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 service support issues of Tier 1 EG products for Top Business clients.
Conduct initial isolation, troubleshooting and alarm clearing.
Performs all shift to shift routines and tasks
DUTIES & AND RESPONSIBILITIES
End-to-End Trouble Complaint Handling:
Receives, handles and takes full accountability of service support issues of Tier 1 EG products for Top Business clients.
Creates tickets, conduct triage and initial technical isolation and troubleshooting using different network management systems (NMS) and work tools.
Ensures regular updates to customers as necessary either via phone call or email until case is resolve.
Orchestrates progressive resolution of cases with support groups and customers.
Escalates cases aligned with set escalation process to ensure customers are regularly updated and cases are resolved within agreed service level.
Conduct initial isolation, troubleshooting and alarm clearing.
Acquires extensive knowledge and proficiency in the use of relevant tools for monitoring, isolation, troubleshooting and restoration of circuit outages.
Isolation, troubleshooting and reconfiguration from CPE up to terminating Core equipment i.e. Broadband Network Gateway, Virtualized IP Multimedia Subsystem and other Broadband Core equipment.
Ensures that relevant last-mile parameters like Fulfillment ratio, Noise Margin, Line Attenuation and modem synchronization counts are within acceptable level via LAS and DMS.
Configuration of SDWAN NSG (Bootstrap, Provisioning, etc.). Guides ECOPS and CFS for remote configuration when necessary.
Analyzes and troubleshoots PPPOE authentication, authorization and accounting.
Able to analyze call trace results and resolve voice-related issues of customers.
Conducts joint troubleshooting with field support teams and ensures that service is restored within reasonable time.
Performs all shift to shift routines and tasks
Collaborates with Engineering, support groups and Operations for the complete resolution of all incidents.
Ensures the end-to-end customer experience and provides a single point-of-contact for the incidents, customer inquiries, and service requests received via emails, calls and ticketing systems.
Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
Responsibilities include assessment of inquiry and fulfillment of service requests (assignment/escalating request/issues to different support groups)
Ensures proper hand-over of all open service requests and incident tickets to the next shift and ensures tickets are closed within SLA.
Monitors and tracks open escalated Service Request and Incident Tickets.
Strictly follow different Process PPMs (i.e. Service Request, Incident Management, Event Management, etc) and ensure agreed SLAs are met.
Work closely with service managers, problem manager, change manager, service desk, and other technical stakeholders to continually improve the predictability of operations.
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.
Telecommunications Network Operations
Consistently applies thorough knowledge and ability to implement the methods, practices and policies governing data services.
Has deep understanding of the clients' requirements.
Ability to identify client network and Globe's network problems.
Communication Skills - Oral and Written
Experienced and willing to work in a 24/7 operations environment
Problem Solving & Analytical skills
Must be a graduate/Bachelor's degree holder of any 4 year course
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.
Globe Telecom
Job Description Receives, handles and takes full accountability of service support issues of Tier 1 EG products for Top Business clients.
Conduct initial isolation, troubleshooting and alarm clearing.
Performs all shift to shift routines and tasks
DUTIES & AND RESPONSIBILITIES
End-to-End Trouble Complaint Handling:
Receives, handles and takes full accountability of service support issues of Tier 1 EG products for Top Business clients.
Creates tickets, conduct triage and initial technical isolation and troubleshooting using different network management systems (NMS) and work tools.
Ensures regular updates to customers as necessary either via phone call or email until case is resolve.
Orchestrates progressive resolution of cases with support groups and customers.
Escalates cases aligned with set escalation process to ensure customers are regularly updated and cases are resolved within agreed service level.
Conduct initial isolation, troubleshooting and alarm clearing.
Acquires extensive knowledge and proficiency in the use of relevant tools for monitoring, isolation, troubleshooting and restoration of circuit outages.
Isolation, troubleshooting and reconfiguration from CPE up to terminating Core equipment i.e. Broadband Network Gateway, Virtualized IP Multimedia Subsystem and other Broadband Core equipment.
Ensures that relevant last-mile parameters like Fulfillment ratio, Noise Margin, Line Attenuation and modem synchronization counts are within acceptable level via LAS and DMS.
Configuration of SDWAN NSG (Bootstrap, Provisioning, etc.). Guides ECOPS and CFS for remote configuration when necessary.
Analyzes and troubleshoots PPPOE authentication, authorization and accounting.
Able to analyze call trace results and resolve voice-related issues of customers.
Conducts joint troubleshooting with field support teams and ensures that service is restored within reasonable time.
Performs all shift to shift routines and tasks
Collaborates with Engineering, support groups and Operations for the complete resolution of all incidents.
Ensures the end-to-end customer experience and provides a single point-of-contact for the incidents, customer inquiries, and service requests received via emails, calls and ticketing systems.
Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
Responsibilities include assessment of inquiry and fulfillment of service requests (assignment/escalating request/issues to different support groups)
Ensures proper hand-over of all open service requests and incident tickets to the next shift and ensures tickets are closed within SLA.
Monitors and tracks open escalated Service Request and Incident Tickets.
Strictly follow different Process PPMs (i.e. Service Request, Incident Management, Event Management, etc) and ensure agreed SLAs are met.
Work closely with service managers, problem manager, change manager, service desk, and other technical stakeholders to continually improve the predictability of operations.
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.
Telecommunications Network Operations
Consistently applies thorough knowledge and ability to implement the methods, practices and policies governing data services.
Has deep understanding of the clients' requirements.
Ability to identify client network and Globe's network problems.
Communication Skills - Oral and Written
Experienced and willing to work in a 24/7 operations environment
Problem Solving & Analytical skills
Must be a graduate/Bachelor's degree holder of any 4 year course
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.
Globe Telecom
Other Info
Metro Manila
Permanent
Full-time
Permanent
Full-time
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Globe Telecom
About the company
Chief Financial Officer (CFO) - Nationwide Operations
Caerus Arion Trading Corporation
MetroManila, Quezon, Quezon, ManilaAgreement
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About the company