Platform Support & Operations Manager

Ingram Micro; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Ingram Micro is seeking a Manager of Technical Support & Operations to lead platform support and ensure reliable, efficient customer service across Xvantage and related capabilities. You will guide a team, set operational standards and collaborate with Product, Engineering and Vendor partners to improve platform reliability.

The role emphasizes problem solving, escalation management, incident response, knowledge management and continuous improvement to drive customer satisfaction and business

Qualifications

• 7+ years in technical support, platform support or SaaS operations with people management experience.
• Ability to understand platform behavior, APIs, integrations and incident drivers.
• Strong leadership, operating discipline and ownership mindset.
• Proven track record in KPI management, process improvement and self-service enablement.

Responsibilities

• Lead, mentor and manage a technical support team delivering platform support and customer experience.
• Set clear objectives, performance standards and feedback routines to boost productivity and engagement.
• Oversee daily operations ensuring issues are triaged, progressed and resolved.
• Establish tiered or swarming models for escalations and critical incidents with cross-functional partners.
• Define and track KPIs such as MTTR, CSAT, ticket volumes and cost-to-serve.

Skills

Technical leadership

SaaS operations

KPI management

Stakeholder communication

Incident management

Job description

Ingram Micro is seeking a Manager of Technical Support & Operations to lead platform support and ensure reliable, efficient customer service across Xvantage and related capabilities. You will guide a team, set operational standards and collaborate with Product, Engineering and Vendor partners to improve platform reliability.

The role emphasizes problem solving, escalation management, incident response, knowledge management and continuous improvement to drive customer satisfaction and business