Application Support Team Lead

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Lead and nurture Application Support Analysts through daily leadership, performance management, coaching, and development planning.

• Coordinate workloads for offshore teams, ensuring shift coverage, recruitment, onboarding, training, and handovers across various locations and time zones.

• Manage incidents and service requests within established SLAs.

• Monitor the quality of tickets, workloads, service risks, and team performance.

• Coordinate or assist with P1 and major incident resolutions, including ownership, escalation, communication, and follow-up.

• Provide technical guidance and escalation support across Linux, AWS, SQL, web applications, networking, and infrastructure.

• Oversee monitoring, alerting, operational readiness, and support coverage to ensure system reliability.

• Review incident trends and enhance support processes, tooling, automation, and ITSM practices.

• Maintain incident documentation, knowledge bases, troubleshooting guides, and operational procedures.

• Build strong relationships with customers, UK-based colleagues, technical specialists, and senior stakeholders.

• Prepare the team for supporting new products and technologies.

• Uphold technical quality, customer service, governance, and service excellence.

• Propose process improvements and undertake other related duties as assigned by the client.

⛳️ Requirements

• Seasoned technical support leader.

• Direct experience leading, managing, and developing application support, service desk, or technical operations teams.

• Experience managing offshore or geographically distributed teams across various locations and time zones.

• Strong technical support background in production systems across on-premises, cloud, and hybrid environments.

• Hands-on troubleshooting expertise in Linux, AWS, SQL, web applications, and system logs.

• Experience in leading or coordinating P1 and major incidents, managing escalations, and ensuring service delivery within agreed SLAs.

• Familiarity with ITSM, RMM, and monitoring tools.

• Strong understanding of ITIL practices.

• Ability to analyze incident trends, identify recurring issues, drive root cause analysis, and implement long-term enhancements.

• Excellent communication and stakeholder management skills.

• Outstanding organizational and decision-making abilities.

• Proactive approach to coaching, knowledge sharing, and team development.

• Strong attention to detail, sound judgment, continuous improvement, and customer satisfaction.

• Nice to have: experience in establishing, transitioning, or scaling an offshore support operation.

• Nice to have: experience in supporting 24/7 services, high-availability production systems, or regulated and safety-critical environments.

• Nice to have: knowledge of AWS production infrastructure, including containerized and virtualized applications.

• Nice to have: strong networking knowledge, including protocols, monitoring tools, switches, routers, and firewalls.

• Nice to have: experience in Problem Management, root cause analysis, post-incident reviews, and service transition.

• Nice to have: experience in rail technology or a comparable safety-critical industry.

🏝️ Benefits

• Health insurance.

• Internet allowance.

• KPI incentive program.

• Fortnightly virtual happy hour.

• Annual group offsites.