Responsible for ensuring that application support services are delivered in line with agreed SLAs. Manages service performance, drives continuous improvement, and acts as the main point of contact for service-related matters. Collaborates with technical and business teams to monitor, forecast, and optimize service quality. Ensures alignment with ITSM processes and supports governance of application support operations.

Tasks:

• Engage in daily collaboration and communication with customers.
• Maintain daily collaboration with the support team.
• Handle escalation management by addressing complex issues and coordinating with relevant teams.
• Review, monitor and manage the results of OPS KPIs defined per service.
• Define and negotiate OPS KPIs if missing or it need to be adjusted.
• Initiate, define, lead, and prioritizes process improvements.
• Provide coaching and guidance to support teams.
• Serve as the first level of escalation.
• Responsible for SLAs and all other defined OPS metrics (like MTTR, CWT, QOS).
• ITSM processes (Incident Management, Problem Management, Fulfilment Requests, Change Management).
• Prepare and lead Monthly Service Review.
• Regular reporting on Solution Support status.
• Maintain and update regular support communication templates.
• Ensure high quality of communication (on time, proper templates, accurate frequency).
• Ambassador of Lingaro Core Values.
• Regular review of support teams capabilities and skillset.

Qualifications:

• For Lead level: Minimum of 4 years of experience as an independent SLM in application support governance
• For Senior level: Minimum of 6 years of experience as an independent SLM in application support governance
• Experience in IT Operations
• Solid understanding of and experience with ITSM processes
• Strong leadership skills, sense of ownership, and proactivity
• Willingness to grow and develop within the IT Operations area
• Good understanding of the Customer's business and how IT contributes to the
• delivery of service.
• ITIL certification (e.g. ITIL v.3 Foundation, ITIL v.3 Service Operations, ITIL 4 Foundation)
• Excellent communication and negotiation skills
• Able to interact successfully with all levels of the Customer and IT Provider organization
• Has a good technical understanding and an ability to translate technical
• requirements and specifications into easily understood business concepts and vice versa
• Nice to have: SLA and OLA negotiations, Support estimates proposal (in terms of FTE, coverage, roles, etc.), Strong knowledge and experience in contract/supplier management, Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization’s limits (resource, budgetary, legal, etc.)

Offer

• Stable employment. On the market since 2008, 1200+ talents currently on board in 7 global sites.
• “Office as an option” model. You can choose to work remotely or in the office.
• Flexibility regarding working hours and your preferred form of contract.
• Comprehensive online onboarding program with a “Buddy” from day 1.
• Cooperation with top-tier engineers and experts.
• Certificate training programs. Lingarians earn 500+ technology certificates yearly.
• Upskilling support. Capability development programs, Competency Centers, knowledge sharing sessions, community webinars, 110+ training opportunities yearly.
• Grow as we grow as a company. 76% of our managers are internal promotions.
• A diverse, inclusive, and values-driven community.
• Autonomy to choose the way you work. We trust your ideas.
• Create our community together. Refer your friends to receive bonuses.
• Activities to support your well-being and health.
• Plenty of opportunities to donate to charities and support the environment.
• Modern office equipment. Purchased for you or available to borrow, depending on your location.
• Great Place to Work Certified Employer in the Philippines

Please refer to job description.