Operations Support Expert

2 weeks ago

Makati City, National Capital Region, Philippines Globe Telecom Full time
Overview

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

Performs 2nd level troubleshooting of trouble tickets for outages and quality. Provides support for projects. Finds ways to reduce trouble tickets in the network. Performs 2nd level escalation of outages and quality issues to Regional Operations. Performs postmortem analysis and documentation.

Duties And Responsibilities
  • Acts as the primary point of contact for high-severity and escalated incidents related to IT and Mobile Services. Also includes the management of licenses for specific IT services.
  • Ensures accurate and timely handling of incidents, including proper classification, routing, and resolution (unless assigned to other support groups).
  • Facilitates the resolution of incidents and service requests in partnership with internal teams and vendors.
  • Monitors and tracks escalated incidents and service requests, ensuring quality resolution within SLA.
  • Performs Diagnosis, Investigation, and Troubleshooting (DI&T) for system-related and mobile service incidents.
  • Escalates concerns to appropriate support teams if issues cannot be resolved.
  • Drives resolution of complex incidents, leveraging internal expertise and technical resources.
  • Participates in Post-Mortem and Change Advisory Board (CAB) meetings to review incident trends and suggest improvements.
  • Prepares and releases Incident Reports, Service Performance, and Assessment Reports (weekly/monthly).
  • Ensures adherence to Service Request Management PPM, following proper workflows and SLAs.
  • Strictly follow standard operating procedures, including attendance, reporting, escalation protocols, and business communication standards.
  • Ensures shift-to-shift transition processes are followed, maintaining clear documentation and task continuity.
  • Ensures all open tickets are tracked, updated, and closed properly, keeping internal/external customers informed.
  • Champions customer service excellence by ensuring incidents and service requests are resolved within service-level commitments.
Requirements
  • 4 to 5 years of experience in one or more of the following: Technical Support, Systems Administration, Database Administration, Systems Analysis, Programming, IT Operations, or Engineering.
  • Background in Consulting, Telecom, or IT Industry.
  • Experience with ITSM processes, including Incident Management, Change Management, and Problem Management.
  • Experience working in a 24x7 environment, with the ability to work flexible hours and be on-call.
  • Knowledge in ITIL; ITIL Certification and Lean Six Sigma Certification are ideal but not mandatory.
  • No required membership in a professional organization.
  • Bachelor's degree in IT, Computer Engineering, or any Engineering-related course
Equal Opportunity Employer

Globe's hiring process promotes equal opportunity to applicants. Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants. Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here.


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