Digital Business Operations & Service Assurance Expert

Globe Telecom; Taguig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Globe Telecom in the Philippines seeks a Digital Operations Expert to ensure the reliability, performance, and availability of digital channels and APIs that power customer transactions and experiences.

The role collaborates with Product, IT, Engineering, Marketing, and Support to drive rapid issue resolution, implement improvements, and maintain operational readiness while leveraging data to improve customer experience and protect revenue.

Qualifications

• 4–6+ years in Digital Operations, Business Operations, Service Assurance, IT Operations, or Service Management.
• Hands-on experience supporting digital channels (mobile apps, web, APIs, or customer-facing services).
• Experience in incident management, bridge calls, and post-incident reviews.
• Strong understanding of ITIL-based processes (Incident/Problem/Change/Service Transition).
• Proven ability to translate incidents into optimization initiatives.

Responsibilities

• Ensure reliability, performance, and availability of digital channels and APIs.
• Lead incident management and service recovery with cross-functional teams.
• Perform performance analytics to minimize customer impact.
• Collaborate with Product, IT, Engineering, Marketing and Support to drive improvements.

Skills

Incident management

Root cause analysis

KPI management

Stakeholder communications

ITIL processes

Job description

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.

The Digital Operations Expert is responsible for ensuring the reliability, performance, and availability of digital channels and APIs that support customer transactions and experiences. This role oversees operational monitoring, incident management, service recovery, and performance analytics to minimize customer impact and maintain service excellence.

The role works closely with Product, IT, Engineering, Marketing, and Support teams to drive rapid issue resolution, implement continuous improvements, and ensure operational readiness. Additionally, the Digital Operations Lead leverages data and performance insights to identify trends, improve customer experience, protect revenue, and support business decision-making while ensuring compliance with governance and operational standards.

Hiring Requirements

Work Experience

• At least 4–6 years of experience in Digital Operations, Business Operations, Service Assurance, IT Operations, or Service Management.
• Minimum 2 years of hands-on experience supporting digital channels, including mobile applications, web platforms, APIs, or customer-facing digital services.
• Experience in incident management and recovery operations, including coordination of bridge calls, stakeholder communications, impact assessments, and post-incident reviews.
• Strong understanding of ITIL-based processes, including Incident Management, Problem Management, Change Management, and Service Transition.
• Proven experience translating recurring incidents, customer complaints, and operational issues into structured enhancement or optimization initiatives.
• Experience in root cause analysis (RCA), identifying recurring issues, and driving preventive and corrective actions.
• Experience governing service transitions from project delivery teams to operational support teams, including knowledge transfer, stabilization monitoring, and escalation management.
• Strong background in operational reporting, KPI management, and executive-level performance presentations.
• Experience driving continuous improvement initiatives focused on reducing downtime, improving MTTD/MTTR, increasing service reliability, and enhancing customer experience.
• Exposure to Globe digital platforms, customer journeys, and operational processes is highly preferred.

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.