Team Head - Application Support
BDO Unibank
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Job summary
BDO Unibank, Inc. in the Philippines is seeking an experienced Application Support Lead to ensure availability, stability, and performance of online channels and digital interfaces.
You will lead a team, drive proactive issue resolution, and coordinate with Development, Infrastructure, Security, Vendors, and Business Units, onsite in Ortigas.
The role focuses on service levels, incident management, and continuous improvement to support business objectives and customer experience.
Qualifications
- Bachelor’s Degree in IT, Computer Science/Engineering or related field.
- At least 7 years in Application Support, and at least 3 years in team management.
- Experience in Online Channels and Digital Platforms operations.
- Technical knowledge: APIs, Microservices, Web and Mobile technologies.
- Application Monitoring/Observability experience with Dynatrace.
- Service Management: Incident, Problem, Change, Release, SLA management.
- Leadership and People Management, Succession Planning and Stakeholder Management.
- Willing to work onsite and be assigned in Ortigas.
Responsibilities
- Lead day-to-day operations of application support for online channels and digital interfaces.
- Ensure applications meet agreed service levels, availability, and performance targets.
- Oversee root cause analysis and implementation of corrective actions/permanent fixes.
- Monitor application health and drive proactive issue resolution.
- Lead incident, problem, change management, and service transition activities.
- Collaborate with Development/Build/Project, Infrastructure, Security, Vendors, and Business Units.
- Prepare operational reports and present service performance to Management and Business Units.
- Develop team capabilities through coaching and performance management.
- Systems to support: BDO Online Web, BDO Online App, BDO Pay, BDO Corporate Website, eSOA, ACS, EPP Instapay.
Skills
Education
Tools
Job description
BDO Unibank, Inc. is the Philippines’ leading full-service bank, offering a wide range of financial and digital banking services. Guided by our brand promise “We Find Ways,” we are committed to delivering easy, reliable, and customer-focused services. Build your career with a trusted industry leader.
To lead the Application Support team in ensuring the availability, stability, security, and continuous improvement of online channels and digital interfaces, delivering reliable services that support business objectives and customer experience.
- Manage the day-to-day operations of application support for online channels and digital interfaces.
- Ensure applications meet agreed service levels, availability, and performance targets.
- Oversee root cause analysis and implementation of corrective actions/permanent fixes.
- Monitor application health and drive proactive issue resolution.
- Lead incident, problem, change management, and service transition activities of the team.
- Collaborate with Development/Build/Project, Infrastructure, Security, Vendors, and Business Units.
- Prepare operational reports and present service performance to Management and Business Units.
- Develop team capabilities through coaching and performance management.
- Systems to support: BDO Online Web, BDO Online App, BDO Pay, BDO Corporate Website, Electronic Statement of Account (eSOA), Access Control Server (ACS), EPP Instapay, etc.
- Bachelor’s Degree in IT, Computer Science/Engineering or related field
- At least 7 years of experience in Application Support, and at least 3 years in team management role
- Experience in:
- Online Channels and Digital Platforms - Online banking or digital platform operations
- Technical and Systems Knowledge - Application Architecture, System
- Integrations/Interfaces concepts (APIs, Microservices, etc.), Web and Mobile Technologies
- Application Monitoring and Observability - Dynatrace
- Service Management - Incident, Problem, Change, Release, SLA Management
- Leadership and People Management - Team Development, Performance Management
- Succession Planning, Operations Planning, Stakeholder Management
- Must be willing to work onsite and be assigned in Ortigas
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