management.Experience implementing AI/ML-powered IT operations (AIOps).Lean IT, Six Sigma, or ITIL certifications focused on continuous process improvement.Additional...