Technical Support Lead

6 hours ago

Manila, National Capital Region, Philippines Whitehall Consulting Full time ₱2,000,000 - ₱2,500,000 per year

About the Role

Whitehall Consulting is looking for a
Technical Support Lead
to oversee the Technical and Operations Support Team responsible for maintaining the stability, reliability, and performance of mission-critical systems. The role requires a strong leader with both technical and managerial expertise to ensure continuous system operations and service excellence.

As the
Technical Support Lead
, you will be responsible for leading, developing, mentoring, and monitoring the team's performance, ensuring compliance with Service Level Agreements (SLAs), and maintaining seamless 24x7 system operations through proactive management and support.

Key Responsibilities

  • Lead, train, and mentor
    the Technical and Operations Support Team to maintain a high standard of service delivery and operational excellence.
  • Ensure
    Service Level Standards and Agreements (SLAs)
    are consistently met or exceeded.
  • Oversee and coordinate
    24x7 system operations
    , ensuring adequate staffing and effective workload distribution.
  • Perform and supervise
    daily system and database backups
    , ensuring data integrity and availability.
  • Monitor system
    performance, capacity, and availability
    , and take corrective or preventive actions when needed.
  • Manage and execute
    system changes, upgrades, and patches
    , ensuring minimal disruption to operations.
  • Conduct
    quality control audits
    of team performance and service delivery processes.
  • Collaborate with developers, infrastructure teams, and vendors to resolve complex technical issues.
  • Prepare and maintain
    documentation
    of system operations, configurations, and support procedures.
  • Drive
    continuous improvement
    initiatives to enhance technical support efficiency and reliability.

Qualifications

  • Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
  • Minimum
    7–10 years of experience
    in IT operations or technical support, with at least
    3 years in a supervisory or team lead role
    .
  • Strong background in
    system administration, database management, and infrastructure support
    .
  • Proven experience in
    24x7 operations management
    and adherence to SLAs.
  • Proficiency in
    performance monitoring tools
    , backup systems, and change management processes.
  • Excellent
    leadership, communication, and problem-solving skills
    .
  • Certifications such as
    ITIL, CompTIA Network+, or Microsoft Certified: Azure Administrator Associate
    are a plus.

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