Application Support Lead

eBiZolution Incorporated; Makati; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

eBiZolution Incorporated in the Philippines is seeking an Application Support Lead to oversee enterprise applications on-site, ensuring stability, availability, and timely incident resolution.

You will coordinate with development, infrastructure, cybersecurity, project teams, and vendors, while mentoring engineers and analysts and driving continuous improvement through root cause analysis and preventive actions.

Qualifications

• Bachelor's degree in Computer Science, IT, Computer Engineering, or related field.
• 5–8 years in production or application support roles.
• 3–6 years in a supervisory/lead position overseeing support teams.
• Experience with mission-critical enterprise apps in 24/7 environments.
• Hands-on with Oracle, SQL Server, PostgreSQL, AWS/Amazon RDS and ITSM tools.

Responsibilities

• Lead daily application support activities for enterprise systems.
• Ensure availability, performance, reliability, and service continuity.
• Act as primary escalation point for critical incidents and issues.
• Lead troubleshooting using logs, monitoring alerts, and performance data.
• Manage major incident for high-priority issues and perform root cause analysis.
• Coordinate releases, patches, deployments, and production changes.
• Collaborate with development teams to fix defects and improve quality.
• Ensure tickets meet SLAs/KPIs and provide on-call support when needed.

Skills

Application support

Leadership

Incident management

Root cause analysis

Production support

DevOps

ITIL

Education

Bachelor's degree in computer science / IT / engineering

Tools

ServiceNow

Jira

SQL

Job description

About the role

As an Application Support Lead, you will lead the support, maintenance, stability, and continuous improvement of enterprise applications in an on-site environment. You will serve as the primary escalation point for application-related issues, oversee production support operations, drive root cause analysis, and ensure reliable service delivery. The role partners closely with business stakeholders, development, infrastructure, database, cybersecurity, project teams, and third-party vendors to deliver stable and scalable application services.

Key responsibilities

• Lead daily application support activities for enterprise and business-critical systems.


• Ensure application availability, performance, operational reliability, and service continuity.


• Act as the primary escalation point for critical production incidents and application issues.


• Lead troubleshooting of complex application, integration, database, and system issues using logs, monitoring alerts, and performance data.


• Lead major incident management for high-priority production issues and conduct root cause analysis.


• Implement corrective and preventive actions to reduce recurring incidents and improve service quality.


• Coordinate application releases, patches, deployments, and production changes in line with governance and risk management standards.


• Collaborate with development teams to identify software defects and implement effective fixes.


• Ensure support tickets are resolved within established service-level agreements and key performance indicators.


• Provide on-call support and major incident management when required.


• Maintain operational procedures, support documentation, knowledge bases, service standards, KPIs, and SLAs.


• Drive continuous improvement initiatives that enhance user experience, operational efficiency, and application reliability.


• Act as the liaison between business users and technical teams, communicating status, risks, issues, and resolution updates.


• Coordinate with third-party vendors and service providers to resolve issues and support operational readiness.


• Lead, mentor, and develop application engineers, database administrators, and analysts through coaching, performance reviews, and knowledge-sharing sessions.

What we're looking for

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related field.


• Five to eight years of experience in production support, application support, systems support, or related IT roles.


• Three to six years of experience in a supervisory or lead role managing application support teams.


• Proven experience supporting mission-critical enterprise applications in a 24/7 production environment.


• Hands-on experience with enterprise database platforms such as Oracle, Microsoft SQL Server, PostgreSQL, AWS, or Amazon RDS.


• Experience with IT service management platforms such as ServiceNow, Jira, or similar tools.


• Strong knowledge of application monitoring tools and cloud platforms such as AWS, Azure, or Oracle Cloud.


• Working knowledge of Windows Server and Linux operating systems.


• Experience supporting development, user acceptance testing, and production activities, including validating solutions with business users.


• Experience supporting technical project managers and developers with application and database scope, objectives, deliverables, and ongoing project support.


• Knowledge of SQL querying, database fundamentals, application lifecycle management, single sign-on, APIs, application integration, and enterprise application technologies.


• Experience with ITSM, service-level agreements, root cause analysis, major incident management, Agile, Scrum, DevOps, and enterprise architecture frameworks.


• Knowledge of DevOps automation, release processes, environments, pipelines, job scheduling, and operational process automation.


• Experience with database, application, infrastructure, and cloud-native monitoring platforms.


• Strong communication, presentation, collaboration, analytical, and problem-solving skills.


• ITIL certification or related certifications in database, cloud, infrastructure, or IT service management are preferred.


• Experience in regulated industries such as banking, finance, healthcare, telecommunications, utilities, or government is preferred.