Requirements Must haves: Previous hands-on experience in leading a Support, Software, Applications, or Helpdesk Team.Excellent communication/organization skills and command of business English Technical Background in Infrastructure preferably in CloudAmenable to work on rotating shift scheduleAmenable to work on a hybrid setup (2x WFH/week) in BGC, Taguig Person Specification Drive to investigate, lead, and implement new technologies, recommend improvements, and continuously develop the products we supportKnowledge of agile development/SDLC processes and hands-on participation in sprint planning meetings, daily stand-ups, and sprint retrospectives with UK and Manila teams.Experience in working in multiple time zones/countries and rotating shift systems to align with business demands.Work and communicate effectively with colleagues, end-user clients, and various levels/roles of management Qualifications that would be advantageous for the position: Any Cloud CertificationDegree holder preferably in Information Technology, Computer Science, or Computer Engineering.Familiarity with ITILv3 or ITIL v4Working knowledge of Microsoft Office products and of financial reporting (cost management and optimization) Role Provide pre and post-support for software application releases working in a global team providing 24/7 support using an 8-hour revolving shift pattern. You will be the most senior support analyst within a shift and will provide guidance and coaching to the team.Manage and handle all incident requests for L1 and L2 within the shift. Act as the escalation point for any incidents that may need L3 intervention to our engineers or 3rd party suppliers.Determine root cause analysis, resolve and communicate solutions to customers.Develop competency of the ServiceNow product and build knowledge so functionality can be used to manage incidents and report performance.Assist / Manage the health of the service queue and ensure all deliverables are performed with good qualityManage, coach, and mentor team members on all aspects of the service. Build supporting training material/knowledge transfer to ensure the right level of competency is achieved to support the applications/clients' expectations and their personal growth.Responsible for ensuring the team is meeting performance measures, adhering to SLAs and agreed standards/processes that always provide excellent customer service.Schedule shift patterns/working times and provide backup support to meet the needs of the business/client expectations.Provide regular reporting of performance, KPIs, and specific SLAs or trends to stakeholders on a regular basis.Drive regular Incident Management reviews/audits/surveys and develop strategies for improvement based on lessons learned/survey feedback.Network with other support teams to share best practices and develop the team's impactLiaise and manage communications with stakeholders/customers providing necessary touchpoints, communications, and relationship management