Cyber Security Support Manager - Technical Escalations

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 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