Digital Operations Lead: Reliability & Incident Response

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

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.