Manager, Support

Manager – Technical Support/Application Support Manager

Location: BGC, Metro Manila, Philippines

Tricentis is looking for a Support Manager located in Manila, Philippines to become a key member of our global support leadership team. This role includes responsibility for the Manila Support organization, who will be engaged in assisting customers and partners in technical issue identification and resolution.

The Support Manager is expected to perform the following tasks;

• Provide guidance and support to Tier 1 Support team members.
• Manage both internal stakeholders and external customers. Respond to customer expedites and escalation.
• Assess and facilitate the development and proficiency in both technical skills and general customer service skills.
• Ensure that all support emails/tickets are attended to and resolved promptly and comprehensively.
• Maintain good collaboration between end-customers, internal stakeholders, and other functional support areas to provide insightful ideas on process improvements and customer service delivery.
• Ensure that all OLAs and SLAs are met and achieved satisfactorily.
• Deliver superior level service to end-user customers and act as point-of-contact for escalated issues to ensure appropriate response and focus of support teams.
• Capable of coordinating a 24/7 support shift model while maintaining a positive, inclusive, safe and collaborative working environment.
• Host, facilitate, and/or join support team meetings.
• Evaluate and manage team members. Conduct regular cadence meetings for performance discussions.

• Must possess a Bachelor of Science in Computer Science, Information Technology or equivalent degree.
• Must have at least 4-5 years of relevant working experience in a Support operations. Ideally 1-2 years working in a operations management capacity.
• A good understanding of the Software Development and Software Testing Life Cycle is a plus.
• Above average customer interaction and communication skills, both verbal and written. Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.
• Must exhibit an effective customer service attitude and be able to lead a team in resolving difficult customer situations.
• Strong familiarity and experience of ITIL best practices in Support Desk/Service Desk operations.

• Skilled in hiring, leading and motivating talented support specialist.
• Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.
• Highly proficient in pulling data and creating reports from various sources like ServiceNow, PowerBI and MS Excel.
• Must be motivated by challenges and be able to offer multiple solutions for a problem.
• Able to develop individual and team objectives to contribute positively to organizational goals and company values.
• Proven ability to work in a fast-paced environment and high level of resilience.
• Practices effective and appropriate communication skills, providing valuable feedback and constructive criticism when needed.
• Exhibits empathy and consideration for all ideas and suggestions provided by peers and subordinates and provides opportunities for open discussion and evaluation of those ideas.

• Market conform salary + success-oriented bonus
• Health insurance and benefits
• Favorable working atmosphere in a rapidly expanding company
• Personal and professional development
• Permanent, full-time employment