Global Tech Support Manager I: Incident & Escalation Lead

JPMorgan Chase & Co.; Metro Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Technical Support Manager I to lead critical production escalations in a fast-paced digital channel support team. You will coordinate resolution across product, technology, and client-facing teams to restore service quickly and prevent recurrence.

The role emphasizes incident management, collaboration, and continuous improvement, with opportunities to impact client experiences and stability of services across on-premises and cloud environments.

Qualifications

• 2 years of experience troubleshooting technology service issues in production.
• Experience communicating incident status to senior stakeholders and cross-functional teams.
• Ability to facilitate meetings, drive alignment on action items and timelines.
• Strong time management and organization skills.
• Analytical and problem-solving capabilities to identify root causes.
• Familiarity with operating systems and productivity tools in corporate environments.
• Experience supporting applications/infrastructure in large-scale tech environments.
• Exposure to monitoring, alerting and observability practices and tools.
• Knowledge of IT service management concepts, including ITIL.
• Client service mindset with sense of urgency during high-severity incidents.
• Interest in automation and AI to improve productivity.

Responsibilities

• Troubleshoot production issues across applications to restore service quickly.
• Monitor production environments for anomalies using observability tools.
• Coordinate incident triage, escalation, and stakeholder communications.
• Analyze incident trends to identify recurring issues and improvements.
• Participate in problem management with RCA and follow-up actions.
• Support change and release activities by validating readiness and documenting risk.
• Partner with product/technology/operations teams to align on updates and impact.
• Document known issues and SOPs to improve support consistency.
• Represent the support team in client calls and service discussions.

Skills

Troubleshooting

Incident management

Stakeholder communication

Time management

Problem solving

Analytical thinking

ITIL knowledge

Monitoring/Observability

Automation interest

Tools

Monitoring tools

Scripting/automation

ITSM tools

Job description

JPMorgan Chase & Co. is seeking a Technical Support Manager I to lead critical production escalations in a fast-paced digital channel support team. You will coordinate resolution across product, technology, and client-facing teams to restore service quickly and prevent recurrence.

The role emphasizes incident management, collaboration, and continuous improvement, with opportunities to impact client experiences and stability of services across on-premises and cloud environments.