IT Application Support Analyst - Hybrid, Growth & Perks

MicroSourcing; Manila; Hybrid; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing, a leading offshore provider of managed services in the Philippines, invites you to join as IT Application Analyst in Eastwood, Quezon City. You will own application incidents from triage to resolution, and monitor performance to ensure stable operations.

This hybrid, dayshift role requires collaboration with internal teams and vendors, adherence to ITIL processes, and commitment to SLAs, with opportunities for growth and better work-life balance.

Qualifications

• Experience in Application Support or a similar IT role.
• Strong ITIL knowledge (Incident, Problem, Change Management).
• Experience using ITSM/Service Desk platforms.
• Analytical, troubleshooting, and problem-solving abilities.
• Willingness to work shifting schedule including a 24/7 on-call roster.

Responsibilities

• Take ownership of application incidents from triage to resolution.
• Troubleshoot and analyze application issues with internal teams and vendors.
• Manage daily support queues and prioritize requests per SLAs.
• Monitor application performance and lead incident investigations.
• Support system enhancements, testing, audits, and continuous improvement.

Skills

ITIL processes

Incident management

Troubleshooting

ITSM platforms

Problem-solving

On-call support

Tools

ITSM platforms

Service Desk software

Job description

Discover your 100% YOU with MicroSourcing!

Position: IT Application Analyst

Location: Eastwood, Quezon City

Work setup & shift: Hybrid | Dayshift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Your Role

As an IT Application Analyst, you will:

• Take ownership of application incidents from initial triage through to successful resolution.
• Troubleshoot, analyze, and escalate application issues while working closely with internal teams and third-party vendors.
• Manage daily support queues, prioritize requests, and ensure timely resolution in accordance with service level agreements (SLAs).
• Monitor application performance, lead incident investigations, and implement workarounds and permanent solutions.
• Support system enhancements, functional testing, audits, and continuous improvement initiatives to optimize application performance.
  
  

What You Need

Non-negotiables

• Experience in Application Support, Application Administration, or a similar IT support role.
• Strong understanding of ITIL processes, including Incident, Problem, and Change Management.
• Experience using IT Service Management (ITSM) or Service Desk platforms.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Willingness to work a shifting schedule and participate in a rotating 24/7 on-call support roster.
  
  

Preferred Skills/expertise

• Experience supporting enterprise or business-critical applications.
• Experience with customer service management platforms.
• Background in retail billing or utility industry applications is highly advantageous.
• Experience working with third-party vendors and managing application support escalations.
• Knowledge of SLA reporting, application monitoring, and continuous service improvement practices.
  
  

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan—it's our commitment. Our way of life. Here, we don't just accept your unique authentic self—we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply.