L1 Production Support – API Portal (Hybrid)

East West Banking Corporatio; Taguig; Hybrid; PHP 279,000 - 502,000; Full time

Job summary

East West Banking Corporation in Taguig or Makati is seeking a Production Support Officer L1 for a hybrid role. You will be the primary Level 1 contact for API Portal clients and API consumers, handling production inquiries, incidents, and service-related concerns.

You will coordinate issue intake and resolution, escalate to Level 2 teams as needed, document outcomes, and communicate maintenance notices to clients, contributing to ongoing service continuity.

Qualifications

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

Responsibilities

• Serve as the primary Level 1 (L1) support contact for API Portal clients, managing production inquiries and incidents.
• Coordinate and track production issues from intake to resolution with timely updates.
• Escalate technical, operational, and compliance-related issues to Level 2 (L2) support teams.
• Collaborate with IT, Engineering, Payments Operations, Risk, Compliance, and other teams to support service continuity.
• Communicate scheduled maintenance, disruptions, and downtimes to clients in a timely, professional manner.
• Maintain incident logs and support documentation, contributing to process improvements.

Skills

Incident management

Cross-functional collaboration

Client communication

Documentation

API basics

Banking domain knowledge

Education

Bachelor's degree in Business or IT

Tools

Incident management tools

API portal basics

Job description

East West Banking Corporation in Taguig or Makati is seeking a Production Support Officer L1 for a hybrid role. You will be the primary Level 1 contact for API Portal clients and API consumers, handling production inquiries, incidents, and service-related concerns.

You will coordinate issue intake and resolution, escalate to Level 2 teams as needed, document outcomes, and communicate maintenance notices to clients, contributing to ongoing service continuity.