Manager, Technical Support & Operations

Ingram Micro; Manila; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Ingram Micro in Manila seeks a Technical Support & Operations Manager to lead platform support across Xvantage and related capabilities. The role drives operational standards, oversees incident response, and collaborates with Product, Engineering, Operations, Vendor Management and external partners to resolve issues and improve reliability and customer experience.

The position requires 7+ years in tech support or SaaS operations, strong leadership, and deep KPI, documentation, and continuous

Qualifications

• 7+ years in technical support, platform support, SaaS operations, customer support operations or related field; people management experience required.
• Ability to understand platform behavior, APIs, integrations, incident drivers, production issues, monitoring signals and support impact.
• Experience leading support teams, creating operating discipline, managing escalations and building strong associate engagement.
• Strong KPI management, process improvement, documentation, KCS/self-service and continuous improvement experience.
• Ability to communicate with regional leaders, Product, Engineering, Operations, Vendors and customers with clarity and urgency.

Responsibilities

• Lead, mentor and manage a technical support team responsible for platform support, operational stability, ticket resolution, escalations and customer/vendor experience.
• Set clear objectives, performance standards, operating expectations and feedback routines to improve productivity, engagement and ownership.
• Oversee daily support operations, ensuring user issues are triaged, progressed, resolved and escalated effectively.
• Establish and maintain tiered or swarming support models for escalations, complex issues and critical incidents, coordinating with global and cross-functional teams as needed.
• Serve as escalation point for unresolved technical issues, partnering with Product, Engineering, SRE, DevOps, Vendor teams and external partners to drive resolution.
• Define and track operational KPIs such as MTTR, CSAT, initial response, KCS success rate, ticket volume, re-open rate, bug conversion and cost-to-serve improvements.
• Identify recurring issues and process gaps; implement long-term solutions, streamlined processes, automation opportunities and continuous improvement actions.
• Ensure compliance with regional data privacy, security, support operating standards and required documentation practices.
• Develop training plans, knowledge assets, runbooks and documentation to strengthen team capability and reduce reliance on tribal knowledge.
• Provide regular updates to leadership on operational performance, risks, escalations, customer impact, vendor issues and progress against improvement objectives.

Skills

Technical leadership

People management

SaaS operations

Incident management

KPI management

Customer focus

Job description

It’s fun to work in a company where people truly BELIEVE in what they’re doing!

Job Description:

Role Overview

The Technical Support& OperationsManager is accountable for managing and improving platform support operations for a region,domainor platform portfolio. The role requires technical acumen, problem-solvingstrengthand the ability to lead support teams delivering reliable,efficientand customer-focused service acrossXvantage, X4V, XI and related marketplace capabilities.

The managerestablishesoperational standards, performance discipline, escalation paths, documentation, knowledgepracticesand continuous improvement routines. The role collaborates closely with global support teams, Product, Engineering, Operations, VendorManagementand external partners to resolve issues and improve platform reliability and customer experience.

Key Responsibilities

• Lead,mentorand manage a technical support team responsible for platform support, operational stability, ticket resolution,escalationsand customer/vendor experience.
• Set clearobjectives, performance standards, operatingexpectationsand feedback routines to improve productivity,engagementand ownership.
• Oversee daily support operations, ensuring user issues are triaged, progressed,resolvedand escalated effectively.
• Establish andmaintaintiered or swarming support models for escalations, complexissuesand critical incidents, coordinating with global and cross-functional teams as needed.
• Serve asescalationpoint for unresolved technical issues, partnering with Product, Engineering, SRE, DevOps, Vendorteamsand external partners to drive resolution.
• Define and track operational KPIs such as MTTR, CSAT, initial response, KCS success rate, ticket volume, re-open rate, bugconversionand cost-to-serve improvements.
• Identifyrecurring issues and process gaps; implement long-term solutions, streamlined processes, automationopportunitiesand continuous improvement actions.
• Ensure compliance with regional data privacy, security, support operating standards andrequireddocumentation practices.
• Develop training plans, knowledge assets,runbooksand documentation to strengthen team capability and reduce reliance on tribal knowledge.
• Provide regular updates to leadership on operational performance, risks, escalations, customer impact, vendorissuesand progress against improvement objectives.

Required Experience & Skills

Area

Requirement

Experience

7+ years in technical support, platform support, SaaS operations, customer supportoperationsor related field; people management experiencerequired.

Technical Acumen

Ability to understand platform behavior, APIs, integrations, incident drivers, production issues, monitoringsignalsand support impact.

Leadership

Experience leading support teams, creating operating discipline, managingescalationsand building strong associate engagement.

Operational Excellence

Strong KPI management, process improvement, documentation, KCS/self-serviceand continuous improvement experience.

Stakeholder Management

Ability to communicate with regional leaders, Product, Engineering, Operations, Vendors and customers with clarity and urgency.

SuccessMetrics

• Improved MTTR, CSAT, response discipline, KCSadoptionand overall support quality.
• Reduced recurring issues, avoidable escalations, ticketvolumeand cost-to-serve.
• Strongersupportreadiness for launches, releases, vendoronboardingand platform transitions.
• Higher team capability through training, knowledge management, documentedrunbooksand consistent operating standards.
• Improved collaboration with Product, Engineering, Vendor Management and Operations on systemic issue resolution.