Production Support Manager I — Incident Leader (24x7)

JPMorganChase; Metro Manila; On-site; PHP 1,000,000 - 2,000,000; Full time

Job summary

JPMorganChase in Metro Manila is seeking a Technical Support Manager I to lead and coordinate critical production escalations in the Digital channels escalation support team. You will work with technology, operations, product, and client-facing teams to restore services quickly and prevent recurrence.

The role emphasizes clear communication, structured problem-solving, and advancing incident and problem management practices to enhance client experience and service stability.

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 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

Troubleshooting

Incident communication

Meeting facilitation

Time management

Analytical thinking

OS proficiency

Cloud/on-prem experience

ITIL knowledge

Client service mindset

Automation interest

Tools

Observability tools

Monitoring tools

Scripting basics

API integrations

Collaboration tools ( Slack/Teams )

Job description

JPMorganChase in Metro Manila is seeking a Technical Support Manager I to lead and coordinate critical production escalations in the Digital channels escalation support team. You will work with technology, operations, product, and client-facing teams to restore services quickly and prevent recurrence.

The role emphasizes clear communication, structured problem-solving, and advancing incident and problem management practices to enhance client experience and service stability.