Linux Level 2 Support Team Lead

NCR COMMERCE PHILIPPINES INC.; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

NCR COMMERCE PHILIPPINES INC. is seeking an EDGE L2 Shift Team Leader/Senior Engineer to own shift operations and drive a proactive support function for global customers.

The role emphasizes shaping scope, tooling, and processes within a new team and ensuring efficient delivery of support services. You will lead a team, manage workloads, maintain SLA adherence, and deliver high-quality documentation while coordinating incidents and projects across EDGE Support Operations from Cebu City.

Qualifications

• Experience in IT operations with Linux and strong networking fundamentals.
• Experience with monitoring tools such as Nagios, CheckMK, Prometheus, and Grafana.
• Proficient with cloud services and containerization (AWS, GCP, Azure; Kubernetes and Docker).
• Excellent English communication, customer-facing aptitude, and problem-solving skills.
• Willingness to learn and apply new technologies.
• Desirable knowledge of Windows environments, resilient storage, shell scripting, and security practices.

Responsibilities

• Owns all operational tasks during the assigned shift and ensures SLA compliance.
• Builds and trains a high-performing support operations team.
• Plans and organizes workload to meet deadlines and business needs.
• Provides leadership and coaching, including performance appraisals and recruitment support.
• Leads incident response for P1/major incidents and coordinates resolution.
• Ensures high-quality documentation for all support activities.
• Monitors live EDGE software and infrastructure, troubleshoots issues, and escalates as needed.
• Coordinates resources for support requests, maintenance, and new projects.

Skills

Linux

LAN/WAN

DNS/DHCP

Firewalls

VPNs

Routing & Switching

Nagios

CheckMK

Prometheus

Grafana

AWS

GCP

Azure

Kubernetes

Docker

English proficiency

Analytical thinking

Learning mindset

Shell scripting

Tools

Nagios

CheckMK

Prometheus

Grafana

Docker

Kubernetes

AWS

GCP

Azure

Job description

About the role

You will be fully responsible for your shift and ensure that we deliver a proactive world-class support service to all our global customers. As both this role and the team are a new function, there will be emphasis for this role to contribute to defining and shaping of the scope, deliverables, toolsets and processes associated with this team. You will work to ensure the efficient running of EDGE Support Operations, providing technical support in all areas of the shift activities. This role will require a strong analytical thinker who enjoys solving problems and thrives in a high-pressure environment with shifting priorities. The EDGE L2 Shift Team Leader/Senior Engineer will need to assess multiple situations to determine tactical steps forward alongside leading a team in implementing a strategic plan. Highly organized and with exceptional attention to detail you'll be able to effectively plan and prioritize your team's workload, as well as accurately measuring and reporting on their progress.

Key responsibilities

• Responsible for all operational support and tasks during your shift

• Building the best Support operations team in the industry, including training and supporting the team as it grows

• Planning and organizing workload of your shift team, ensuring priorities are addressed, and work is scheduled within the timescale required

• Provide leadership to the shift teams, instilling a culture of quality, service-centricity and professional pride in the activities and achievements of the team; to include work allocations, assisting leadership with appraisals and recruitment

• Ensuring all support requests are dealt with within SLA and to our customers' satisfaction

• Ensuring there is high quality documentation for the support Team to refer to for all tasks

• Ensure implementation of any relevant policies, procedures, and standards to ensure all tasks are appropriately controlled

• Taking a lead role in assisting and coordinating any P1/major incidents

• Work with your team to provide the appropriate resources for any support requests, maintenance, and new projects, working together to ensure that work is delivered on time and fully meets the business requirements

• Monitoring live customers' EDGE software and infrastructure, troubleshooting issues and escalating issues to the wider EDGE Support Team

About you

• Minimum of 1 year's experience in an IT Operational support role working with Linux operating systems

• Good understanding of core network technologies – LAN/WAN, VPN's, VNC, Routing/Switching, DNS, DHCP and Firewalls

• Experience of industry standard Monitoring solutions - such as Nagios, CheckMK, Prometheus and Grafana

• Experience with Cloud Services and Containerization technologies - such as AWS, GCP, Azure, Kubernetes, and Docker

• Experience working in a customer-facing technical role which requires solid technical aptitude, excellent English - written and oral communications skills, and the ability to deal effectively with people at all levels and in different situations

• Strong analytical skills with proven problem-solving ability

• Demonstrated willingness to learn and apply innovative technology

• Desirable experience with Windows operating systems, CouchDB, Resilient and redundant file systems (ideally ZFS and DRBD, alternatively advanced knowledge of similar such as btrfs, LVM, RAID, CEPH, and other clustering solutions), Shell scripting (ideally BASH, or Python, Perl, Ruby, PowerShell etc.), Exposure to working in security sensitive environments, AI/machine learning