Application Support Manager with Software Devt and Proj Mgmt

6 days ago

Makati City, National Capital Region, Philippines Sysgen RPO, Inc. Full time $90,000 - $120,000 per year

Job Title: Application Support Manager

Type: Full-time

Location: Manila

Reports to: Director, Technology Delivery

Responsible Functions:

  • Application Support

    Direct Reports:
  • Application Support Specialist(s)
Job Description – Application Support Manager

Summary

We are looking for an experienced Application Support Manager to lead the application support function and manage a team of support specialists responsible for maintaining enterprise-grade, cloud-hosted platforms. The role involves managing day-to-day support operations, ensuring service-level compliance, overseeing incident management, and partnering with engineering and DevOps teams to continuously improve system stability and performance.

This is a full-time role based in Manila.

Key Responsibilities

1.Service Desk Operations

  • Oversee 24/7 support operations in alignment with service-level agreements (SLAs).
  • Manage support channels including tools, phone, and email; maintain an on-call roster for continuous coverage.
  • Ensure timely handling and resolution of incidents, issues, and requests, with clear stakeholder communication.
  • Maintain and improve internal knowledge bases and customer-facing documentation.
  • Facilitate onboarding and training of new users to the service desk processes.

2.Monitoring and Reporting

  • Maintain and enhance platform monitoring and alerting systems to ensure proactive service management.
  • Collaborate with DevOps and product teams to integrate observability metrics into infrastructure.
  • Provide operational dashboards and reporting (e.g. product metrics, billing, system health) using tools like Grafana or similar.

3.Incident Management

  • Lead the critical incident management process, including acting as the Incident Manager when required.
  • Coordinate incident response efforts across cross-functional teams and ensure timely internal and external communication.
  • Lead post-incident reviews and root cause analyses (RCAs); ensure documentation is accurate and improvements are implemented.
  • Mentor support specialists to develop their capability in managing incidents independently.

4.Technical and DevOps Collaboration

  • Support the development of technical skills within the support team to enhance infrastructure/tooling capabilities.
  • Partner with engineering teams to contribute to DevOps practices and platform stability initiatives.
Qualifications and Experience
  • 5+ years experience supporting mission-critical, cloud-based systems for enterprise clients.
  • 2+ years in a leadership or team management role within a support function.
  • Proven track record of managing support operations with a strong customer and service orientation.
  • Experience working with AWS or other major cloud providers, including container orchestration, cloud security, and monitoring tools.
  • Familiarity with observability tools (e.g., CloudWatch, Grafana), infrastructure as code tools (e.g., Terraform), and IT service management tools (e.g., Jira).
  • Strong analytical and troubleshooting abilities.
  • Excellent communication and interpersonal skills.
  • Bachelor's degree in Computer Science, Information Technology, or a related discipline.

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