Platform Specialist - Cisco
ingrammicro
Manager, Technical Support & Operations
ingrammicro· Ingram Micro Philippines BPO LLC
About this role
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description:
Role Overview
The Technical Support & Operations Manager is accountable for managing and improving platform support operations for a region, domain or platform portfolio. The role requires technical acumen, problem-solving strength and the ability to lead support teams delivering reliable, efficient and customer-focused service across Xvantage, X4V, XI and related marketplace capabilities.
The manager establishes operational standards, performance discipline, escalation paths, documentation, knowledge practices and continuous improvement routines. The role collaborates closely with global support teams, Product, Engineering, Operations, Vendor Management and external partners to resolve issues and improve platform reliability and customer experience.
Key Responsibilities
Lead, mentor and manage a technical support team responsible for platform support, operational stability, ticket resolution, escalations and customer/vendor experience.
Set clear objectives, performance standards, operating expectations and feedback routines to improve productivity, engagement and ownership.
Oversee daily support operations, ensuring user issues are triaged, progressed, resolved and escalated effectively.
Establish and maintain tiered or swarming support models for escalations, complex issues and critical incidents, coordinating with global and cross-functional teams as needed.
Serve as escalation point for unresolved technical issues, partnering with Product, Engineering, SRE, DevOps, Vendor teams and external partners to drive resolution.
Define and track operational KPIs such as MTTR, CSAT, initial response, KCS success rate, ticket volume, re-open rate, bug conversion and cost-to-serve improvements.
Identify recurring issues and process gaps; implement long-term solutions, streamlined processes, automation opportunities and continuous improvement actions.
Ensure compliance with regional data privacy, security, support operating standards and required documentation practices.
Develop training plans, knowledge assets, runbooks and documentation to strengthen team capability and reduce reliance on tribal knowledge.
Provide regular updates to leadership on operational performance, risks, escalations, customer impact, vendor issues and progress against improvement objectives.
Required Experience & Skills
Area
Requirement
Experience
7+ years in technical support, platform support, SaaS operations, customer support operations or related field; people management experience required.
Technical Acumen
Ability to understand platform behavior, APIs, integrations, incident drivers, production issues, monitoring signals and support impact.
Leadership
Experience leading support teams, creating operating discipline, managing escalations and building strong associate engagement.
Operational Excellence
Strong KPI management, process improvement, documentation, KCS/self-service and continuous improvement experience.
Stakeholder Management
Ability to communicate with regional leaders, Product, Engineering, Operations, Vendors and customers with clarity and urgency.
Success Metrics
Improved MTTR, CSAT, response discipline, KCS adoption and overall support quality.
Reduced recurring issues, avoidable escalations, ticket volume and cost-to-serve.
Stronger support readiness for launches, releases, vendor onboarding and platform transitions.
Higher team capability through training, knowledge management, documented runbooks and consistent operating standards.
Improved collaboration with Product, Engineering, Vendor Management and Operations on systemic issue resolution.
Frequently Asked Questions
Is the salary disclosed for the Manager, Technical Support & Operations position at ingrammicro?
The salary for this Manager, Technical Support & Operations role at ingrammicro is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Manager, Technical Support & Operations position at ingrammicro located?
This Manager, Technical Support & Operations role at ingrammicro is based in Taguig City, Philippines. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Manager, Technical Support & Operations role at ingrammicro full-time or part-time?
This is listed as a Full time position. It is posted as a Manager, Technical Support & Operations role in the Ingram Micro Philippines BPO LLC department at ingrammicro.
Which team or department does the Manager, Technical Support & Operations at ingrammicro belong to?
This Manager, Technical Support & Operations position is part of the Ingram Micro Philippines BPO LLC department at ingrammicro. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Manager, Technical Support & Operations position at ingrammicro?
Click the "Apply Now" button on this page. You will be redirected to ingrammicro's official application portal hosted on workday where you can submit your application directly.
When was the Manager, Technical Support & Operations job at ingrammicro posted?
This Manager, Technical Support & Operations position at ingrammicro was posted on Jul 22, 2026. Apply as soon as possible — early applications are often reviewed first.
Manager, Technical Support & Operations
ingrammicro
You'll be redirected to ingrammicro's official application page on Workday.