Expert - Operations Support

Globe Telecom, Inc.; Davao City; On-site; PHP 334,800 - 558,000; Full time

Job summary

Globe Telecom, Inc. is seeking a Network Operations Center Engineer in Davao City, Philippines. This role is essential for monitoring and resolving network alarms and incidents. You will handle fault tickets, perform troubleshooting, and work with support teams to ensure network stability.

The ideal candidate has a deep understanding of networking fundamentals and hands-on experience in automation and incident management. Responsibilities include escalating incidents, updating ticket statuses, and collaborating on project activities.

Qualifications

• Deep understanding of network fundamentals, protocols, and tools.
• Hands-on experience in scripting and automation.
• Experience handling critical incidents in a high-pressure environment.

Responsibilities

• Monitors and acknowledges alarms at the Alarm Management System.
• Create fault tickets for network incidents and outages.
• Perform first-line troubleshooting of alarms, outages, network quality/performance issues.
• Update the status of all open tickets and clear them upon restoration.
• Escalate incidents for on-site support when necessary.
• Provide regular updates on the status of incidents until resolution.

Skills

Network fundamentals

Scripting and automation

Incident management

Job description

Job Description

As a Network Operations Center Engineer specializing in Fault/Incident Management, your role is crucial in monitoring, acknowledging, and resolving network alarms, incidents, and outages. You will create fault tickets, perform first‑line troubleshooting, escalate incidents as necessary, update ticket statuses, and implement changes and activities based on schedule and quality standards. You will provide timely information on incident status, resolve complaints, and collaborate with support groups and team leaders to ensure efficient incident resolution and network stability.

Duties and Responsibilities

• Monitors and acknowledges alarms at Alarm Management System (AMS) / Element Management System (EMS) for the core network
• Create fault tickets for network incidents and outages
• Perform first‑line troubleshooting of alarms, outages, network quality/performance issues
• Update the status of all open tickets and clear them immediately upon restoration of the fault
• Escalate incidents to the support group for incidents that need on‑site support
• Provide regular and timely information on the status of incidents until resolution
• Resolve complaints endorsed by the Service Desk
• Implement activities/work requests assigned by team leaders based on agreed schedule and quality standards
• Implement changes for network rollout, project‑related/adhoc activities, and provide feedback to the proponent through email
• Perform vertical and horizontal escalation during instances of network outages or degradation
• Implement and manage monitoring tools, alert systems, and automated health checks
• Collaborate on infrastructure automation and CI/CD pipeline integrations

KPIs

• Ticket handling performance
• End‑to‑end service assurance TAT
• Customer communication and reports
• Attendance
• Project contributions
• Implementation of corrective and preventive actions for high‑risk audit findings
• Functioning business continuity plans and procedures during operational disruptions

Top 3–5 Deliverables

• Resolution of alarms, outages, and complaints
• Visualization of network health correlated with deployment activities

Qualifications

• Deep understanding of network fundamentals, protocols, and tools
• Hands‑on experience in scripting and automation
• Experience handling critical incidents in a high‑pressure environment

Equal Opportunity Employer

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.