Team Leader- Application Support

SPi Global (now Straive); Taguig; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

SPi Global (Straive) in the Philippines seeks a Team Leader - Application Support to supervise a 15-20 member team, ensuring reliable operation of mission-critical business apps and timely incident management.

The role emphasizes transition of features from development to production, process improvements, and automation of manual tasks, with a hybrid 3 days on-site / 2 days work-from-home arrangement.

Qualifications

• 12-15 years of relational database experience (MS SQL Server; Snowflake a plus).
• 12-15 years in incident and problem management.
• 8 years in team management, stakeholder and customer-facing experience in Global Support.
• Enterprise Agile Framework experience (Kanban, SAFe, SCRUM).
• Strong in agile delivery with release management experience and engineering exposure.
• Proven ability to balance and prioritize multiple operations/projects with attention to detail.
• 2-3 years of AI transformation project experience or active learning in AI.
• Knowledge of cloud services, preferably AWS.
• Knowledge of CI/CD pipelines and tools (GitLab, Jenkins, etc.).
• Experience in supporting SaaS systems (e.g. SAP).

Responsibilities

• Manage a team of 15-20 application support members.
• Take P1 tickets regularly and manage related escalations.
• Ensure smooth business application service operations by timely issue resolution.
• Facilitate smooth transition of features from development to production.
• Develop continuous improvement initiatives for application service operations.
• Assist in automating manual activities to improve efficiency.
• Communicate with stakeholders as part of incident/problem management.

Skills

Team leadership

Incident & problem management

Agile frameworks

Release management

AI transformation

Cloud services (AWS)

CI/CD pipelines

SaaS support (SAP)

Tools

Microsoft SQL Server

Snowflake

GitLab

Jenkins

AWS

Job description

Team Leader - Application Support ( 3 days RTO, 2 days WFH)

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)