Application Support Manager - Cyber Security and Digital Certs

OpenText (Philippines), Inc.; Philippines; On-site; PHP 900,000 - 1,700,000; Full time

Job summary

OpenText in the Philippines is seeking a Manager, Technical Support to lead a team delivering exceptional service to global clients. You will oversee day-to-day operations, drive performance, manage escalations, and collaborate with cross-functional teams to resolve complex challenges, ensuring an outstanding client experience.

This role requires people leadership in technical support, IT operations, or enterprise application support, with a strong focus on cyber security, security best

Qualifications

• Experience leading technical support, IT operations, or enterprise app support teams.
• Strong communication and stakeholder management skills, including executive escalations.
• Knowledge of cyber security, resilience, and secure enterprise architectures.
• Certifications in Cyber Security or Digital Technology are highly preferred.

Responsibilities

• Lead and coach L2/L3 Technical Support teams to deliver service excellence.
• Oversee day-to-day operations, workload prioritization, and policy compliance.
• Manage client escalations and develop action plans for timely resolution.
• Collaborate with Product Management, Engineering, and Development to address issues.
• Drive continuous improvement through SOPs and process optimization.
• Support talent activities: hiring, onboarding, performance management, and development.
• Build strong client relationships and deliver a client-first experience.

Skills

Leadership

Team coaching

Escalation management

Stakeholder management

Cyber security

Security best practices

Communication

Process improvement

Job description

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

The Opportunity:

We are looking for a Manager, Technical Support to lead a team of highly skilled support professionals delivering exceptional service to our global clients. In this role, you will oversee day‑to‑day operations, drive team performance, manage escalations, and collaborate with cross‑functional teams to resolve complex technical challenges. You will play a key role in ensuring an outstanding client experience while supporting the growth and development of your team. This is an exciting opportunity for a people‑focused leader who enjoys working in a fast‑paced, technology‑driven environment.

You are Great At:

• Leading and coaching L2 and L3 Technical Support teams to achieve operational and service excellence.

• Managing client escalations and developing action plans to drive timely resolution of complex issues.

• Building strong relationships with clients and stakeholders while delivering a client‑first experience.

• Overseeing support operations, including workload prioritization, service quality, and policy compliance.

• Partnering with Product Management, Engineering, and Development teams to address critical issues and improve solutions.

• Driving continuous improvement through process optimization and standard operating procedures.

• Supporting talent activities including hiring, onboarding, performance management, and employee development.

What it Takes:

• Previous experience leading technical support, IT operations, or enterprise application support teams.

• Experience with Cyber Security, Cyber Resilience, security compliance standards, and secure enterprise architectures.

• Familiarity with SSL certificates, encryption technologies, authentication protocols, and security best practices.

• Cyber Security certifications and Digital Technology certifications are highly preferred.

• Excellent communication, stakeholder management, and problem‑solving skills, with experience handling executive‑level escalations.