API Production Support Specialist (L1) - Hybrid

EastWest Bank; Taguig; Hybrid; PHP 420,000 - 600,000; Full time

Job summary

EastWest Banking Corporation is seeking a Production Support Officer L1 to serve as the primary point of contact for API Portal clients and API consumers. This hybrid role will handle production issues, inquiries, and operational concerns from Taguig or Makati.

You will coordinate incidents end-to-end, document issues, and escalate to Level 2 teams while collaborating with IT, Engineering, Payments Operations, Risk, and Compliance to ensure service continuity.

Qualifications

• Bachelor's degree in Business, IT, or related field.
• 1–3 years in production support, operations, customer support, service management, or related functions.
• Experience coordinating with cross-functional teams across Business, IT, Operations, Risk, Compliance, and governance functions.
• Strong knowledge of incident management, issue escalation, and service support processes.

Responsibilities

• Serve as the primary Level 1 (L1) support contact for API Portal clients and API consumers.
• Coordinate and track production issues from intake to resolution with timely updates.
• Escalate issues to Level 2 (L2) support teams and monitor resolution progress.
• Collaborate with IT, Engineering, Payments Operations, Risk, Compliance, and other teams to support service continuity.

Skills

Cross-functional collaboration

Incident management

Client communication

Documentation

API basics

Education

Bachelor's degree in Business, IT, or related field

Job description

EastWest Banking Corporation is seeking a Production Support Officer L1 to serve as the primary point of contact for API Portal clients and API consumers. This hybrid role will handle production issues, inquiries, and operational concerns from Taguig or Makati.

You will coordinate incidents end-to-end, document issues, and escalate to Level 2 teams while collaborating with IT, Engineering, Payments Operations, Risk, and Compliance to ensure service continuity.