Team Leader- Application Support

Straive; Taguig; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Straive is seeking an experienced Application Support Manager in Taguig to lead a 15–20 person team, coordinate P1 incident responses, and ensure reliable operation of enterprise SaaS applications. The role emphasizes aggressive problem resolution, agile delivery, and continuous improvement across cloud-enabled services.

The ideal candidate will exhibit 8+ years in support leadership, strong database and release management skills, and familiarity with AI transformation initiatives.

Qualifications

• Extensive experience with relational databases (MS SQL Server preferred).
• Deep experience in incident and problem management across global support.
• Strong team leadership with customer-facing exposure.
• Experience with Agile frameworks (Kanban, SAFe, SCRUM) and enterprise delivery.
• Release management experience and engineering exposure.
• Ability to balance multiple operations/projects with attention to detail.
• Experience in AI transformation projects or active learning in AI.
• Knowledge of cloud services, preferably AWS.
• Familiarity with SaaS systems (e.g., SAP).

Responsibilities

• Lead a team of 15–20 application support members.
• Handle P1 tickets and manage escalations.
• Ensure smooth operation of business applications and timely issue resolution.
• Oversee transitions of features from development to production.
• Drive continuous improvement and optimization of service operations.
• Assist automation of manual activities to improve efficiency.
• Communicate effectively with stakeholders during incidents and problems.

Skills

Relational databases

Incident management

Problem management

Team management

Enterprise Agile Framework

Agile delivery

Release management

AI Transformation awareness

Cloud services

SaaS support

Tools

GitLab

Jenkins

CI/CD tools

Job description

Key responsibilities

• Manage a team of application support of at least 15-20 team members
• Take account of P1 tickets on a regular basis and manage escalations related to operational topics
• Ensure smooth business application service operations by resolving issues in a timely manner
• Facilitate smooth transition of application features from development to production environments
• Actively develop continuous improvement initiatives and optimization of business application service operations
• Assist in the automation of existing manual activities to improve the consistency and efficiency of business application service delivery to end users
• Effectively communicate to stakeholders as part of incident/problem management

Skills and Experience Required:

• 12-15 years' experience in relational databases (preferably Microsoft SQL Server, Snowflake is a plus)
• 12-15 years' experience in incident and problem management
• 8 years of team management, stakeholder and customer facing experience in Global Support Set-up
• Enterprise Agile Framework experience (e.g., Kanban, SAFe, SCRUM)
• Strong in agile delivery, with release management experience and engineering exposure
• Proven ability to balance and prioritize multiple operations/projects at a time, while maintaining sharp attention to detail
• 2-3 years of AI Transformation project experience or actively learning in Artificial Intelligence
• Knowledge in cloud services, preferably AWS
• Knowledge in CI/CD Pipelines and Tools (GitLab, Jenkins, etc.)
• Experience in supporting SaaS systems (e.g. SAP)