Application Support

DUNKIN; Mandaluyong; On-site; PHP 446,000 - 670,000; Full time

Job summary

DUNKIN' is seeking an Application Support professional in Mandaluyong City, Metro Manila, on a full-time basis. You will manage end-to-end operation, maintenance and support for the Dunkin PH web and mobile applications, serving as the bridge between users, internal teams, external partners, and software developers.

Ideal candidates hold a bachelor’s degree in computer science or MIS and have 2–3 years in application support or related IT roles, with strong skills in JavaScript, PHP, HTML, CSS,

Qualifications

• Bachelor’s degree in Computer Science, MIS, or related field.
• 2–3 years in application support or related IT role.
• Proficiency in JavaScript, PHP, HTML and CSS.
• Solid SQL knowledge and data handling.
• Experience with incident management and escalation processes.
• Strong communication and ability to explain technical concepts clearly.

Responsibilities

• Maintain and support Dunkin PH web and mobile apps end to end.
• Provide timely user support via email, web, and phone.
• Create documentation and regular activity reports for multiple apps.
• Coordinate with internal teams, partners, and developers on issues and enhancements.
• Plan maintenance and upgrade schedules; improve support models.
• Guide and retrain users as needed to ensure smooth operation.

Skills

JavaScript

PHP

HTML

CSS

SQL

Incident management

Education

Bachelor’s degree in Computer Science or MIS

Tools

Freshworks

Google Workspace

Job description

About us

DUNKIN' is a global leader in the quick-service restaurant industry. We are committed to innovation, quality, and creating memorable experiences for our customers worldwide. With a strong presence across multiple markets, we continue to grow and evolve, leveraging technology to enhance our operations and customer engagement. At DUNKIN', we foster a culture of excellence, collaboration, and continuous improvement where our employees are valued and empowered to make a difference.

About the role

We are seeking an Application Support professional to join our team in Mandaluyong City, Metro Manila on a full-time basis. In this role, you will be responsible and accountable for the end-to-end operation, maintenance, and support of Dunkin' PH web and mobile applications. You will act as the key bridge between users, internal teams, external partners, and software developers to ensure our platforms run smoothly across all business areas.

Key responsibilities

• Support, maintain, and ensure the smooth functionality of web-based and mobile applications for Dunkin' PH (both in-house and outsourced).

• Provide timely and accurate email, web, and phone support to GDI users, assisting with systems integrations and managing coordination for store-level support.

• Create and maintain documentation for issues, resolutions, and technical specs. Prepare regular activity reports while handling multiple applications simultaneously.

• Partner closely with internal teams, third-party partners, and software developers to troubleshoot platform issues, prioritize enhancements, and execute system integrations.

• Prepare maintenance plans and upgrade schedules for company systems. Identify opportunities to improve the Business Application support model and scale user education.

• Provide continuous guidance, support, and re-training to users whenever needed.

What we're looking for

• Bachelor’s degree in Computer Science, Management Information Systems, or any related discipline.

• 2–3 years of experience in business analysis, application support, or related IT roles.

• Knowledgeable in programming languages: JavaScript, PHP, HTML, and CSS.

• Good understanding of Structured Query Language (SQL).

• Working knowledge of web platform development software and IT management software.

• Hands-on experience with incident management procedures, escalation processes, and solving application issues.

• Strong critical thinking, customer service mindset, patience, listening skills, and the ability to explain complex technical ideas to non-technical users.

• Ability to prioritize tasks effectively and manage changing priorities in a fast-paced environment.

• Proficiency in the Google Workspace environment.

• Familiarity with the Freshworks ticketing system.

• Excellent verbal and written communication skills across technical teams and business stakeholders.