Application Support Analyst

MicroSourcing; Metro Manila; Hybrid; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Healthcare

Bonuses

PTO cash-out

Life Insurance

Flexible hours

Career growth

Job summary

MicroSourcing is seeking an Application Support Analyst to own incident handling from triage to resolution, collaborate with internal teams and vendors, and manage queues to ensure timely SLA-compliant support. The role requires ITIL knowledge, strong analytical skills, and experience with ITSM platforms.

Hybrid work arrangement in Eastwood, Quezon City, with dayshift hours and opportunities for career growth in a leading offshore managed services provider.

Qualifications

• Experience in Application Support/Administration or similar IT support role.
• Strong understanding of ITIL Incident, Problem and Change Management.

Responsibilities

• Take ownership of application incidents from triage through resolution.
• Troubleshoot and analyze issues with internal teams and vendors.
• Manage daily support queues and prioritize requests to meet SLAs.
• Monitor performance, lead incident investigations, and implement fixes.
• Support system enhancements, testing, audits and continuous improvement.

Skills

Application support

ITIL processes

ITSM platforms

Analytical skills

On-call shifts

Tools

Service Desk tools

Job description

Discover your 100% YOU with MicroSourcing!

Position:

Application Support Analyst

Location:

Eastwood, Quezon City

Work setup & shift:

Hybrid | Dayshift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As an Application Analyst, you will:

• Take ownership of application incidents from initial triage through to successful resolution.
• Troubleshoot, analyze, and elevate application issues while working closely with internal teams and third-party vendors.
• Manage daily support queues, prioritize requests, and ensure timely resolution in accordance with service level agreements (SLAs).
• Monitor application performance, lead incident investigations, and implement workarounds and permanent solutions.
• Support system enhancements, functional testing, audits, and continuous improvement initiatives to optimize application performance.

What You Need

Non-negotiables

• Experience in Application Support, Application Administration, or a similar IT support role.
• Strong understanding of ITIL processes, including Incident, Problem, and Change Management.
• Experience using IT Service Management (ITSM) or Service Desk platforms.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Willingness to work a shifting schedule and participate in a rotating 24/7 on-call support roster.

Preferred Skills/expertise

• Experience supporting enterprise or business-critical applications.
• Experience with customer service management platforms.
• Background in retail billing or utility industry applications is highly advantageous.
• Experience working with third-party vendors and managing application support escalations.
• Knowledge of SLA reporting, application monitoring, and continuous service improvement practices.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan—it's our commitment. Our way of life. Here, we don't just accept your unique authentic self—we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

• Terms & conditions apply.