Global APOC Engineer: Automation & Incident Management

White & Case LLP; Makati; On-site; PHP 700,000 - 900,000; Full time

Job summary

White & Case LLP Manila Global Operating Center seeks an Engineer to provide Tier 2 APOC support. You will monitor enterprise services, perform 2nd level troubleshooting, and coordinate with global teams for issue resolution. The role requires strong monitoring, incident handling and cross-functional collaboration.

Experience with ITSM tools, cloud and on-prem environments, and automation is preferred. The position supports 24x7 operations and aligns with global service delivery standards.

Qualifications

• Minimum 2 years of experience in Application Support, Application Operations, Service Operations, IT Operations, or a related technical support role.

Responsibilities

• 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.

Skills

Dynatrace

AppDynamics

Splunk

SolarWinds

Azure Monitor

DataDog

New Relic

Log analysis

Incident management

Stakeholder comms

Tools

ServiceNow

Jira Service Management

Remedy

PowerShell

Windows

Linux

Job description

White & Case LLP Manila Global Operating Center seeks an Engineer to provide Tier 2 APOC support. You will monitor enterprise services, perform 2nd level troubleshooting, and coordinate with global teams for issue resolution. The role requires strong monitoring, incident handling and cross-functional collaboration.

Experience with ITSM tools, cloud and on-prem environments, and automation is preferred. The position supports 24x7 operations and aligns with global service delivery standards.