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: Service Delivery Lead | Hybrid
Key Responsibilities
Incident Management
- Lead and manage major incidents, acting as the primary escalation point when required.
- Resolve escalated technical issues impacting service 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, QA, Infrastructure, and other teams.
- Drive continuous improvement initiatives, including process optimization and automation.
Qualifications
Must Have:
- 5+ years of experience in service delivery, application support, or related IT roles.
- Experience as a Service Delivery Lead, L2 Technical 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:
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
