Digital Operations & Service Reliability Lead

Globe Telecom, Inc.; Cebu City; On-site; PHP 900,000 - 1,100,000; Full time

Job summary

Globe Telecom, Inc. is seeking a Digital Operations Expert to ensure 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 analytics to minimize customer impact and maintain service excellence. It collaborates with Product, IT, Engineering, Marketing and Support for rapid issue resolution and continuous improvements.

Qualifications

• 4–6 years in Digital Operations, Business Operations, Service Assurance, IT Operations, or Service Management.
• Minimum 2 years hands-on experience supporting digital channels (mobile apps, web platforms, APIs).
• Experience in incident management and recovery operations, including bridge calls and post-incident reviews.
• Strong understanding of ITIL-based processes: Incident, Problem, Change, and Service Transition.
• Proven ability to translate recurring incidents and customer issues into structured improvement initiatives.
• Experience with root cause analysis (RCA) and driving preventive actions.

Responsibilities

• Oversee operational monitoring, incident management, service recovery and performance analytics to minimize customer impact.
• Collaborate with Product, IT, Engineering, Marketing and Support to drive rapid issue resolution and continuous improvement.
• Leverage data and performance insights to identify trends, improve customer experience and support business decisions.
• Ensure governance and adherence to operational standards during transitions from projects to operations.

Skills

ITIL-based processes

Incident management

Bridge-call coordination

RCA

KPI reporting

Stakeholder communication

Job description

Globe Telecom, Inc. is seeking a Digital Operations Expert to ensure 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 analytics to minimize customer impact and maintain service excellence. It collaborates with Product, IT, Engineering, Marketing and Support for rapid issue resolution and continuous improvements.