Production Support Engineer

About the Job

Location: Makati City

Corporate Title: Junior Officer to Senior Assistant Manager

Work Arrangement: Hybrid

Our Information Technology team is looking for experienced professionals to join us in Makati City with the role of Production Support Engineer.

In this role, you will serve as a key Production Support Engineer, responsible for maintaining the performance of critical systems while leading incident response, conducting root cause analysis, and driving swift issue resolution to ensure seamless business operations and service excellence.

Your dream. Our focus.

East West Banking Corporation (EastWest) is one of the largest universal banks in the Philippines, and is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.

We empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiative. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.

Whether you're just starting out, or already a seasoned professional, EastWest can help you unleash your potential, and bridge the gap between dream to success.

What the role will entail

Monitor, troubleshoot, and resolve production application and system issues to maintain operational stability.

Collaborate cross-functionally to address critical incidents, perform root cause analysis, and implement long-term fixes.

Ensure compliance with SLAs and service availability goals through proactive monitoring and efficient support practices.

Create and maintain documentation such as runbooks and knowledge base articles to streamline support processes.

Participate in on-call rotations and escalate issues appropriately to minimize downtime.

Identify and implement automation opportunities to enhance performance, optimize capacity, and reduce manual effort.

What we're looking for

• Bachelor's degree in Computer Science, Information Technology, or related field
• Industry-recognized certification in ITIL, Incident Management, or equivalent frameworks, demonstrating expertise in structured service delivery and operational excellence.
• Proven experience in production support, incident management, or IT operations, with strong diagnostic skills and a sense of urgency.
• Proficiency in monitoring tools (e.g., Splunk, AppDynamics, New Relic) and scripting languages such as Python, Shell, or PowerShell to drive automation and issue resolution.
• Solid understanding of operating systems, databases, and cloud platforms (AWS, Azure, GCP), coupled with familiarity in supporting APIs, web applications, and microservices.
• Working knowledge of DevOps practices, CI/CD pipelines, and ticketing systems like ServiceNow or Jira, with excellent communication and analytical abilities.

What you can expect from joining our team

• Career development and training opportunities
• Competitive salary package and benefits
• Performance-based incentives and recognition programs to reward high-performing individuals
• Opportunity to work with industry experts and be mentored by them
• Defined career progression paths to guide you in your professional growth