Lead Support Analyst – Team Lead

Datacom

Lead Support Analyst responsible for managing application support for over 200 enterprise applications. Delivering high-quality service with a focus on technical guidance and team leadership in a hybrid model.

Posted 7/22/2026full-timeManila • 🇵🇭 PhilippinesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in application support and team leadership, with a strong focus on technical troubleshooting, ITIL practices, and effective communication across distributed teams. Capable of driving improvements in workflows and ensuring high-quality service delivery.

Highest-signal resume keywords

Application Support LeadershipTechnical Troubleshooting SkillsITIL Process AdherenceEnterprise Ticketing Tools ExperienceComplex Triage and Fulfilment Activities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

L2/L3 Support CapabilityTroubleshooting MethodologiesIssue Validation and IsolationConfiguration ChangesData AnalysisRoot Cause AnalysisService Performance MonitoringWorkflow ImprovementAutomation OpportunitiesKnowledge Capture Standards

Soft Skills

Excellent Communication SkillsCoaching and MentoringCollaboration Across TeamsProactive Problem ResolutionCustomer Service Orientation

Tools & Technologies

ServiceNowJira Service Management

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

Service Provider EnvironmentHelp Desk SupportService Desk SupportConstruction Industry Applications

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Lead and coordinate a team of Application Support Analysts
Manage ticket queues, workload allocation, and service performance
Act as the primary offshore contact for the Application Delivery Manager (ADM) and onsite leads
Ensure effective handover and collaboration across a global delivery model (Australia & Philippines)
Provide day-to-day technical guidance, coaching, and mentoring to support analysts
Act as the escalation point for complex or high-impact incidents and service requests
Ensure consistent application of troubleshooting methodologies, runbooks, and best practices
Support knowledge development and uplift capability across the offshore team
Perform and support advanced triage, including issue validation, isolation, and analysis
Take ownership of more complex incidents, defects, and service requests, including:
- Deep-dive troubleshooting
- Cross-system issue investigation
- Coordination with upstream/downstream systems
Assist with or directly complete complex fulfilment activities, including configuration changes and data-related tasks
Monitor SLA performance and ensure timely resolution of incidents and requests
Drive consistency in ticket handling, categorisation, and escalation
Ensure adherence to ITIL processes (incident, problem, and change management)
Maintain high-quality documentation and knowledge capture standards
Identify recurring issues and contribute to problem management and root cause analysis
Drive improvements in workflows, automation opportunities, and support processes
Promote proactive resolution and reduction of repeat incidents

Requirements

What you’ll need

6–10+ years’ experience in application support, including L2/L3 support capability
Proven experience leading or coordinating support teams
Strong technical troubleshooting skills across applications, integrations, and data layers
Experience handling complex triage and fulfilment activities
Solid understanding of ITIL practices and service management frameworks
Experience with enterprise ticketing tools (e.g. ServiceNow, Jira Service Management)
Excellent communication skills with ability to work across distributed teams
**Nice to have:**
Experience working within a Tier 2 Service Provider environment
Understanding or exposure to ITIL frameworks and processes
ITIL Foundation certification or relevant IT certifications
Experience in Help Desk or Service Desk customer support environments
Previous vendor management experience
Customer service training or qualifications
Experience in Construction industry/applications is preferred

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Datacom Website LinkedIn All Job Openings 5001 - 10000 employees Founded 1974 ☁️ SaaS 🏢 Enterprise 🔒 Cybersecurity SaaS
Enterprise
Cybersecurity Datacom is a leading technology company in Australasia, providing a wide range of services including enterprise application development, cloud solutions, network services, managed IT services, and cybersecurity. With expertise in data intelligence, software engineering, and digital customer experiences, Datacom helps businesses adapt, innovate, and thrive. They offer specialized solutions across various industries such as agriculture, education, and financial services, focusing on optimizing business processes and enhancing customer engagement. Their cloud strategy aligns with business strategy, ensuring seamless adoption and operation across leading cloud technologies. Datacom values sustainability and community engagement, aiming to make a positive difference in people's lives through technology. Lead Support Analyst – Team Lead 🔥 1 hour ago 🏢🏡 Manila – Hybrid ⏰ Full Time 🟠 Senior 📞 Support Engineer ServiceNow Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Lead and coordinate a team of Application Support Analysts
Manage ticket queues, workload allocation, and service performance
Act as the primary offshore contact for the Application Delivery Manager (ADM) and onsite leads
Ensure effective handover and collaboration across a global delivery model (Australia & Philippines)
Provide day-to-day technical guidance, coaching, and mentoring to support analysts
Act as the escalation point for complex or high-impact incidents and service requests
Ensure consistent application of troubleshooting methodologies, runbooks, and best practices
Support knowledge development and uplift capability across the offshore team
Perform and support advanced triage, including issue validation, isolation, and analysis
Take ownership of more complex incidents, defects, and service requests, including:
- Deep-dive troubleshooting
- Cross-system issue investigation
- Coordination with upstream/downstream systems
Assist with or directly complete complex fulfilment activities, including configuration changes and data-related tasks
Monitor SLA performance and ensure timely resolution of incidents and requests
Drive consistency in ticket handling, categorisation, and escalation
Ensure adherence to ITIL processes (incident, problem, and change management)
Maintain high-quality documentation and knowledge capture standards
Identify recurring issues and contribute to problem management and root cause analysis
Drive improvements in workflows, automation opportunities, and support processes
Promote proactive resolution and reduction of repeat incidents 🎯 Requirements
6–10+ years’ experience in application support, including L2/L3 support capability
Proven experience leading or coordinating support teams
Strong technical troubleshooting skills across applications, integrations, and data layers
Experience handling complex triage and fulfilment activities
Solid understanding of ITIL practices and service management frameworks
Experience with enterprise ticketing tools (e.g. ServiceNow, Jira Service Management)
Excellent communication skills with ability to work across distributed teams
**Nice to have:**
Experience working within a Tier 2 Service Provider environment
Understanding or exposure to ITIL frameworks and processes
ITIL Foundation certification or relevant IT certifications
Experience in Help Desk or Service Desk customer support environments
Previous vendor management experience
Customer service training or qualifications
Experience in Construction industry/applications is preferred Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Technical Support Manager 🕒 April 24 Dexcom 10,000+ employees ⚕️ Healthcare Insurance 🧬 Biotechnology Website LinkedIn All Job Openings Technical Support Manager responsible for leading a high-volume technical support team for Dexcom, focusing on service excellence and customer satisfaction in healthcare technology. 🏢🏡 Manila – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer View More Support Engineer Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs