Offshore Application Support Team Lead (24/7)

Buddle; Manila; Remote; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Health insurance

Internet allowance

KPI incentive program

Fortnightly virtual happy hour

Annual group offsites

Job summary

Buddle is seeking an experienced Application Support Team Lead to guide an offshore support team delivering reliable 24/7 service for business-critical systems. This hands-on leadership role combines people management, technical guidance, and operational oversight across locations.

You will lead Application Support Analysts, manage SLAs, coordinate incidents, and drive improvements in processes, tooling, and knowledge sharing with UK-based teams and stakeholders.

Qualifications

• Direct experience leading, managing, and developing application support, service desk, or technical operations teams.
• Experience managing offshore or geographically distributed teams, including coordinating work across locations and time zones.
• A strong technical support background, with experience supporting production systems across on-premises, cloud, and hybrid environments.
• Hands-on troubleshooting knowledge across Linux, AWS, SQL, web applications, and system logs.
• Experience leading or coordinating P1 and major incidents, managing escalations, and maintaining service delivery within agreed SLAs.
• Experience with ITSM, RMM, and monitoring tools, along with a strong understanding of ITIL practices.
• The ability to analyze incident trends, identify recurring problems, and drive root cause analysis and long-term improvements.
• Strong communication and stakeholder management skills, with the ability to work effectively across technical teams, customers, and senior leadership.
• Excellent organizational and decision-making skills, with the ability to manage competing priorities and maintain service quality under pressure.
• A proactive approach to coaching, knowledge sharing, and building a team that can resolve issues independently while knowing when to elevate.
• Strong attention to detail, sound judgement, and a commitment to continuous improvement and customer satisfaction.

Responsibilities

• Lead and develop the team: Provide day-to-day leadership to Application Support Analysts, set clear expectations, manage performance, identify development needs, and foster a collaborative, accountable, and customer-focused team.
• Manage offshore operations: Coordinate workloads, shift coverage, recruitment, onboarding, training, and handovers to maintain consistent support delivery across locations and time zones.
• Oversee service delivery: Ensure incidents and service requests are prioritised, investigated, and progressed within agreed SLAs. Monitor ticket quality, workloads, service risks, and overall team performance.
• Lead major incident responses: Coordinate or support the resolution of P1 and other high-priority incidents, ensuring clear ownership, effective escalation, timely communication, and appropriate follow-up actions.
• Provide technical guidance: Act as an escalation point for complex technical issues and guide the team through structured troubleshooting across Linux, AWS, SQL, web applications, networking, and infrastructure.
• Maintain system reliability: Oversee monitoring, alerting, operational readiness, and support coverage. Identify gaps and recurring issues that could affect service availability and recommend preventative action.
• Drive continuous improvement: Review incident trends, identify opportunities to improve service quality and efficiency, and work with other teams to strengthen support processes, tooling, automation, and ITSM practices.
• Maintain documentation and knowledge sharing: Ensure incidents, investigations, and resolutions are properly documented. Keep knowledge bases, troubleshooting guides, and operational procedures up to date, and share lessons learned across the team.
• Manage customer and stakeholder relationships: Build strong working relationships with customers, UK-based colleagues, technical specialists, and senior stakeholders. Provide clear updates, manage expectations, and communicate service risks effectively.
• Support new technologies and services: Prepare the team to support new products and technologies, ensuring the right documentation, access, training, and escalation procedures are in place.
• Promote accountability and service excellence: Maintain high standards of technical quality, customer service, governance, and alignment with the wider support organisation.
• Make necessary process suggestions and improvements which can help the team.
• Contributes to team effort by accomplishing related results as needed.
• Perform other related tasks and duties that may be assigned by the client later on.

Skills

Team leadership

Offshore teams

Technical support

Linux

AWS

SQL

Incident management

ITSM

ITIL

Stakeholder management

Communication

Tools

ITSM tools

Monitoring tools

RMM

Job description

Buddle is seeking an experienced Application Support Team Lead to guide an offshore support team delivering reliable 24/7 service for business-critical systems. This hands-on leadership role combines people management, technical guidance, and operational oversight across locations.

You will lead Application Support Analysts, manage SLAs, coordinate incidents, and drive improvements in processes, tooling, and knowledge sharing with UK-based teams and stakeholders.