Hyperscaler CS Lead: SLA & Escalations

PLDT Global, Inc.; Makati; Vor Ort; PHP 1.200.000 - 1.800.000; Vollzeit

Zusammenfassung

PLDT Global, Inc. in Makati seeks a senior customer success and service management professional to lead end-to-end service orchestration for hyperscaler accounts, aligning performance across PGC, PLDT, ePLDT and Vitro.

You will maintain unified service records, SLAs, incidents, and customer experience while driving improvements. Responsibilities include coordinating cross‑entity service performance, leading proactive reviews, managing escalations, and producing executive reports for governance.

Qualifikationen

• 3–5 years in customer success, service management or enterprise operations.
• Excellent communication and stakeholder management.
• Business-level Mandarin language proficiency is a plus

Aufgaben

• Coordinate operational service performance alignment across PGC, PLDT, ePLDT and Vitro for assigned Hyperscaler accounts.
• Maintain a single service records view covering performance metrics, SLAs, incident trends, service health, and customer experience.
• Lead proactive service reviews and prepare QBR- service health focused report, insights, and recommendations for Sales and senior stakeholders.
• Facilitate service-level improvements through root-cause analysis, risk identification, and tracking of corrective actions.
• Serve as the primary escalation facilitator for assigned Hyperscalers to ensure timely engagement of involved teams.
• Track escalations from opening to closure, ensuring clear updates, customer communication, and SLA adherence.
• Drive issue resolution and follow-through with MNS, Service Assurance, ECSA, NOC, Billing, and other support groups.
• Support internal reporting requirements for senior leadership and cross-entity governance

Kenntnisse

Stakeholder management

Communication skills

Client relationship

Ausbildung

Bachelor's degree

Jobbeschreibung

PLDT Global, Inc. in Makati seeks a senior customer success and service management professional to lead end-to-end service orchestration for hyperscaler accounts, aligning performance across PGC, PLDT, ePLDT and Vitro.

You will maintain unified service records, SLAs, incidents, and customer experience while driving improvements. Responsibilities include coordinating cross‑entity service performance, leading proactive reviews, managing escalations, and producing executive reports for governance.