Global Digital Channels Incident Manager

JPMorganChase; Taguig; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

JPMorganChase in Metro Manila, Philippines seeks aTechnical Support Manager I to lead critical production escalations and coordinate cross-functional resolution efforts. You will strengthen client-facing services, investigate complex issues, and contribute to process improvements that enhance stability and customer experience.

In this role you will work in a fast-paced, global support environment, partnering with technology, operations, product, and service teams to restore service quickly and

Qualifications

• 2 years of experience troubleshooting and resolving technology service issues in a production environment.
• Experience communicating incident status, impact, and next steps to senior stakeholders and cross-functional teams.
• Ability to facilitate meetings and drive alignment on action items and timelines.
• Demonstrated ability to manage multiple priorities with strong time management and organization skills.
• Strong analytical and problem-solving skills, including identifying patterns and root causes.
• Familiarity with IT service management concepts, including ITIL framework.
• Experience with monitoring, alerting, and observability practices and tools.
• Demonstrated client service mindset, professionalism, and sense of urgency during high-severity incidents.
• Interest in automation and emerging technologies (including AI tools) to improve productivity and service delivery.

Responsibilities

• Troubleshoot production issues across application flows and supporting infrastructure to restore service quickly
• Monitor production environments for anomalies using standard observability and monitoring tools
• Coordinate incident triage, escalation, and stakeholder communications through resolution
• Analyze trends from incidents and service cases to identify recurring issues and improvement opportunities
• Participate in problem management activities, including root cause analysis and follow-up actions to prevent recurrence
• Support change and release-related activities by validating readiness, documenting risk, and tracking outcomes
• Partner with product, technology, operations, and client-facing teams to align on updates, timelines, and client impact
• Document known issues, workarounds, and standard operating procedures to improve support consistency
• Represent the support team in client calls, business reviews, and service discussions as needed

Skills

Incident management

Troubleshooting

Stakeholder updates

Time management

Analytical thinking

ITIL familiarity

Observability tools

Automation interest

Tools

Scripting

APIs

Monitoring tools

Cloud platforms

Job description

JPMorganChase in Metro Manila, Philippines seeks aTechnical Support Manager I to lead critical production escalations and coordinate cross-functional resolution efforts. You will strengthen client-facing services, investigate complex issues, and contribute to process improvements that enhance stability and customer experience.

In this role you will work in a fast-paced, global support environment, partnering with technology, operations, product, and service teams to restore service quickly and