Team Head - Application Support

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

BDO Unibank, Inc. in Ortigas is seeking a senior leader to head the Application Support team, ensuring the availability, stability, security, and continuous improvement of online channels and digital interfaces.

You will manage day-to-day operations, maintain service levels, oversee incident, problem, and change management, and collaborate with Development, Infrastructure, Security, Vendors, and Business Units to deliver reliable services aligned with business objectives and customer experience.

Qualifications

• Bachelor's degree in IT, CS/Engineering or related field.
• 7+ years of Application Support experience, with at least 3 years in a team management role.
• Experience with online channels and digital platforms (online banking or digital platforms).
• Mobile/web application support and portal support experience.
• Knowledge of API/microservices concepts and web/mobile technologies.
• Database concepts and cloud platforms (Azure, AWS).
• Application monitoring/observability using Dynatrace.
• Service management: incident, problem, change, release, SLA.
• Leadership in team development and performance management.
• Willing to work onsite in Ortigas.

Responsibilities

• Lead the Application Support team to ensure availability, stability, security, and continuous improvement of online channels and digital interfaces.
• Manage day-to-day operations and ensure service levels, availability, and performance targets are met.
• Oversee root cause analysis and implement permanent fixes.
• Monitor application health and drive proactive issue resolution.
• Lead incident, problem, change, 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.

Skills

Application Support

Leadership

Team Management

Incident & Change Management

Service Level & Observability

Education

Bachelor's Degree in IT/CS/Engineering

Tools

Dynatrace

Azure

AWS

Job description

About BDO

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.

Job Summary

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.

Key Responsibilities

• 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.

Qualifications

• 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
• Mobile application support, Web portal support
• Technical and Systems Knowledge - Application Architecture, System
• Integrations/Interfaces concepts (APIs, Microservices, etc.), Web and Mobile Technologies
• Database Management concepts, Cloud platforms (Azure, AWS, etc.)
• 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