Director of Support

Fetcherr experts in deep learning, e-commerce, and digitization, Fetcherr disrupts traditional systems with its cutting-edge AI technology. At its core is the Large Market Model (LMM), an adaptable AI engine that forecasts demand and market trends with precision, empowering real-time decision-making. Specializing initially in the airline industry, Fetcherr aims to revolutionize industries with dynamic AI-driven solutions.

Fetcherr is seeking a Director of Production & Support. In this high-impact role you will build, lead, manage, and continuously improve the company's Production and Support functions, ensuring system availability, service quality, and seamless collaboration between development, operations, internal teams, and external customers.

This leader will manage both the L1 Monitoring Team, which provide 24/7 first-level monitoring and support, and the L2/L3 Support Teams, which deliver in-depth technical expertise and handle escalations to resolve complex issues.

Key Responsibilities

• Oversee all production environments and ensure business continuity.
• Plan and manage system releases and deployments in coordination with development teams.
• Ensure monitoring, stability, and performance of production systems.
• Establish and manage customer support operations, including L1, L2, and L3 teams.
• Lead the 24/7 L1 Monitoring Team, ensuring continuous system oversight and rapid response to incidents.
• Guide the L2 and L3 Support Teams in providing advanced troubleshooting, root-cause analysis, and resolution of complex issues.
• Handle escalations and coordinate issue resolution with internal teams.
• Define and maintain SLAs to ensure high levels of customer satisfaction.
• Maintain close communication and trust-based relationships with external customers to understand needs, gather feedback, and drive improvements.
• Partner with different internal teams (e.g.Data, PO, APP, LMM, IT, and Account managers) to ensure alignment and smooth delivery.
• Act as the main point of contact between technical teams and external customers during critical incidents, new deployments, and service updates.
• Foster cross-functional collaboration to ensure customer expectations and business goals are consistently met.
• Implement monitoring, reporting, and incident management processes.
• Identify weaknesses and lead initiatives to improve efficiency and user experience.
• Work according to define KPIs and data driven decision
• Drive automation and optimize workflows across Production and Support.
• Build, lead, and mentor Production and Support teams, including both L1 monitoring and L2/L3 advanced support functions.
• Promote a culture of accountability, customer focus, and collaboration across teams.

Requirements:

• Proven experience in leading Production and/or Support functions in a technology-driven environment.
• Strong technical background with the ability to understand complex systems and processes.
• Experience managing both 24/7 first-level support teams and advanced L2/L3 technical support functions.
• Excellent communication and interpersonal skills, with the ability to engage effectively with internal teams and external customers at all levels.
• Demonstrated ability to build and maintain strong relationships with customers, driving trust and satisfaction.
• Experience working across multiple teams and departments to align priorities and ensure seamless execution.
• Strong problem-solving, decision-making, and conflict-resolution skills under pressure. Track record of driving operational improvements, automation, and efficiency gains.
• Leadership skills to inspire, mentor, and develop high-performing teams