Global NOC Engineer — Incident & Change Lead

BSO IRELAND LIMITED; Davao City; On-site; PHP 335,000 - 670,000; Full time

Job summary

BSO IRELAND LIMITED is seeking a Global NOC Engineer to join the Service Assurance Team, focused on ensuring service delivery and availability. The role drives incident and change management across BSO products and services, with on-call and emergency cover as required.

You will serve as the primary contact for customers and suppliers, troubleshoot issues, and maintain detailed records while pushing process improvements for enhanced customer experience.

Qualifications

• CCNA certification is required.
• Ability to own supplier maintenance notifications through to resolution.
• Ability to engage with customers to seek proactive preemptive works to maintain service.
• Assist in ensuring internal change management processes including CABs/ECABs involvement.
• Ability to assist in post-change assessment and post-change checks.
• Ability to complete requested reports for internal and external customers.
• Commitment to continuous improvement of personal and departmental processes.

Responsibilities

• Be the customers' central and first point of contact from initial query to final resolution with strong communication and customer service.
• Proactively manage and troubleshoot incidents, service requests, and changes per business processes.
• Ensure follow-up for all level 1 and 2 support queries.
• Take ownership of user problems and proactively resolve issues.
• Build key customer relationships and trust in the company.
• Investigate faults up to skill level and escalate as needed while owning resolution.
• Maintain accurate audit of actions and communications in the call logging system.
• Escalate complex issues to appropriate teams or third parties within SLA timescales.
• Help ensure the global network information is maintained in company systems.
• Drive improvements in incident and change management tools and processes.

Education

CCNA certification

Job description

BSO IRELAND LIMITED is seeking a Global NOC Engineer to join the Service Assurance Team, focused on ensuring service delivery and availability. The role drives incident and change management across BSO products and services, with on-call and emergency cover as required.

You will serve as the primary contact for customers and suppliers, troubleshoot issues, and maintain detailed records while pushing process improvements for enhanced customer experience.