The IT Digital Support Manager is responsible for ensuring the availability, performance, and support of telecom digital channels, including customer mobile applications, web portals. The role ensures seamless digital customer experience while maintaining high service reliability in a 24/7 telecom environment.Key Responsibilities:1. Digital Channels Support (Mobile Apps & Portals)Own support operations for company mobile applications (iOS/Android) and web portalsEnsure high availability and performance of customer-facing platformsMonitor app health, crashes, login issues, transactions, and integrationsCoordinate with development teams for bug fixes, releases, and enhancementsSupport app releases, updates, and version control (App Store / Play Store cycles)2. Customer Experience & Digital Journey SupportEnsure smooth end-to-end customer journeys (login, recharge, billing, service requests)Quickly resolve issues impacting customers (e.g., payment failures, app downtime)Work closely with customer care and digital product teamsTrack and improve digital user experience metricsExperience8-10 years of IT support or digital operations experience, with at least 3 years in a managerial or team lead roleProven experience supporting customer-facing mobile applications (iOS/Android) and web portalsBackground in the telecom industry or similarly complex, 24/7 digital environmentsHands-on experience with incident management, RCA, and major incident resolutionExperience managing vendors and third-party SLAsBachelor's degree in computer science - Excellent EnglishTechnical SkillsStrong understanding of mobile app lifecycle management (App Store / Play Store)Familiarity with APIs, integrations, and data synchronizationExperience with monitoring tools such as Firebase, AppDynamics, or DynatraceKnowledge of cloud platforms (Azure or AWS)Understanding of security, authentication, and data privacy complianceSoft Skills & Business AcumenStrong customer experience mindset with the ability to prioritize customer-impacting issuesExcellent stakeholder communication and cross-functional coordinationAbility to lead under pressure during critical incidents and outagesExperience working with product, UX, and development teams