Network Resource Center Technician

6 days ago


Manila, National Capital Region, Philippines Globe Telecom Full time

Globe Telecom is committed to creating a wonderful world for our people, business, and nation. We are seeking a highly skilled and experienced Fault Management Expert to join our team.

Job Summary

This role involves monitoring and resolving network faults and incidents in a timely and efficient manner. You will work closely with support groups and team leaders to ensure efficient incident resolution and network stability.

Main Responsibilities:

  1. Monitoring and acknowledging alarms at the Alarm Management System (AMS) and Element Management System (EMS) for Core network.
  2. Creating fault tickets for network incidents and outages.
  3. Performing first-line troubleshooting of alarms, outages, and network quality/performance issues.
  4. Updating the status of all open tickets and clearing them immediately upon restoration of the fault.
  5. Evaluating incidents and escalating them to support groups as necessary.
  6. Providing regular and timely information on incident status until resolution.
  7. Resolving complaints endorsed by the Service Desk.
  8. Implementing activities/work requests assigned by Team Leaders based on agreed schedules and quality standards.
  9. Performing vertical and horizontal escalation during instances of network outages or degradation.

Key Performance Indicators:

  1. Resolving incidents and complaints within the target SLA.
  2. Implementing network changes endorsed by engineering and SICE accurately within the specified timeframe.


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