Location

Philippines

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.

• 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.)