Engineer, Applications Operations Center

White & Case LLP; Manila; Hybrid; PHP 600,000 - 1,200,000; Full time

Job summary

White & Case LLP's Global Operating Center in Manila seeks an Engineer to provide Tier 2 technical support for internal customers via the APOC. You will monitor enterprise services, perform second‑level troubleshooting, and coordinate escalations to the right teams.

You will generate operational reports, maintain runbooks, and support onboarding of new technologies while ensuring compliance with incident and change management standards. A 24x7 mindset is essential.

Qualifications

• Minimum 2 years in Application Support or related IT operations.
• Experience with business-critical enterprise applications and high availability.
• Familiarity with monitoring tools and incident management processes.
• ITIL foundations or similar certifications are a plus.

Responsibilities

• Monitor the health of enterprise services, automation platforms, and supporting infrastructure.
• Perform 2nd level troubleshooting and coordinate escalations to appropriate support teams.
• Generate and analyze operational reports and service metrics for continuous improvement.
• Develop and maintain operational documentation, knowledge articles, and runbooks with cross-functional teams.
• Support onboarding, transition and management of new technologies and automation initiatives.
• Participate in major incident management activities, including bridge coordination and post-incident reviews.

Skills

Application monitoring

Incident management

ITSM and ticketing

Windows & Linux servers

PowerShell / scripting

Cloud platforms

SQL basics

Tools

Dynatrace

AppDynamics

Splunk

SolarWinds

Azure Monitor

DataDog

New Relic

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.