Senior Application Support Lead — Enterprise Troubleshooter

Datacom; Manila; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Datacom is seeking a Lead Support Analyst (Team Lead) to drive high-quality application support delivery in a complex, enterprise-scale environment. The role blends team leadership with hands-on technical capability to guide complex incidents and service requests.

You will lead a team of Application Support Analysts, manage queues and workload, and serve as the primary offshore contact for the ADM and onsite leads, ensuring performance and seamless collaboration across distributed teams.

Qualifications

• 6–10+ years in application support.
• Experience leading or coordinating support teams.
• Strong troubleshooting across applications, integrations, and data layers; ITIL knowledge.

Responsibilities

• Lead and coordinate a team of Application Support Analysts.
• Manage ticket queues, workload allocation, and service performance.
• Act as the primary offshore contact for the Application Delivery Manager (ADM) and onsite leads.
• Provide advanced troubleshooting for complex incidents and service requests.

Skills

Application support

Troubleshooting

Communication skills

ITIL knowledge

Tools

ServiceNow

Jira Service Management

Job description

Datacom is seeking a Lead Support Analyst (Team Lead) to drive high-quality application support delivery in a complex, enterprise-scale environment. The role blends team leadership with hands-on technical capability to guide complex incidents and service requests.

You will lead a team of Application Support Analysts, manage queues and workload, and serve as the primary offshore contact for the ADM and onsite leads, ensuring performance and seamless collaboration across distributed teams.