Platform Support & Operations Lead

Ingram Micro Philippines BPO LLC; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Ingram Micro Philippines BPO LLC is hiring a Technical Support & Operations Manager to lead platform support across Xvantage, X4V, XI and related marketplace capabilities. You will drive operational standards, improve reliability and customer experience while partnering with Product, Engineering and global teams.

The role emphasizes escalation management, KPI discipline and a strong focus on knowledge management, documentation and continuous improvement to reduce incidents and improve service

Qualifications

• 7+ years in technical support, platform support, SaaS operations or related field.
• Experience leading support teams and establishing operating discipline.
• Proven ability to manage escalations, incident response and cross‑functional collaboration.
• Strong focus on process improvement, documentation and knowledge management.

Responsibilities

• Lead and mentor a technical support team responsible for platform support and customer/vendor experience.
• Set objectives, performance standards and feedback routines to improve productivity and ownership.
• Oversee daily operations ensuring issues are triaged, progressed and resolved; escalate as needed.
• Establish tiered or swarming support models for escalations and critical incidents with global teams.
• Coordinate with Product, Engineering, Operations and Vendors to drive resolution of issues.
• Develop and track KPIs (MTTR, CSAT, response times, ticket volumes) and cost‑to‑serve improvements.
• Identify gaps, implement long‑term solutions, automation opportunities and continuous improvement actions.
• Ensure compliance with data privacy, security and documentation standards.

Skills

Technical acumen

People management

KPI management

Incident management

Stakeholder communication

Operational excellence

Job description

Ingram Micro Philippines BPO LLC is hiring a Technical Support & Operations Manager to lead platform support across Xvantage, X4V, XI and related marketplace capabilities. You will drive operational standards, improve reliability and customer experience while partnering with Product, Engineering and global teams.

The role emphasizes escalation management, KPI discipline and a strong focus on knowledge management, documentation and continuous improvement to reduce incidents and improve service