API Production Support Officer (L1) – Hybrid

East West Banking Corporation; Taguig; Hybrid; PHP 420,000 - 620,000; Full time

Benefits offered by this job

Career development

Salary and benefits

Incentives & recognition

Mentorship

Career progression

Job summary

East West Banking Corporation is seeking a Production Support Officer L1 in a hybrid role based in Taguig or Makati. You will be the primary L1 contact for API Portal clients, handling production inquiries, incidents, and service-related concerns to ensure continuity and client satisfaction.

Collaborate with IT, Engineering, Payments Operations, Risk and Compliance to coordinate resolutions, maintain logs, and provide clear status updates and operational reports while helping improve production

Qualifications

• Bachelor's degree in Business, Information Technology, or related field.
• 1–3 years in production support, operations, customer support, service management, or similar, preferably in banking/fintech.
• Experience coordinating with cross-functional teams across Business, IT, Operations, Risk, Compliance.
• Strong knowledge of incident management, escalation, and service support processes.
• Excellent client communication, translating updates into business-friendly language.
• Experience maintaining accurate documentation, tracking issues through resolution, producing operational reports.
• Basic to intermediate understanding of APIs and system integrations; production support experience is a plus.

Responsibilities

• Serve as the primary Level 1 (L1) support contact for API Portal clients, managing production inquiries, incidents, and service-related concerns.
• Coordinate and track production issues from intake to resolution, with documentation, updates, and stakeholder communication.
• Escalate technical, operational, infrastructure, reconciliation, and compliance issues to Level 2 (L2) support teams and monitor resolution progress.
• Collaborate with IT, Engineering, Payments Operations, Risk, Compliance, and other cross-functional teams to support service continuity and incident management.
• Communicate scheduled maintenance, service disruptions, planned downtimes, and production advisories to clients in a timely and professional manner.
• Maintain incident logs, support documentation, and process compliance standards while contributing to continuous improvement of production support workflows and tools.

Skills

Incident management

Issue escalation

Service support

Cross-functional collaboration

Client communication

Documentation

Education

Bachelor's degree

Job description

East West Banking Corporation is seeking a Production Support Officer L1 in a hybrid role based in Taguig or Makati. You will be the primary L1 contact for API Portal clients, handling production inquiries, incidents, and service-related concerns to ensure continuity and client satisfaction.

Collaborate with IT, Engineering, Payments Operations, Risk and Compliance to coordinate resolutions, maintain logs, and provide clear status updates and operational reports while helping improve production