Technology Support Manager I - Digital Channels Escalations (Commercial & Investment Bank)

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

Job Description

Make an impact by helping teams resolve high-severity technology issues that affect clients and business operations. In this role, you will work in a fast-paced, global support environment where clear communication and structured problem-solving matter. You'll partner closely with technology, operations, product, implementation, and service teams to restore service quickly and prevent recurrence. You will build expertise across digital channels and payment connectivity platforms while strengthening incident and problem management practices. If you enjoy solving complex issues and driving continuous improvement, this is a great opportunity to grow your career.

As a Technical Support Manager I in the Digital channels escalation support team, you will manage critical production escalations, coordinate resolution across stakeholders, and help improve the stability and reliability of client-facing services. You will investigate complex issues across applications and infrastructure, communicate progress clearly, and contribute to process improvements that enhance the client experience.

Job 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

Required Qualifications, Capabilities And Skills

• 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

Preferred Qualifications, Capabilities And Skills

• Multilingual proficiency in English and/or Spanish and/or Portuguese
• Experience supporting treasury, payments, cash management, and reconciliation processes
• Knowledge of connectivity and integration protocols such as SFTP, HTTPS, AS2, and API-based integrations
• Experience with scripting or programming to automate workflows and improve operational efficiency
• Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes

Additional Information

• Work within a 24x7 support model, including shift rotation and/or on-call coverage

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

About The Team

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.