Operations support engineerGlobe Early Careers

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 project. 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
FUNCTIONAL COMPETENCIES
Problem Solving
Analytical & Technical
Collaborative Teamwork
Written and Communication skills
Presentation Skills
CORE COMPETENCIES
Customer First
Market Driven Innovation
Collaborative Teamwork
Decision Making and Accountability
Results Orientation
Inspiring self
REPORT MANAGEMENT
Provides standard and customized Performance Reports for SLM EG Top account. Also provides for non-top accounts as requested. Performance Reports consists of Availability, Outage Distribution Details, Globe-related Incidents details, Service Improvement Plans updates (if applicable). SLM Top Accounts regular reports are done monthly, quarterly and annually. SLM Non-Top Accounts reports are on a per request basis.
Perform root cause and gap analysis on highly escalated cases of incidents.
PERFORMANCE MANAGEMENT
Monitors network performance of SLM Top Accounts by providing Availability Reports.
SLM Expert analyzes the data from Monthly Performance Reports and provides feedback and updates to management and customer on the health status of the circuits through a meeting (weekly, monthly, quarterly and/or annually).
Drives the meeting with client and present and explain when client requires discussion and/or clarification meeting over a recent incident that was experienced.
SERVICE QUALITY ASSURANCE
Reviews outage history of top accounts and other accounts being endorsed by support team (i.e EDSC, AM, ECOps) especially with recurring outages and recommends as well as ensure preventive and corrective actions are done through Service Improvement Plan.
Initiates Service Improvement Plan by providing initial/ first level analysis and recommendations. Creates Streamline ticket for endorsement to support team for SIP implementation.
Monitors performance of circuits after SIP implementation of preventive/corrective activities with reference to circuit availability. Monitoring down within 3 months after SIP was conducted.
Conducts a pro-active circuit technical audit on handled accounts. The circuit technical audit identifies circuit vulnerabilities such as SPOF, unprotected/linear circuits and partially protected circuits.
Coordinates with internal support team to provide corrective actions on circuits identified with vulnerabilities. Service Manager shall conduct support engagement to their Support Groups to discuss gaps, issues, concerns or other recommendations that might affect the Service Availability. Serves as Technical Point of Contact to the customer and serves as an interface between internal and external customers.
CHANGE MANAGEMENT
Informed on any changes on the client's network design, architecture and services and ensure that change requests are properly initiated, approved and monitored.
SERVICE DELIVERY
Informed on status of Service Delivery for SLM top accounts. Extend assistance when tapped by Account Management team to escalate to Service Fulfillment Lead if Service Request timeline is at risk.
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.