About Us:
GECO Philippines, part of the GECO Asia Group of Companies, is a specialist IT Consulting Services company with headquarters in Singapore and two delivery centers in the Philippines.
Position: Application Support Team Lead | Hybrid
Position Objective / Job Summary:
The Application Support Team Lead provides leadership and guidance to the application support team, ensuring high-quality service delivery, effective incident resolution, and continuous improvement within agreed service level agreements (SLAs). This role oversees day-to-day operations, problem analysis, and collaboration across teams to maintain system stability and customer satisfaction.
Key Responsibilities:
1. Incident Management
- Act as the single point of contact (SPOC) for the application support team regarding incidents.
- Receive and analyze incidents from L1 support, providing guidance and resolution.
- Diagnose faults and determine relationships to known errors or existing incident records.
- Approve or review solutions proposed by team members.
- Lead response to major (P1) incidents, including root cause identification and workaround/solution implementation.
- Communicate with end users and escalate to L3 support when necessary.
- Contribute to knowledge base for continuous process improvement.
2. Problem Management
- Identify potential problems and collaborate with Problem Manager for review and resolution.
- Conduct root cause analysis and implement corrective or preventive actions.
- Document findings, actions, and outcomes for team and process reference.
- Provide approvals for team problem management activities as needed.
3. Change Management
- Review incidents and problems to determine required change requests.
- Approve or guide team member change recommendations and escalate for final approval.
4. Demand Management
- Assign team members to appropriate roles based on current demand.
- Collaborate with project managers and section heads to assess team capacity and staffing requirements.
5. Customer Relationship & Communication
- Maintain high levels of customer satisfaction through professional communication.
- Address user concerns effectively or escalate to appropriate channels.
6. Administrative & Reporting
- Comply with organizational standards and procedures.
- Monitor service deliverables and prepare reports for management.
7. Team Leadership & Development
- Coach, mentor, and motivate team members, supporting their performance and career growth.
- Ensure knowledge transfer and continuity of service within the team.
8. Learning & Development
- Maintain and expand knowledge of supported applications, tools, and processes.
- Stay updated on relevant technology, systems, and process improvements.
9. Other Duties
- Perform additional tasks as assigned to support business objectives.
Principal Relationships:
- Internal: L1/L2/L3 support, Incident & Problem Managers, Project Managers, Section Heads, other IT teams.
- External: Customers, business users, vendors, and third-party system providers.
Requirements:
Education:
- Bachelor’s degree in Information Technology, Computer Engineering, or related field; other degrees considered with relevant experience.
Experience:
- 7+ years in application support, incident, problem, and change management.
- 2–3 years leading and managing a support team.
- Experience with business domain processes relevant to the supported applications.
Skills:
- Strong analytical and problem-solving skills.
- Proficient in relevant technology platforms and tools.
- Deep understanding of incident, problem, and change management.
- Customer-focused with excellent communication skills.
- Fluent in English (written and spoken).
Desirable Traits:
- Servant leadership mindset, mentoring-oriented.
- Calm under pressure, professional, honest, and fair.
- Resourceful, self-motivated, detail-oriented, and persevering.
- Strong sense of urgency and ability to work smart.
Work Conditions:
- Hybrid work setup (3 days onsite in Alabang, 2 days WFH).
Why Join Us?
- Enjoy competitive pay and benefits, with opportunities to grow your career.
- Be part of a collaborative team where your work is valued and innovation is encouraged.
- Work in a supportive environment that promotes work-life balance and personal growth.
How to Apply:
You may click "Apply for this job" button or you may send your updated resume to kca@geco.asia
