Technical Support Manager I: Incident Leader & Automation

JP Morgan Chase; Manila; Vor Ort; PHP 900.000 - 1.300.000; Vollzeit

Zusammenfassung

JP Morgan Chase in Manila is seeking a Technical Support Manager I to lead the Digital Channels escalation support team, coordinate incident resolution, and strengthen the stability of client-facing services.

You will investigate complex production issues across apps and infrastructure, communicate progress to stakeholders, and drive process improvements. The role requires 2 years of production support experience and strong problem-solving in a fast-paced, 24x7 environment.

Qualifikationen

• 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.
• Familiarity with IT service management concepts, including ITIL framework.

Aufgaben

• 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

Kenntnisse

Incident management

Root cause analysis

Stakeholder communication

Time management

Analytical problem solving

Operating system familiarity

ITIL knowledge

Cross-functional collaboration

Jobbeschreibung

JP Morgan Chase in Manila is seeking a Technical Support Manager I to lead the Digital Channels escalation support team, coordinate incident resolution, and strengthen the stability of client-facing services.

You will investigate complex production issues across apps and infrastructure, communicate progress to stakeholders, and drive process improvements. The role requires 2 years of production support experience and strong problem-solving in a fast-paced, 24x7 environment.