MANAGER - L3 TECHNICAL SUPPORT

Asticom Technology Inc; Metro Manila; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

SSS/PhilHealth/Pag-IBIG

13th Month Pay

HMO

Paid vacation & sick leaves

On-Call allowance

Job summary

Asticom Technology Inc. is seeking a Manager for Level 3 Technical Support to lead the advanced support group, manage critical escalation incidents and drive system reliability.

The role requires 5+ years in technical support operations with leadership, a Bachelor’s degree in IT/CS/Engineering, and a strong background in system administration, networking and ITIL incident management. Hybrid work setup included with on-site duties in the Metro Manila area.

Qualifications

• Bachelor’s degree in IT, Computer Science, or Engineering.
• 5+ years in advanced technical support operations with leadership.
• Strong background in system administration and networking.
• Experience with ITIL incident management and client handling.

Responsibilities

• Manage L3 support engineers and ensure SLA adherence for complex incidents.
• Serve as highest escalation point for critical bugs and infrastructure failures.
• Collaborate with engineering, DBA, and networking teams for root cause fixes.
• Oversee service management processes and knowledge base development.

Skills

Leadership

SLA management

Client management

System administration

Education

Bachelor's degree in IT/CS/Engineering

Tools

ITIL

Job description

Job Details: We are seeking a Manager for Level 3 Technical Support to lead our advanced technical support group, manage critical escalation incidents, and drive system reliability.

• POSITION: Manager - L3 Technical Support

• WORK SETUP: Hybrid / On-site

JOB RESPONSIBILITIES:

• Manage L3 support engineers and ensure strict SLA adherence for complex technical incidents

• Serve as highest escalation point for critical system bugs, infrastructure failures, and client issues

• Partner with engineering, DBA, and network teams to drive root cause analysis and permanent fixes

• Oversee service management processes and technical knowledge base development

QUALIFICATIONS:

• Bachelor's degree in IT, Computer Science, or Engineering

• At least 5+ years experience in advanced technical support operations with leadership experience

• Strong background in system administration, networking, and ITIL incident management

• Excellent conflict resolution and client management skills

BENEFITS:

• Mandatory PH Statutory Benefits (SSS, PhilHealth, Pag-IBIG)

• 13th Month Pay

• HMO / Medical Insurance Coverage

• Paid Vacation & Sick Leaves

• On-Call / Standby Allowances