Application Support Supervisor

SM Development Corporation; Pasay; On-site; PHP 600,000 - 800,000; Full time

Job summary

SM Development Corporation seeks an experienced Applications Administrator to join our IT team in Metro Manila. The role requires Level 2 troubleshooting, monitoring, and collaboration with developers, DBAs, and infrastructure teams to keep enterprise applications running smoothly.

You will manage incidents, performance tuning, and knowledge-base updates while adhering to ITIL practices and security standards; strong SQL, API, cloud, and enterprise app experience is essential.

Qualifications

• Bachelor’s degree in CS/IT or related field.
• Strong communication skills with all levels of staff.
• Ability to work quickly, methodically, and solve problems.
• Solid analytical and problem-solving abilities.
• Customer-focused with a take-charge attitude.
• Ability to work under pressure and manage priorities.
• 4+ years in application administration/management/development.
• Knowledge of application lifecycle management, monitoring, troubleshooting, performance tuning.
• Proficiency with enterprise apps (O365/D365, OutSystems, SAP, DotNet, IIS, Apache).
• SQL and database management (MySQL/Oracle/SQL Server).
• Scripting knowledge (Python, PowerShell, Bash).
• Understanding of APIs, web services, and integration tech.
• Familiarity with cloud platforms (AWS/Azure) is a plus.
• Familiarity with ITIL processes (Incidents, Problems, Changes).

Responsibilities

• Provide Level 2 troubleshooting for applications and support.
• Monitor application performance and identify potential issues.
• Support critical systems like Outsystems, D365, SAP, DotNet.
• Incident management with RCA and knowledge base updates.
• Technical support for outages and cross-team bug resolution.
• System maintenance: updates, patches, tuning, logs, dashboards.
• Collaborate with developers, DBAs, and infra teams; report metrics.
• Ensure compliance with security policies and ITIL processes.

Skills

Good communication skills

Problem solving

Analytical thinking

Customer focus

Working under pressure

Application troubleshooting

Monitoring and performance tuning

Collaboration with IT teams

Scripting knowledge

APIs and integration

Cloud platforms familiarity

ITIL awareness

SQL and database management

Knowledge of multiple applications (O^

Education

Bachelor’s degree in Computer Science / IT

+4 years of relevant experience in application administration/management/development

Tools

Microsoft O365 / D365

OutSystems

SAP

DotNet

IIS

Apache

SQL databases (MySQL/Oracle/SQL Server)

Job description

JOB QUALIFICATIONS AND SKILLS REQUIRED

• 1. Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2. Good oral and written communication skills and the ability to work well with people at all levels
• 3. Must be able to work quickly and methodically; problem solver
• 4. Strong analytical and problem-solving abilities
• 5. Customer focused; a positive, take-charge attitude
• 6. Ability to work under pressure and manage multiple priorities.
• 7. +4 years working experience as application administration, management and/or developer
• 8. Solid knowledge in application lifecycle management that monitoring, troubleshooting, performance tuning, and optimization
• 9. Extensive software and application proficiency covering wide variety of any supported applications (e.g. Microsoft O365 / D365, OutSystems, SAP, DotNet,IIS, Apache, etc)
• 10. Proficiency in SQL and database management (e.g., MySQL, Oracle, SQL Server).
• 11. Knowledge of scripting languages (e.g., Python, PowerShell, Bash).
• 12. Understanding of APIs, web services, and integration technologies.
• 13. Familiarity with cloud platforms (e.g., AWS, Azure) is a plus.
• 14. Familiarity with ITIL processes (Incident, Problem, and Change Management).

DUTIES AND RESPONSIBILITIES

• 1. Provide Level 2 troubleshooting for Applications and Support
• 2. Monitor application performance and proactively identify potential issues.
• 3. Provide necessary support to critical systems like Outsystems, Dynamic 365, SAP, DotNet
• 4. Incident Management
  • a. Investigate and resolve complex application issues escalated from Level 1 support.
  • b. Participate during root cause analysis (RCA) for recurring or critical incidents.
  • c. Document solutions and update knowledge base (KDB / KEDB) for future reference.
  • d. Plan, review and update Method of Procedures (MOP)
  • e. Prepare, analyze and update Application-related Checklist
• 5. Technical Support
  • a. Provide advanced troubleshooting for application errors, performance issues, and system outages.
  • b. Monitor application performance and proactively identify potential issues.
  • c. Collaborate with development teams to resolve bugs and implement fixes.
  • d. 24x7 On-call Incident Analyst for escalated incidents
  • e. Conduct failure point analysis for cross platform systems
• 6. System Maintenance
  • a. Assist in the deployment of application updates, patches, and upgrades.
  • b. Perform routine maintenance tasks to ensure application stability and performance.
  • c. Perform application patching and performance tuning
  • d. Monitor and manage application logs, alerts, and dashboards.
• 7. Collaboration and Reporting
  • a. Work closely with cross-functional teams, including developers, database administrators, and infrastructure teams.
  • b. Prepare and present reports on incident trends, system performance, and support metrics.
  • c. Participate in post-incident reviews and contribute to continuous improvement initiatives.
• 8. Compliance and Security
  • a. Ensure applications comply with organizational security policies and industry standards.
  • b. Assist in identifying and mitigating application vulnerabilities.
  • c. Execute application(s) security (create and maintain users roles and privileges)