Product Support Manager


The Manager, iHotelier L3, is responsible for the support of the iHotelier reservation system and its related systems and integrations. The role includes production support activities, responsibility for effective and efficient support procedures, reservation system and business knowledge, participation in product delivery, and both direct and indirect leadership capacities. The position is essential to a quality support experience for our clients and the overall success of our products, and interacts with a broad audience within the company.



  • Manages production system/application support, including critical incidents and standard issues throughout their support lifecycle, and drives to increased proactivity
  • Directs and prioritizes workload of support personnel
  • Collaborates with other teams to understand, prioritize, and escalate as needed
  • Champions process improvements and enforces compliance
  • Analyzes productivity and support data in order to identify trends; escalates to leadership as warranted
  • Understands and can represent business process impact and system behavior
  • Leads any direct and indirect reports with a focus on productivity, improvement, and values
  • Interacts with delivery teams in order to drive to supportability and minimizing customer impact


Experience and Qualifications


  • At least 5 years’ experience with reservation systems
  • At least 5 years’ experience in hospitality and/or travel & tourism
  • At least 5 years’ experience in a direct leadership role
  • At least 5 years’ experience in a support role
  • ITIL experience and/or certification a plus
  • SDLC and/or Agile development experience a plus


  • Sense of urgency regarding customer/business impact and other corporate priorities
  • Ability to drive detail-focused resources/activities while maintaining a high-level perspective
  • Innovative and proactive drive toward opportunities and process improvements
  • Keen process perspective, including simplicity and flexibility
  • Sound judgment regarding priority and escalation/engagement
  • Analytical view to support and system data; synthesized into relevant and useful information and knowledge
  • Quick learning skills and inquisitive nature to expand subject matter expertise
  • Excellent communication skills, tailored to different organizational audiences and across the spectrum of the hierarchy (i.e. from entry-level positions to the senior leadership team)
  • Strong leadership skills focused on growth/development, collaboration, understanding, and diversity
  • Persuasive abilities to advocate for quality and the support perspective


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