PROFESSIONAL PROFILE 

Dynamic and results-oriented professional with over 5 years of experience in customer support functions and team leadership within the IT industry. Proven track record of managing diverse teams to deliver exceptional end-user support while ensuring optimal performance and customer satisfaction. Skilled in developing and implementing efficient processes and practices to drive continuous improvement. Possess excellent communication and interpersonal abilities with a strong focus on building positive relationships with internal and external stakeholders. 
 

EXPERIENCE 

About You

• Led a team of 10+ Support Engineers spread across multiple sites in the APAC region, ensuring consistent delivery of high-quality customer support. 

• Monitored and managed performance metrics, fostering individual growth and development within the team. 

• Collaborated cross-functionally to identify and implement continuous improvement initiatives, enhancing efficiency and effectiveness. 

• Provided hands-on support for local IT tasks, including hardware and software installation and maintenance, responding promptly to support issues and requests. 

• Supervised local IT support team members, overseeing local IT procurement, account setup for new users, and maintenance of technical documentation and asset inventory. 

• Liaised with global IT teams to ensure alignment with company standards and processes. 

• Demonstrated proactive leadership in resolving technical challenges and driving ITIL best practices. 
   

EDUCATION 

Associate/Bachelor's Degree in Computer Science or equivalent experience 
 

SKILLS 

• Proven leadership skills with experience managing direct reports and collaborating with senior stakeholders. 

• Strong proficiency in popular platforms and software applications, including Microsoft Azure, Office 365, and Exchange. 

• Excellent oral and written communication skills in English, with proficiency in other languages considered an asset. 

• Familiarity with ITIL processes and cloud infrastructure preferred. 

• Willingness to travel across APAC as required (20%-40%). 

• Positive, team-oriented mindset with a proactive approach to learning and adapting to new technologies. 

OFFER 

• A collaborative environment with colleagues from all over the world (Engineering offices in Europe, Asia and US) including various social events and teambuilding. 

• Vibrant and inclusive community, including Women in Tech and Pride groups which welcome all participants. 

• Clearly pre-defined shift schedules with collaborative/inclusive planning. 

• Growth-focused work environment with flexibility. 

• Global Employee Assistance Programme. 

• Calm and Reulay app (leading well-being apps designed to support focus, quality rest, mindfulness, and long-term mental resilience). 

• Structured onboarding process program and online training videos. 

OUR RECRUITMENT PROCESS:  

• Initial (Video) Screening: A quick chat with our Talent Acquisition Partner to understand your background and expectations. 

• Technical (Video) Interview (if applicable): Meet with the Technical team and Hiring Manager to dive into your solution and your expertise, as also discuss team fit. 

• Team (On-site) Interview: Meet with the Manila IT Team to dive into your solution and your expertise, as also discuss team fit. 

• Panel (On-site) Intervew: Meet with other Managers to see team fit.

• Final Steps: Receive feedback and, if successful, an offer!