Information Technology Support Team Lead

Confidential; Philippines; Hybrid; PHP 1,800,000 - 3,200,000; Full time

Job summary

Confidential is seeking a Support Lead to guide a hybrid team responsible for stability, availability, and performance of critical business applications. You will lead production and engineering support initiatives, act as escalation point for major incidents, and drive reliability improvements across platforms and services.

You will collaborate with Engineering, Product, Infrastructure, Cybersecurity, and Service Management to ensure readiness for new releases and continuous improvement in ITSM

Qualifications

• 8+ years in Application/Production/Engineering Support or IT Operations.
• Experience leading technology support or engineering teams.
• Strong Major Incident and Problem Management experience.
• Experience supporting enterprise apps in cloud and/or on-prem environments.
• Strong ITSM knowledge and processes.
• Experience with monitoring/observability tools.
• Scripting or automation experience (Python/PowerShell/Shell).
• Excellent stakeholder management and people leadership skills.

Responsibilities

• Lead day-to-day production support operations including incident management and service restoration.
• Manage resolution of critical incidents with root cause analyses and permanent fixes.
• Provide leadership, coaching, and development to support and engineering teams.
• Drive stability via monitoring, observability, automation, and proactive maintenance.
• Collaborate with Engineering, Product, Infrastructure, Cybersecurity, and Service Management for releases.
• Enforce ITSM, Incident, Change, and Problem Management best practices.
• Champion automation and continuous improvement to boost reliability.

Skills

Leadership

Incident management

Root cause analysis

ITSM

Observability

Automation scripting

Cross-functional collaboration

Cloud/on-prem support

Stakeholder management

Tools

Kubernetes

CI/CD pipelines

AWS/Azure

Job description

About the Role

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