Lead Support Analyst (Team Lead)
On-siteManila, Metro Manila, Philippines
Job Summary
Lead and coordinate a team of Application Support Analysts while managing ticket queues, workload allocation, and service performance. Act as the primary offshore contact for the Application Delivery Manager and onsite leads to ensure effective handover across the global delivery model. Provide day-to-day technical guidance, coaching, and mentoring, serving as the escalation point for complex incidents and service requests requiring deep-dive troubleshooting and cross-system investigation. Perform advanced triage, issue validation, and isolation, taking ownership of complex defects and configuration changes. Monitor SLA performance, drive consistency in ticket handling, and ensure adherence to ITIL processes for incident, problem, and change management. Identify recurring issues for root cause analysis and contribute to workflow improvements and automation opportunities. This role combines team leadership with strong hands-on technical capability to drive high-quality application support delivery for a complex, enterprise-scale environment supporting over 200 applications across multiple business platforms.
Required Qualifications
- 6–10+ years' experience in application support, including L2/L3 support capability
- Proven experience leading or coordinating support teams
- Strong technical troubleshooting skills across applications, integrations, and data layers
- Experience handling complex triage and fulfilment activities
- Solid understanding of ITIL practices and service management frameworks
- Experience with enterprise ticketing tools (e.g. ServiceNow, Jira Service Management)
- Excellent communication skills with ability to work across distributed teams
Desired Qualifications
- Experience working within a Tier 2 Service Provider environment
- Understanding or exposure to ITIL frameworks and processes
- ITIL Foundation certification or relevant IT certifications
- Experience in Help Desk or Service Desk customer support environments
- Previous vendor management experience
- Customer service training or qualifications
- Experience in Construction industry/applications
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