Operations support specialistGlobe Telecom, Inc.

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 Receives, Handles and takes f 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 Receives, Handles and takes full accountability of technical issues of Broadband wired and wireless products from Business clients. o Create tickets and conduct technical isolation and troubleshooting using different network management systems (NMS) and work tools. o Ensure regular updates to customers as necessary either via phone call or email until resolve. Conduct level 1 and level 2 troubleshooting and alarm clearing. o Checking, troubleshooting and reconfiguration from client's modem (via ASICS), MSAN (U2000, DSL Utility, NETNUMEN, EOPS, PEHM, WebSOEM, CACTI, GPON, SDWAN - VSC/VSD/Customer Portal, 5G - U2020, etc.) up to Core equipment i.e. Broadband Network Gateway, Virtualized IP Multimedia Subsystem and other Broadband Core equipment (M1/Galactus, etc.). o Conduct troubleshooting (last mile to network) using different tools such as Line Assurance System (LAS), MSAN U2000, voice switches (vIMS, NGN, HSS/HLR, LMT, DMS, Lucent, MetaSwitch, SBC, MGW, NETNUMEN) and other Broadband access equipment, DSL Utility, U2020 for 5G, GEMA, NETCOOL, HANDYMAN, SWISSKNIFE, etc. o Ensure last mile parameters like Fulfillment ratio, Noise Margin, Line Attenuation and modem synchronization counts are within acceptable level via LAS and DMS. o Configuration of SDWAN NSG (Bootstrap, Provisioning, etc.). Guiding also ECOPS and CFS for remote configuration as necesasry. o Analyze and troubleshoot PPPOE authentication, authorization and accounting. o Ensure proper handling of Voice related concern by checking parameters, conducting joint testing for call simulations and reconfigurations thru vIMS, NGN, HSS/HLR, SBC, MGW, etc. o Troubleshoot that client's PBX are properly integrated with Globe voice core switch and ensures that all features are running. o Resolve incoming/outgoing voice conflict issues by being capable of modifying route configuration. o Conduct call tracing to voice customers (Direct line, SIP, ISDN, E1R2, etc.) o Able to analyze call trace results and resolve voice-related issues of customers. o Conduct joint troubleshooting with field technicians and ensures that service is restored after reblocking, cable rehabilitation and modem changeout o Analyze and correlate the impact of network events with various incident tickets for appropriate corrective actions. o Proactive checking of degraded broadband services and resolution management Collaborate with Engineering, Tier2, CFS and Operations for the complete resolution of all incidents. REQUIREMENTS A. Work Experience About 1-2 years, preferably in Telco/IT industry B. Level of Knowledg e B.S Engineering and IT courses C. Competencies Leadership Competencies Strategic and Business Acumen Resourceful Planning and Organizing Managing Change with Courage Optimal Results through People Functional Competencies Quality Management o Application of quality principles and related techniques within and across the division extended up to the customer end. o Thorough knowledge on data network architecture and data services. o Thorough knowledge on the committed service levels. Customer Operational Management o Knowledge and understanding of customer business and nature of service support demands Adaptive to the changing needs of customer Able to design customized service based on customer needs Adaptive to new technology in the market Well informed of Sales target Corporate products and services Complaints Management o Demonstrates clear and acceptable manner of applying solutions and approaches to accounts concerns handling. Possess good rapport with other groups for faster resolutions Possess good account handling skills. With a sense of urgency. Follow through of actions from other groups in providing solutions to the concerns of accounts handled. Service Strategy Management o Demonstrates continuing desire for improving service and applying the latest tools and techniques in providing service. o In- depth knowledge on the end to end processes of the department/division as well as of the technical support groups and identifies opportunities for process enhancements and operations efficiency. Telecommunications Network Operations o Consistently applies thorough knowledge and ability to implement the methods, practices and policies governing data services. o Has deep understanding of the clients' requirements. o Ability to identify client network and Globe's network problems. Customer Management o Knowledge & understanding of customer nature and demand patterns and be able to apply methods of improving service with direct impact to sales & productivity. Collaborative Teamwork o Specialized dealing with the team is needed to ensure delivery of the results and increase sales by ensuring that all issues are resolved by team. Decision Making and Accountability o Timely and proper decision is needed to solve the critical concerns which may contribute to the failure of the delivery of the results. Project Management skills o Knowledge and ability to apply project management principles and practices during the planning, implementation, monitoring and completion of projects ensuring effective time, cost, quality, risk and communication. Service Management Processes o Possesses advanced knowledge and ability to apply the methods, practices and policies that are used in operational management. Knowledgeable on the end to end process of BCFU and process in handling accounts. Knowledge and understanding on the nature of the service support demands. Communication Skills - Oral and Written Contact Management 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.
Monster

Philippines
Permanent
Full-time