L2 Technical Support Lead | Hybrid

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: L2 Technical Support Lead | Hybrid 

Key Responsibilities

Incident Management

• Lead and manage major incidents, acting as incident commander when required.

• Resolve escalated technical issues impacting delivery or production stability.

• Monitor team performance against SLAs, KPIs, and operational metrics.

Problem Management

• Investigate recurring technical issues and implement corrective and preventive actions.

• Collaborate with cross-functional teams to ensure efficient problem resolution.

Change Management

• Manage, prioritize, and track L1 escalations and Change Requests to ensure timely production delivery.

• Ensure adherence to ITIL-based processes for incident, problem, and change management.

Administrative and Reporting

• Create and maintain work items in Azure DevOps to support development and support activities.

• Prepare and present service delivery and performance reports to management.

Teamwork and Knowledge Sharing

• Serve as the technical lead and main point of contact for L2 support and development teams.

• Collaborate with L1 Support, Development, NCS, DataLayer, Infrastructure, and QA teams.

• Drive continuous improvement initiatives, including process optimization and automation.

Qualifications

Must Have:

• 4–5+ years of experience in application support, technical support, or related IT roles.

• Experience as an L2 Technical Support Lead, Application Support Lead, or Technical Lead.

• Strong understanding of ITIL service management practices.

• Hands-on experience using Azure DevOps.

• Background in supporting web-based or eCommerce applications.

• Experience working with Azure cloud environments.

• Proficient in Microsoft Excel for reporting and data analysis.

• Strong leadership, coordination, and stakeholder communication skills.

Nice to Have:

• Prior experience in a formal lead or supervisory role.

• Experience mentoring or guiding junior engineers.

Work Conditions:

• Hybrid setup: 3 days onsite in Alabang and 2 days work-from-home (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