Information Technology Support Team Lead

Confidential; Makati; Hybrid; PHP 180,000 - 320,000; Full time

Job summary

Confidential in the Philippines seeks a Support Lead to steer a hybrid team of Application and Engineering Support professionals responsible for stability, availability, and performance of critical platforms and services.

The role serves as a key escalation point for major incidents, collaborating with cross‑functional technology and business teams to drive reliability through monitoring, automation, and ITSM practices.

Qualifications

• 8+ years in Application/Production/Engineering Support or IT Operations.
• Experience leading technology support or engineering teams.
• Strong in Major Incident Management, Problem Management, RCA.
• Experience with enterprise apps in cloud or on‑prem.
• Solid ITSM knowledge and incident handling experience.
• Experience with monitoring/observability tools.
• Knowledge of Linux/Unix and Windows environments.
• Scripting/automation skills (Python/PowerShell/Shell).
• Excellent stakeholder management and leadership skills.

Responsibilities

• Lead day-to-day production support operations including incidents and service requests.
• Own resolution of critical production incidents with root cause analysis and permanent fixes.
• Provide coaching and development for support and engineering staff.
• Drive stability through monitoring, observability, automation, and proactive maintenance.
• Collaborate with Engineering, Product, Infrastructure, and Cybersecurity to ensure production readiness for releases.
• Uphold ITSM, Incident, Change, and Problem Management practices.
• Champion automation and continuous improvement to boost reliability and efficiency.

Skills

Leadership

Incident Mgmt

Stakeholder mgmt

Communication

People leadership

Observability tools

Tools

Monitoring tools

Observability tools

Databases

APIs

Linux/Unix

Windows

Python

PowerShell

Shell scripting

Job description

We are looking for a Support Lead to lead a hybrid team of Application Support and Engineering Support professionals responsible for ensuring the stability, availability, and performance of critical business applications and platforms. The role combines leadership of production support operations with engineering-driven initiatives focused on reliability, automation, operational excellence, and continuous improvement.

As the Support Lead, you will serve as a key escalation point for major incidents, collaborate with cross-functional technology and business teams, and drive initiatives that enhance application stability, resiliency, and supportability.

Key Responsibilities

• Lead day-to-day production support operations, including incident management, service restoration, issue escalation, and service request fulfillment.
• Manage and lead resolution efforts for critical production incidents, including root cause analysis and implementation of permanent fixes.
• Provide leadership, coaching, and development to support and engineering team members.
• Drive application stability and reliability through monitoring, observability, automation, and proactive maintenance initiatives.
• Partner closely with Engineering, Product, Infrastructure, Cybersecurity, and Service Management teams to ensure production readiness for new releases and enhancements.
• Promote operational excellence through adherence to ITSM, Incident, Change, and Problem Management practices.
• Champion automation and continuous improvement initiatives to improve operational efficiency and reliability.

Qualifications

Required Experience

• 8+ years of experience in Application Support, Production Support, Engineering Support, or IT Operations roles.
• Experience leading technology support or engineering teams.
• Strong background in Major Incident Management, Problem Management, and Root Cause Analysis.
• Experience supporting enterprise applications in cloud and/or on-premises environments.
• Strong understanding of IT Service Management (ITSM) processes.
• Experience working with application monitoring and observability tools.
• Working knowledge of databases, APIs, system integrations, and operating environments such as Linux/Unix and Windows.
• Experience with scripting or automation technologies such as Python, PowerShell, or Shell Scripting.
• Strong stakeholder management, communication, and people leadership skills.

Preferred Experience

• Banking, Financial Services, FinTech, or other highly regulated industries.
• Site Reliability Engineering (SRE) practices.
• Cloud platforms such as AWS or Azure.
• CI/CD pipelines and release automation.
• Kubernetes, containerized environments, and cloud-native technologies.
• Experience leading major incident response or crisis management teams.

Why Join Us?

This role offers the opportunity to lead mission-critical support and engineering functions that directly impact the reliability and performance of key business platforms. You will work with senior technology leaders, drive operational excellence initiatives, and contribute to the continuous evolution of digital banking and technology services