Engineer, Applications Operations Center

White & Case Global Operations Center Manila; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

White & Case Global Operations Center Manila seeks a Tier 2 Engineer to provide Application Operations Center support for internal customers. You will monitor enterprise services, coordinate escalations, and drive improvements in automation and reliability.

The role focuses on incident management, service restoration, and collaboration with global teams to maintain high availability of business-critical apps. A 24x7 environment and strong stakeholder communication are essential.

Qualifications

• 2 years of experience in Application Support, Application Operations, Service Operations or related technical support
• Experience supporting business-critical enterprise applications and ensuring high service availability
• Strong understanding of application monitoring, event management, incident management, and service restoration processes
• Experience with monitoring and observability platforms such as Dynatrace, AppDynamics, Splunk, SolarWinds, Azure Monitor, DataDog, New Relic or equivalents
• Familiarity with application architecture, web services, APIs, middleware, databases and integrated enterprise systems
• Basic knowledge of SQL for troubleshooting, validation and analysis
• Experience with ITSM ticket platforms such as ServiceNow, Jira Service Management, Remedy
• Understanding of Windows, Linux, Cloud and Server environments from an app support perspective
• ITIL practices including Incident, Problem, Change, Service Request and Major Incident Management
• Major incident bridges, outage management and service recovery experience
• Ability to analyze logs, alerts and dashboards to identify issues and coordinate teams
• Strong communication and stakeholder management; multi-priority handling and SLA adherence
• Industry certifications in ITIL, Microsoft/Azure, APM, or automation are a plus
• Willingness to work in a 24x7 global operating environment
• Experience supporting APOC, Command Center, Major Incident Management or Service Reliability functions

Responsibilities

• Monitor health of enterprise services, automation platforms and supporting infrastructure; perform 2nd level troubleshooting and coordinate escalations
• Conduct operational reviews and validation checks for automated processes and APOC deliverables
• Generate and analyze operational reports and service metrics for performance and trends
• Develop and maintain operational docs, knowledge articles and runbooks with cross-functional teams
• Ensure compliance with procedures, escalation paths, incidents and change management
• Support onboarding, transition and management of new technologies and automation initiatives
• Provide centralized operational support for designated global offices and coordinate with end users and service owners
• Identify opportunities for automation and process optimization to improve efficiency and reliability
• Perform proactive event monitoring and trend analysis to prevent disruptions; coordinate preventative actions
• Support major incident management activities including communications, bridges and post-incident reviews

Skills

Analytical thinking

Problem solving

Stakeholder management

Communication

Tools

Dynatrace

AppDynamics

Splunk

SolarWinds

Azure Monitor

DataDog

New Relic

PowerShell

Jira Service Management

ServiceNow

Remedy

Job description

Our Global Operating Center located in Manila is pivotal to enhancing the Firm’s operational efficiency and streamlining legal and business services support across our global network. Our center provides comprehensive administrative, financial and operational services across office operations, compliance and new business, finance, technology, human resources, innovation and marketing. By centralizing these critical functions, the center ensures consistency and quality in service delivery while reducing operational costs. Through its integrated approach, our Global Operating Center enables the Firm to focus on its core legal services, drive global growth and maintain high standards of client service across all offices.

Position Summary

The Engineer provides Tier 2 technical support to internal customers via the Application Operations Center (APOC) Support Systems.

Duties and Accountabilities:

• Monitor the health of enterprise services, automation platforms, and supporting infrastructure, performing 2nd level troubleshooting and coordinating escalations to appropriate support teams when required.
• Conduct regular operational reviews and validation checks to ensure automated processes, monitoring activities, and APOC deliverables are executed accurately and within defined service levels.
• Generate and analyze operational reports and service metrics, providing insights on system performance, automation effectiveness, service trends, and areas for continuous improvement.
• Develop, maintain, and enhance operational documentation, knowledge articles, and runbooks in collaboration with cross-functional IT and support teams.
• Ensure compliance with established operational procedures, escalation paths, incident management processes, and change management standards.
• Support the onboarding, transition, and operational management of new technologies, services, and automation initiatives as directed by management
• Provide centralized operational support and service coordination for designated global offices, acting as a liaison between end users, support teams, and service owners to facilitate timely issue resolution.
• Identify opportunities for automation and process optimization, driving improvements that enhance operational efficiency, service reliability, and user experience.
• Perform proactive event monitoring and trend analysis to detect potential service disruptions and coordinate preventive actions before business impact occurs.
• Support major incident management activities, including stakeholder communications, bridge coordination, and post-incident reviews to drive continuous service improvement.

Qualifications

• Minimum 2 years of experience in Application Support, Application Operations, Service Operations, IT Operations, or a related technical support role.
• Experience supporting business-critical enterprise applications and ensuring high service availability in a production environment.
• Strong understanding of application monitoring, event management, incident management, and service restoration processes.
• Experience with monitoring and observability platforms such as Dynatrace, AppDynamics, Splunk, SolarWinds, Azure Monitor, DataDog, New Relic, or equivalent tools.
• Familiarity with application architecture, web services, APIs, middleware, databases, and integrated enterprise systems.
• Basic knowledge of SQL with the ability to execute queries for troubleshooting, validation, and analysis purposes.
• Experience with ITSM and ticket management platforms such as ServiceNow, Jira Service Management, Remedy, or equivalent solutions.
• Understanding of Windows, Linux, Cloud, and Server environments from an application support perspective.
• Experience with PowerShell, scripting, workflow automation, or orchestration tools is highly desirable.
• Knowledge of Microsoft 365, Exchange Online, Active Directory, Entra ID, and related business productivity platforms is an advantage.
• Familiarity with Cloud technologies such as Microsoft Azure, AWS, or Google Cloud Platform is an advantage.
• Understanding of batch processing, scheduled jobs, application dependencies, and integration monitoring.
• Knowledge of ITIL practices, including Incident, Problem, Change, Service Request, and Major Incident Management.
• Experience participating in major incident bridges, application outage management, and service recovery activities.
• Ability to analyze logs, system alerts, application performance data, and operational dashboards to identify service-impacting issues.
• Strong analytical and problem-solving skills with the ability to coordinate technical teams during service disruptions.
• Excellent communication and stakeholder management skills, including the ability to provide timely updates to business and technical teams.
• Detail-oriented with the ability to manage multiple priorities while meeting operational and service-level objectives.
• Industry certifications such as ITIL Foundation, Microsoft, Azure, Cloud, Application Performance Monitoring (APM), or Automation-related certifications are an advantage.
• Willingness to work in a 24x7 operational environment supporting global business applications and services.
• Experience supporting Application Operations Center (APOC), Command Center, Major Incident Management, or Service Reliability functions is highly desirable.

This role reports to

Senior Manager, Technology Operations

Equal Opportunities

White & Case is committed to creating a fair workplace. It is our Firm’s policy to recruit, employ, train, compensate, and promote without regard to race, religion, creed, national origin, age, gender, sexual orientation, marital status, military or veteran status, disability, genetic information, or any other category protected by applicable law.
If you require assistance and/or adjustment to participate in our application and/or interview process, please email us. We will be happy to work with you.

The Firm may modify and amend any job description at any time in its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

The above is only a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.