Application Support Lead/Manager

1 week ago

Antipolo City, Calabarzon, Philippines JoyRide Superapp Full time ₱1,500,000 - ₱2,500,000 per year

We are looking for a seasoned and results-driven Application Support Lead/Manager to lead our technical operations and support team. This role plays a key part in enhancing operational quality and strengthening our incident management processes. The ideal candidate will have extensive experience in SaaS environments, with strong expertise in cloud applications and infrastructure. They will work closely with engineering and support leaders to ensure all reported issues are effectively monitored, managed, and resolved.

Key Responsibilities:

  • Design, implement, and continuously improve incident management processes to ensure timely and effective issue resolution.
  • Lead the technical operations and support teams to maintain top-tier service quality and operational excellence.
  • Define and track performance metrics to assess team effectiveness and identify opportunities for improvement.
  • Partner with engineering and support group managers to oversee incidents from initial report to full resolution.
  • Provide hands-on technical guidance and mentorship to team members, promoting a culture of growth and continuous learning.
  • Establish best practices for system monitoring, maintenance, and support to reduce downtime and enhance reliability.
  • Manage escalations and ensure critical issues are handled swiftly and efficiently.
  • Collaborate with product teams to stay aligned on new features and updates, ensuring the support team is fully equipped to assist users.
  • Lead initiatives that drive customer satisfaction and improve overall operational performance.
  • Stay informed on emerging technologies and industry trends to keep our support operations innovative and up-to-date.

Job Type: Full-time

Work Location: In person

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