APOC Engineer: 24/7 Global Operations Center

White & Case Global Operations Center Manila; Manila; Presencial; PHP 600.000 - 900.000; Jornada completa

Descripción de la vacante

White & Case Global Operations Center Manila seeks a Tier 2 Engineer to provide Application Operations Center support for internal customers. You will monitor enterprise services, coordinate escalations, and drive improvements in automation and reliability.

The role focuses on incident management, service restoration, and collaboration with global teams to maintain high availability of business-critical apps. A 24x7 environment and strong stakeholder communication are essential.

Formación

• 2 years of experience in Application Support, Application Operations, Service Operations or related technical support
• Experience supporting business-critical enterprise applications and ensuring high service availability
• Strong understanding of application monitoring, event management, incident management, and service restoration processes
• Experience with monitoring and observability platforms such as Dynatrace, AppDynamics, Splunk, SolarWinds, Azure Monitor, DataDog, New Relic or equivalents
• Familiarity with application architecture, web services, APIs, middleware, databases and integrated enterprise systems
• Basic knowledge of SQL for troubleshooting, validation and analysis
• Experience with ITSM ticket platforms such as ServiceNow, Jira Service Management, Remedy
• Understanding of Windows, Linux, Cloud and Server environments from an app support perspective
• ITIL practices including Incident, Problem, Change, Service Request and Major Incident Management
• Major incident bridges, outage management and service recovery experience
• Ability to analyze logs, alerts and dashboards to identify issues and coordinate teams
• Strong communication and stakeholder management; multi-priority handling and SLA adherence
• Industry certifications in ITIL, Microsoft/Azure, APM, or automation are a plus
• Willingness to work in a 24x7 global operating environment
• Experience supporting APOC, Command Center, Major Incident Management or Service Reliability functions

Responsabilidades

• Monitor health of enterprise services, automation platforms and supporting infrastructure; perform 2nd level troubleshooting and coordinate escalations
• Conduct operational reviews and validation checks for automated processes and APOC deliverables
• Generate and analyze operational reports and service metrics for performance and trends
• Develop and maintain operational docs, knowledge articles and runbooks with cross-functional teams
• Ensure compliance with procedures, escalation paths, incidents and change management
• Support onboarding, transition and management of new technologies and automation initiatives
• Provide centralized operational support for designated global offices and coordinate with end users and service owners
• Identify opportunities for automation and process optimization to improve efficiency and reliability
• Perform proactive event monitoring and trend analysis to prevent disruptions; coordinate preventative actions
• Support major incident management activities including communications, bridges and post-incident reviews

Conocimientos

Analytical thinking

Problem solving

Stakeholder management

Communication

Herramientas

Dynatrace

AppDynamics

Splunk

SolarWinds

Azure Monitor

DataDog

New Relic

PowerShell

Jira Service Management

ServiceNow

Remedy

Descripción del empleo

White & Case Global Operations Center Manila seeks a Tier 2 Engineer to provide Application Operations Center support for internal customers. You will monitor enterprise services, coordinate escalations, and drive improvements in automation and reliability.

The role focuses on incident management, service restoration, and collaboration with global teams to maintain high availability of business-critical apps. A 24x7 environment and strong stakeholder communication are essential.