Application Support Manager
JoyRide PH
- Antipolo, Philippines80, Marcos Hwy, Mayamot, Antipolo, Rizal, PhilippinesAntipoloRizalPhilippinesPhilippinesTELECOMMUTE
- Full timeFULL_TIME
Job Description
Application Support Manager
We are seeking a highly skilled and experienced Application Support Manager to oversee our technical operations and lead our technical support team. This role is pivotal in improving the quality of our operations and spearheading the enhancement of our incident management processes. The ideal candidate will have a strong background in technical operations within a SaaS environment, with substantial experience in cloud applications and platforms. This individual will collaborate closely with Engineering Managers and Support Group Managers to ensure all reported issues are addressed and monitored until resolution.
Key Responsibilities:
- Oversee the technical operations and lead the technical support team to ensure the highest quality of service and operational efficiency.
- Develop, implement, and optimize incident management processes to ensure timely resolution of all reported issues.
- Work closely with Engineering Managers and Support Group Managers to monitor and manage incidents, ensuring they are tracked from reporting through to resolution.
- Establish and maintain performance metrics to monitor the effectiveness of the technical support team and identify areas for improvement.
- Provide technical guidance and support to the team, fostering a culture of continuous learning and development.
- Manage escalations and ensure that critical issues are addressed promptly and effectively.
- Implement best practices for system monitoring, maintenance, and support to minimize downtime and improve system reliability.
- Collaborate with product development teams to understand new features and changes, ensuring the support team is well-prepared to assist users.
- Drive initiatives to improve customer satisfaction and operational efficiency.
- Stay updated on the latest industry trends and technologies to ensure our technical support operations remain at the cutting edge.
Minimum Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Proven experience in technical operations management, preferably in a SaaS environment.
- Strong background in cloud applications and platforms such as AWS, Google Cloud, or Azure.
- Demonstrated experience in incident management and technical support.
- Excellent leadership and team management skills.
- Strong analytical and problem-solving abilities.
- Exceptional communication and interpersonal skills.
- Ability to work effectively in a fast-paced, dynamic environment.
- Familiarity with ride-hailing services or similar industries is a plus.
Perks and Benefits
- Employee Discounts
- Work from Home
- Medical / Health Insurance
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- Marcos Hwy, Mayamot
About JoyRide PH
JoyRide is the first and only homegrown superapp in the Philippines that offers a diverse range of ride-hailing and delivery services. With over 10 million app downloads, JoyRide operates 24/7 in different cities, catering to the needs of commuters in Metro Manila, Rizal, Bulacan, Cavite, Laguna, Cebu, and Baguio City, and soon set to expand its services to Pampanga and Ilocos Norte. JoyRide began its journey as a Motorcycle Taxi (MC Taxi) service, challenging the existing ride-hailing monopoly in the country, and has now expanded to offering 4-wheel options like JoyRide Car, JoyRide Taxi Cab, and JoyRide Super Taxi. Guided by its vision of becoming the country's premier mobility company, JoyRide is steadfast in its commitment to continually explore accessible, efficient, and innovative technology-driven mobility solutions that empower and positively impact the various communities it serves.