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 Manages the day-to-day operations of Level 2 Support teams for a
specific Service or Core Network domain. (CS/PS/Fixed Voice Network
Cores, VAS and Applications, Security Platforms)

Ensures the delivery of high-quality technical support and services to
meet customer needs.

DUTIES AND RESPONSIBILITIES:

Responsible for managing the delivery and fulfillment of support and services provided by

Technical Managers and Senior Engineers.

Provides guidance and leadership in the overall resolution of complex issues and

complaints related to services and Telco Core Network Equipment. Ensures right resources

are assigned to the incident resolution, issue handling and projects support/acceptance.

Oversees the execution of business supporting processes, standards and guidelines to

maintain operational efficiency.

Collaborates with other unit heads to align technical initiatives with organizational

objectives and achieve unit deliverables and SLAs

Manages the team’s delivery of processes, standards and guidelines to maintain

operational efficiency.

Manage and support cross-functional, end-to-end problem management activities,

including ticket assessment, root cause analysis, permanent fix solutions and prevention of

future incidents.

Responsible for preparation and preparation of comprehensive technical reports of the

Unit team, highlighting performance metrics, key achievements and areas for

improvement.

TSA Domain POC, ensures correct TSA enrollment/allocation.

Provides inputs and operational perspective to influence development plans, solutions and

projects

Prepares budgetary requirements of Unit team applying financial planning and controls.

Identifies training and development needs of Unit team to support talent development and

leadership growth.

Handles escalation of issues and team’s concerns through various means to maintain

positive working environment within the unit and other groups.

KPIs:

System Availability, Network Performance Analytics Reports, MTTR,

Problem Management Analytics

Timelines/Goal completion/NPS

Training hours completed, certification completion of Unit team.

Process SLA fulfillment/Work Order & Ticket Closure

Completion of budget planning and preparations. Monitoring of availments

TOP 3-5 DELIVERABLES:

Delivery of Network Performance, System Availability, Security

Remediation

Completion of Unit Team initiatives as aligned with Top Business

Objectives

Delivery of Technical Talent development

Delivery of business supporting processes.

CAPEX/OPEX Management

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

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.