L1 Production Support Officer

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

About the Job

Location: Taguig/Makati

Corporate Title: Assistant Manager to Senior Manager

Work Arrangement: Hybrid

Our Business Development and Transaction Banking team is looking for experienced professionals to join us in Taguig or Makati with the role of Production Support Officer L1.

In this role, you will serve as the primary Level 1 (L1) support contact for API Portal clients and API consumers, handling production issues, service inquiries, and operational concerns. You will ensure issue documentation, coordination, and escalation to appropriate support teams while delivering a seamless client support experience.

East West Banking Corporation (EastWest) is one of the largest universal banks in the Philippines, and is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.

We empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiative. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.

Whether you're just starting out, or already a seasoned professional, EastWest can help you unleash your potential, and bridge the gap between dream to success.

What the role will entail

• 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, ensuring accurate documentation, timely updates, and effective stakeholder communication.
• Escalate technical, operational, infrastructure, reconciliation, and compliance-related issues to appropriate Level 2 (L2) support teams and monitor resolution progress.
• Collaborate closely 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 other production advisories to clients in a timely and professional manner.
• Maintain incident logs, support documentation, and process compliance standards while contributing to the continuous improvement of production support workflows and tools.

What we're looking for

• Bachelor's degree in Business, Information Technology, or any related field.
• At least 1 to 3 years of experience in production support, operations, customer support, service management, or related functions, preferably within banking, financial services, technology, or digital platforms.
• Experience coordinating with cross-functional teams across Business, IT, Operations, Risk, Compliance, and other governance functions.
• Strong knowledge of incident management, issue escalation, and service support processes, with the ability to manage multiple priorities and incidents simultaneously.
• Excellent client communication skills, with the ability to translate technical updates into clear, business-friendly language.
• Experience maintaining accurate documentation, tracking issues through resolution, and preparing operational reports and status updates.
• Basic to intermediate understanding of APIs and system integrations, with experience supporting production environments considered an advantage.

What you can expect from joining our team

• Career development and training opportunities
• Competitive salary package and benefits
• Performance-based incentives and recognition programs to reward high-performing individuals
• Opportunity to work with industry experts and be mentored by them
• Defined career progression paths to guide you in your professional growth