Senior Application Support Engineer

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

Job summary

JPMorgan Chase & Co. in Manila is seeking a Technology application support engineer to ensure stability, availability, and performance of critical production flows for internal users and clients.

You will troubleshoot issues, support incident and problem management, and collaborate with technology teams to improve reliability and user experience through automation and monitoring best practices. The role requires hands-on skills across Windows/Linux, databases, and cloud services, with a focus on

Qualifications

• Bachelor's degree in Computer Science or equivalent experience.
• 5 years of experience troubleshooting, resolving, and maintaining production IT services.
• Demonstrated ability to communicate effectively across multiple levels and teams.
• Proficiency in scripting (bash/ksh, PowerShell, Python) to automate tasks.
• Experience troubleshooting application issues involving databases (Oracle, SQL Server) and SQL scripting.
• Experience with on-premises and public cloud environments.
• Experience with observability and monitoring tools (Geneos, Splunk, Grafana, Dynatrace).
• Understanding of ITIL framework and IT service management practices.

Responsibilities

• Provide end-to-end application support and service delivery to enable uninterrupted business operations.
• Perform day-to-day production support and maintenance for system stability and performance.
• Monitor system health, performance, and capacity across platforms, preemptively addressing risks.
• Triage issues, escalate as needed, and communicate with stakeholders during resolution.
• Analyze trends to support incident, problem, change management for full-stack systems.
• Create and maintain runbooks, procedures, and knowledge-base documentation.
• Collaborate with engineering to design deployments with CI/CD pipelines.
• Implement infrastructure, configuration, and network as code for applications.
• Identify operational improvements, automation opportunities, and tooling enhancements.
• Apply service level indicators and SLIs to proactively resolve issues.
• Support site reliability engineering best practices within the team.

Skills

Troubleshooting production IT services

Communication

Scripting for automation

Database concepts and SQL

Cloud and on-premises support

ITIL/process knowledge

Education

Bachelor’s degree in Computer Science

Tools

Geneos

Splunk

Grafana

Dynatrace

Job description

Keep essential services running when it matters most. In this role, you will help ensure production application flows remain stable, available, and performant for internal users and external clients. You will work hands-on with real-time issues, partner with engineers and infrastructure teams, and drive continuous improvements. You will contribute to a culture of operational excellence through proactive monitoring and thoughtful automation. If you enjoy troubleshooting, collaboration, and reliability-focused work, this role offers meaningful impact.

Job summary

As an Technology application support engineer in Technology Application Support, you will ensure the stability, availability, and performance of critical production application flows used by internal users and external clients. You will troubleshoot and resolve application and user-reported issues in a timely manner, support incident and problem management practices, and partner with stakeholders across technology to improve service reliability and the user experience.

Job responsibilities

• Provide end-to-end application support and service delivery across supported platforms to enable uninterrupted business operations.
• Perform day-to-day production support and maintenance to ensure system stability, availability, and performance.
• Monitor system health, performance, and capacity across supported platforms, proactively identifying and addressing risks before they impact operations.
• Triage issues, elevate appropriately, and communicate clearly with business and technology stakeholders through resolution.
• Analyze complex situations and trends to support incident, problem, and change management for full-stack systems, applications, and infrastructure.
• Create and maintain runbooks, operational procedures, and knowledge-base documentation to improve consistency and efficiency.
• Collaborate with engineering teams to design and implement deployment approaches using automated continuous integration and continuous delivery pipelines.
• Implement infrastructure, configuration, and network as code for applications and platforms within your remit.
• Partner with technical experts, key stakeholders, and team members to identify operational improvements, automation opportunities, and tooling enhancements that reduce toil.
• Apply service level indicators and service level objectives to proactively resolve issues before they impact customers.
• Support the adoption of site reliability engineering best practices within the team.

Required qualifications, capabilities and skills

• Bachelor’s degree in Computer Science (or equivalent experience) with experience in a production support environment.
• 5 years of experience troubleshooting, resolving, and maintaining production IT services.
• Demonstrated ability to communicate effectively across multiple levels and teams (written and verbal).
• Proficiency in scripting (for example, bash/ksh, PowerShell, Python) to automate manual tasks and improve operational runbooks.
• Experience troubleshooting application issues involving databases (for example, Oracle, SQL Server), including database concepts and SQL scripting.
• Demonstrated knowledge supporting applications or infrastructure in a large-scale technology environment across on-premises and public cloud.
• Experience using observability and monitoring tools (for example, Geneos, Splunk, Grafana, Dynatrace) and applying alerting techniques for proactive health management.
• Understanding of processes aligned to the Information Technology Infrastructure Library (ITIL) framework.
• Experience with incident management and IT service management practices, including ticketing and escalation workflows.

Preferred qualifications, capabilities and skills

• Experience supporting technology platforms within a financial services environment.
• Experience supporting Unix/Linux and Windows environments (for example, process/thread analysis, file systems, permissions, services, scheduling).
• Familiarity with cloud platforms and containerized environments (for example, AWS, Azure, Kubernetes) in a support or operations capacity.
• Working knowledge of incident management, change management, and release management processes within regulated enterprise environments.
• Experience implementing automation and self-healing capabilities to improve platform resilience and reduce operational overhead.
• Relevant industry certifications (for example, ITIL, AWS, or equivalent technology support credentials).