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Manager, Technical Support & Operations (API)

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Manager, Technical Support & Operations (API)

Beschrijving

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.

13Est Workplace 1

Our Culture makes Ingram Micro a Great Place to Work ®

Ingram Micro Philippines stands as a beacon of excellence in the corporate landscape, celebrated as a Great Place to Work® for five consecutive years. This isn't just a title; it's a testament to our vibrant culture rooted in trust, inclusion, performance, and innovation. Here, we don't just work; we thrive together in an environment that values every voice and nurtures every talent.

Learn more about Ingram Micro in The Philippines

We are #OneIngramMicro

Our People are the threads in the rich tapestry of cultures and ideas that define us, showcasing the power of diversity.

Ingram Micro's culture of recognition fosters pride in the value each employee contributes to business success. Employees are not just productivity numbers, but valued for their skills and collaboration. Employee resource groups allow for free expression and shared purpose, highlighting the importance of employee satisfaction. Outside of work, employees find joy in new hobbies, travel, and meeting people with diverse perspectives. Most importantly, employees are present in the lives of those who matter most. Ingram Micro is truly a great place to work.

Jasmin C. Dela Vega Supervisor, Sales Operations
Testi Jasmine

As someone who has been in the BPO industry for several years, I can confidently say that my career growth has been significantly supported by the team at Ingram Micro. They have provided me with ample opportunities to develop my skills and have constantly encouraged me to push myself beyond my limits. Additionally, the company culture is one that fosters creativity, collaboration, and innovation, making it an ideal workplace for employees looking to excel in their careers.

Brian Gerald Go Consultant, Global Reporting & Data Analytics
Testi Brian Go

Ingram Micro stands out for more than just its generous perks, recreational activities, and benefits. The company's care for employees' financial, mental, physical, and emotional needs through various platforms is remarkable. They provide a feeling of being part of an organization even after college, supporting employees as individuals with lives outside work. Ingram Micro invests in learning and development, helping employees achieve professional growth while aiding the company's success. This focus on employee well-being and growth drives productivity and fosters long-term commitment. Ingram Micro is truly great.

Emman Tatunay Professional, Sales Operations
Testi Emman

Working for more than a decade at Ingram Micro is a testament of how good a company it is in nurturing its people. I have been provided not only a professional network but also a sense of family. I had the opportunity to develop relationships and build expertise in specific areas. Such experience fosters a sense of loyalty and commitment to the company. It also opened opportunities for career growth; my journey from Sales to Project Management is by no means easy but is rich in learning and development.

Maricar Gentelizo Sr Professional, Digital Enablement
Testi Maricar
Scott Sherman

Helping businesses reach their global potential

At Ingram Micro we are dedicated to a shared set of principles that unites and guides us to better decisions and behaviors.

Delivering successful results, embracing change with courage, and acting with integrity every time and everywhere. We revel in using our imagination with creativity, agility and resourcefulness, we act with responsibility, and we are proud of our talent. 

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