Production Support Manager I — 24x7 Incident Lead

JP Morgan Chase; Metro Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

JP Morgan Chase is seeking a Technical Support Manager I to guide critical production escalations within the Digital channels escalation support team. You will coordinate across technology, operations, product, and client teams to restore service and prevent recurrence.

The role emphasizes clear communications, structured problem-solving, and driving improvements to stability and client experience in a fast-paced environment.

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 the ability to identify patterns and isolate root causes.
• Working knowledge of operating systems and productivity tools commonly used in corporate environments.
• Experience supporting applications and/or infrastructure in large-scale technology environments (on-premises and/or cloud).
• Exposure to monitoring, alerting, and observability practices and tools.
• Familiarity with IT service management concepts, including the Information Technology Infrastructure Library (ITIL) framework.
• 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

Problem solving

Stakeholder communication

Time management

Analytical thinking

Monitoring/observability

Multitasking

Client service mindset

Automation interest

Tools

ITIL

Monitoring tools

Job description

JP Morgan Chase is seeking a Technical Support Manager I to guide critical production escalations within the Digital channels escalation support team. You will coordinate across technology, operations, product, and client teams to restore service and prevent recurrence.

The role emphasizes clear communications, structured problem-solving, and driving improvements to stability and client experience in a fast-paced environment.