Your mission
Own regional support operations and act as the primary point of contact, ensuring end-to-end ticket lifecycle management and effective coordination between business and IT teams
Drive incident management and prioritization by enforcing P1–P4 standards, monitoring queues, and ensuring timely resolution and escalation of critical issues
Manage stakeholder communication, serving as the key interface between business and support teams while maintaining high customer satisfaction
Ensure service delivery and SLA compliance through KPI tracking, quality ticket handling, and proactive issue resolution
Lead problem management and continuous improvement, identifying recurring issues, driving root cause analysis, and optimizing support processes
Enforce governance and standardization, ensuring adherence to ITIL practices and consistent ticket handling across regions
Collaborate with development and project teams to resolve defects, implement enhancements, and ensure smooth transitions into support operations
Lead and support the team, guiding L1/L2 resources, promoting knowledge sharing, and fostering a culture of accountability and service excellence.
Your talent
Strong understanding of Incident Management and ITIL frameworks
Excellent stakeholder communication and relationship management
Ability to manage high-pressure situations and critical incidents
Strong analytical and problem-solving skills
Experience in service delivery and operations management
Proficiency with ticketing tools (e.g., JIRA, ServiceNow)
Bachelor’s degree in IT, Business, or a related field
Several years of experience in IT support or operations
Experience in incident management or service delivery roles
Prior leadership or coordination experience is preferred.
Our principles
PUMA provides equal opportunities for all job applicants, regardless of race, color, religion, national origin, sex, gender identity or expression, sexual orientation, age, or disability. Equality for all is one of the core principles at PUMA and we do not tolerate any form of harassment or discrimination.
At PUMA, every application is reviewed by real people who are committed to fairness, transparency, and equal opportunity - no matter your background, identity, or experience. To ensure our process stays true to these values, no automated systems or AI tools are used to make hiring decisions. Every decision is made by real people -with real judgment and accountability. We may use functions supported by Artificial Intelligence (AI) to carry out isolated organizational steps, such as scheduling interviews. These functions have no influence on decisions in the application process. We believe in creating spaces where everyone is welcome, celebrated, and empowered to contribute authentically. Because at PUMA, whoever wants to play, can play.
PUMA is a global sports brand creating footwear, apparel, and accessories that inspire athletes and everyday movers. The PUMA Group owns PUMA, Cobra Golf, and stichd, operates in 120+ countries, and has around 22,000 employees worldwide.
