Application Support Lead

makati City

Company Description

We Dream. We Do. We Deliver.

We are a leading data-driven & technology-enabled full-service agency that specializes in the delivery of unique, personalized customer experiences across several platforms and devices. We partner with the Top 500 companies in the DACH region and in Eastern Europe and focus on customer experience transformation and CXM.

Our 1800 digital enthusiasts are innovating the way brands are built, through providing expertise in Digital Transformation strategy, MarTech platforms, Creativity, UX, CRM, Data, Commerce, Mobile, Social Media, Intranet and CMS. We are part of the global Merkle brand, the largest brand within the dentsu group, who shares with us a network of over 66,000 passionate individuals in 147 countries.

Job Description

The Application Support Lead is accountable in ensuring that the support and maintenance support services are delivered in accordance to agreed SLAs  run like a factory. In order to create additional value for our customers and increase our internal profitability, the Application Support Lead will be responsible in improving and innovating the processes and implement/maintain new support technologies. Customer-centric, end-to-end oriented service mindset (from the end user until the supplier) and pro-activeness are the fundamental building blocks to achieve the goals.



People management

  • Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities
  • Prioritize Work
  • Goal setting and performance assessment

Ticket Resolution and Management

  • Provide first class technical support of the application system in a timely and efficient manner.
  • Liaise with the support teams to communicate issues raised by the business.
  • Coordinate with other internal teams, Brokers and vendors in order to respond to incidents and resolve issues promptly so as to restore normal services to the business.
  • Track issues effectively using ITIL approved methodology (incidents, changes, requests and problems)
  • Ensure root cause analysis is undertaken for all high priority incidents.

Trend Analysis

  • Perform trend analysis based on a mutually agreed approach
  • Define findings based on data or other source of input
  • Determine and present actions
  • Create problem tickets based on agreed actions
  • Implement resolution (if resolution is within the team)
  • Coordinated resolution if the resolution is across multiple teams
  • Perform retrospective to capture results and lessons learned

Knowledge Management

  • Maintain a knowledge base regarding support issues and their resolution using SharePoint, wiki, Jira and ITSM collaboration tools.
  • Build a working knowledge of the systems and business area to provide a high level of support.
  • Maintain internal team documentation – process changes, configuration documents, etc.
  • Maintain the testing material required for supporting ongoing operations
  • The incumbent will ensure the entire business solution is documented across the different platforms/ interfaces/ technologies


  • Perform application monitoring activities that covers the full business service (solution components and integrations)
  • Coordinate with other support groups as required
  • Each project team will provide a document with instructions
  • Act upon any monitoring alerts

Escalation management

  • If P1, activate the required P1 process, inform indicated stakeholders, escalate to pre-assigned client employee if an incident is unresolved after half the SLA time
  • Escalate the cases to the project team when the knowledge of the support team is not yet up to speed to fix the issue
  • Escalate the cases to the different support groups (client will provide a document about support groups in JIRA SERVICE DESK) when needed

Technical skills:

  • 5+ years of experience or vendor or stakeholder management
  • 5+ years leading a team of high performing application support managers
  • 5+ years of experience in IT support activities
  • ITIL, certified in foundation level or higher
  • Azure API or General API knowhow (nice to have)
  • Atlassian Confluence and Atlassian Jira Service desk (must have) and ServiceNow (must have) and PowerBI (nice to have)
  • Deep knowledge in the following ITIL processes and ability to apply them in daily business as well as consulting the client in them: incident management, problem management, escalation management, monitoring and event management, Change management, Release management, Service request management, Service Desk
  • Strategical roadmap development and implementation
  • Ability to gather data, analyze, propose actions and solutions and report to direct management
  • Interpret, visualize, and present trend analysis results to stakeholders

Soft skills:

  • Ability to present to C-level; good presentation skills
  • Customer-centric mindset
  • Coach and train other team members
  • Ability to work effectively in a multi-cultural environment
  • High motivated, self-starter, and team player
  • Stress tolerance, adaptability, and tactical mindset
  • Open mindset for new ways of working
  • Collaborative skills
  • Can-do and pro-active attitude
  • Time management skills
  • Attention to details
  • Fluency in spoken and written English

Additional Information

If you feel inspired by us, we'll probably be inspired by you. Join us now and apply online to make sure we match each other's expectations. We value diversity and are committed to creating an inclusive environment. We welcome all qualified candidates - regardless of your gender or background, please indicate your salary expectations and possible entry date. We look forward to hearing from you!


  • HMO and Life Insurance on your day 1
  • Free snacks and unlimited coffee
  • Paid leaves
  • Mental wellness leaves
  • Paid training and certifications

Merkle does not discriminate against job applicants on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. As part of our Diversity and Inclusion agenda, and as an Equal Opportunities employer, if you require reasonable adjustments during the selection process please engage directly with your Recruiter.


You have questions about the job? Then write us an e-mail.

Merkle Recruiting-Team Deutschland
Our recruiting team is looking forward to hearing from you.

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