Operations Support Expert

Operations Support Expert page is loaded## Operations Support Expertlocations : 15F Valero Teleparktime type : Full timeposted on : Posted Yesterdaytime left to apply : End Date : November 30, 2025 (30+ days left to apply)job requisition id : R0000016312At 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
• DUTIES AND RESPONSIBILITIES :
• The SRT Mobile and IT team is a Level 2 support group that specializes in the technical after sales handling of IT and mobile services concerns :
• Acts as the primary point of contact for high-severity and escalated incidents related to IT and Mobile Services. Also includes the management of licenses for specific IT services.
• Ensures accurate and timely handling of incidents, including proper classification, routing, and resolution (unless assigned to other support groups).
• Facilitates the resolution of incidents and service requests in partnership with internal teams and vendors.
• Monitors and tracks escalated incidents and service requests, ensuring quality resolution within SLA.
• Performs Diagnosis, Investigation, and Troubleshooting (DI&T) for system-related and mobile service incidents.
• Escalates concerns to appropriate support teams if issues cannot be resolved.
• Drives resolution of complex incidents, leveraging internal expertise and technical resources.
• Participates in Post-Mortem and Change Advisory Board (CAB) meetings to review incident trends and suggest improvements.
• Prepares and releases Incident Reports, Service Performance, and Assessment Reports (weekly / monthly).
• Ensures adherence to Service Request Management PPM, following proper workflows and SLAs.
• Strictly follow standard operating procedures, including attendance, reporting, escalation protocols, and business communication standards.
• Ensures shift-to-shift transition processes are followed, maintaining clear documentation and task continuity.
• Ensures all open tickets are tracked, updated, and closed properly, keeping internal / external customers informed.
• Champions customer service excellence by ensuring incidents and service requests are resolved within service-level commitments.
• REQUIREMENTS :
• 4 to 5 years of experience in one or more of the following : Technical Support, Systems Administration, Database Administration, Systems Analysis, Programming, IT Operations, or Engineering.
• Background in Consulting, Telecom, or IT Industry.
• Experience with ITSM processes, including Incident Management, Change Management, and Problem Management.
• Experience working in a 24x7 environment, with the ability to work flexible hours and be on-call.
• Knowledge in ITIL; ITIL Certification and Lean Six Sigma Certification are ideal but not mandatory.
• No required membership in a professional organization.
• Bachelors degree in IT, Computer Engineering, or any Engineering-related course
• Equal Opportunity Employer
• Globes 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. Globes Diversity, Equity and Inclusion Policy Commitment can be accessedMake 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, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most.Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevies New York.Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.Purpose
• In everything we do, we treat people right to create a Globe of Good.
• Vision
• We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired.
• Mission
• We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.

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