Digital Operations & Service Reliability Lead

Globe Group; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Globe is seeking a Digital Operations Expert to ensure the reliability, performance, and availability of our digital channels and APIs that support customer transactions and experiences. You will collaborate with Product, IT, Engineering, Marketing, and Support to drive rapid issue resolution, implement continuous improvements, and ensure operational readiness.

Leverage data and performance insights to identify trends, protect revenue, and enhance customer experience while adhering to governance

Qualifications

• Extensive experience in Digital Operations, IT Operations, or Service Management.
• Strong ITIL-based process knowledge including Incident, Problem, and Change Management.
• Proven ability to translate incidents and customer issues into improvement initiatives.
• Experience with reporting KPIs and presenting to executives.

Responsibilities

• Ensure reliability, performance, and availability of digital channels and APIs.
• Coordinate incident management, bridge calls, and post-incident reviews.
• Drive continuous improvements to reduce downtime and improve MTTR/MTTD.
• Collaborate with Product, IT, Engineering, Marketing and Support to ensure operational readiness.

Skills

Digital Operations

ITIL & ITSM

Incident Management

Data Analytics

Job description

Globe is seeking a Digital Operations Expert to ensure the reliability, performance, and availability of our digital channels and APIs that support customer transactions and experiences. You will collaborate with Product, IT, Engineering, Marketing, and Support to drive rapid issue resolution, implement continuous improvements, and ensure operational readiness.

Leverage data and performance insights to identify trends, protect revenue, and enhance customer experience while adhering to governance