Platform Support Manager – API & SaaS Ops

Ingram Micro, Inc.; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Ingram Micro, Inc. seeks a seasoned Technical Support & Operations Manager to lead platform support operations across regions. You will drive performance discipline, establish escalation paths and partner with Product, Engineering and Vendor teams to improve reliability and customer experience.

The role requires 7+ years in technical support and strong leadership to enhance MTTR, CSAT and support quality while developing training materials, runbooks and knowledge assets for the team.

Qualifications

• 7+ years in technical support, platform support, SaaS operations or related field with people management experience.
• Ability to understand platform behavior, APIs, integrations, incident drivers and production issues.
• Experience leading support teams, creating operating discipline and managing escalations.
• Strong KPI management, process improvement, documentation 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 tiered or swarming support models for escalations, 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

KPI management

SaaS operations

Stakeholder management

Mentoring

Job description

Ingram Micro, Inc. seeks a seasoned Technical Support & Operations Manager to lead platform support operations across regions. You will drive performance discipline, establish escalation paths and partner with Product, Engineering and Vendor teams to improve reliability and customer experience.

The role requires 7+ years in technical support and strong leadership to enhance MTTR, CSAT and support quality while developing training materials, runbooks and knowledge assets for the team.