Lead IT Support & Reliability (Hybrid)

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

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