Senior Enterprise App Support Lead

Datacom; Philippines; On-site; PHP 1,200,000 - 2,100,000; Full time

Job summary

Datacom is seeking a Lead Support Analyst (Team Lead) in the Philippines to drive high-quality application support for a large enterprise environment. This role blends team leadership with strong hands-on technical capability across multiple platforms and 200+ applications, coordinating with Australia-based onsite leadership.

You will mentor the support analysts, manage escalations, ensure ITIL-compliant processes, and continuously improve service delivery through runbooks and knowledge capture.

Qualifications

• 6–10+ years of experience in application support
• Experience leading or coordinating support teams
• Strong technical troubleshooting across applications, integrations, and data layers
• Solid understanding of ITIL practices and service management frameworks
• Experience with enterprise ticketing tools (ServiceNow, Jira Service Management)
• Excellent communication across distributed teams

Responsibilities

• Lead and coordinate a team of Application Support Analysts
• Manage ticket queues, workload, and service performance
• Act as offshore contact for ADM and onsite leads
• Provide day-to-day technical guidance and escalation
• Follow ITIL processes and maintain strong documentation

Skills

Team leadership

Application support

Troubleshooting

ITIL practices

ServiceNow

Jira Service Management

Communication

Tools

ServiceNow

Jira Service Management

Job description

Datacom is seeking a Lead Support Analyst (Team Lead) in the Philippines to drive high-quality application support for a large enterprise environment. This role blends team leadership with strong hands-on technical capability across multiple platforms and 200+ applications, coordinating with Australia-based onsite leadership.

You will mentor the support analysts, manage escalations, ensure ITIL-compliant processes, and continuously improve service delivery through runbooks and knowledge capture.