Network Operations Engineer

Globe Telecom, Inc.; Makati; On-site; PHP 520,000 - 760,000; Full time

Job summary

Globe Telecom, Inc. in Makati is seeking a Network Resource Center Engineer focused on fault and incident management. You will monitor alarms, create fault tickets, perform first-line troubleshooting, escalate where needed, and update ticket statuses to ensure rapid restoration of service.

Join a team responsible for core network incident management, implementing changes, and providing timely status updates to stakeholders while maintaining network stability and customer service levels.

Qualifications

• Monitoring alarms in Core network via AMS/EMS.
• Creating fault tickets for network incidents/outages.
• First-line troubleshooting of alarms and performance issues.
• Escalating incidents to support groups and onsite teams as needed.

Responsibilities

• Monitors/acknowledges alarms for Core network.
• Creates fault tickets for incidents/outages.
• Performs first-line troubleshooting of alarms/outages.
• Updates status of open tickets and clears upon restoration.
• Escalates incidents to support groups for onsite needs.
• Provides timely incident status updates until resolution.
• Implements changes and activities per schedule and quality standards.

Skills

Fault/Incident management

AMS/EMS monitoring

Troubleshooting

Incident escalation

Communication

Tools

Alarm Management System (AMS)

Element Management System (EMS)

Ticketing system

Job description

Job Description

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

As a Network Resource Center Engineer specializing in Fault/Incident Management, your role is crucial in monitoring, acknowledging, and resolving network alarms, incidents, and outages. You will be responsible for creating fault tickets, performing first-line troubleshooting, escalating incidents as necessary, updating ticket statuses, and implementing changes and activities based on schedule and quality standards. Your role also involves providing timely information on incident status, resolving complaints, and collaborating 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 Core network
• Create fault tickets for Network Incidents and Outages
• Performs first line troubleshooting of alarms, outages, network quality / performance issues
• Updates status of all open tickets and clears immediately upon restoration of fault
• Escalates incidents to support group for incidents needed onsite support
• Provides regular and timely information on the status of incidents until resolution
• Resolves complaints endorsed by Service Desk
• Updates status of all open tickets and clears immediately upon restoration of fault
• Implements activities/work requests assigned by Team Leaders based on agreed schedule and quality standards
• Implements changes for network rollout, project related/adhoc activities and provides feedback to proponent thru email
• Performs vertical and horizontal escalation during instances of network outages or degradation

KPIs

• Resolve incidents and complaints within the target SLA
• Implements Network changes endorsed by engineering and SICE accurately within the specified time

Top Deliverables

• Core network incident management, ensuring that core incidents are attended to and resolved within SLA
• Ensure that network changes are properly executed within the time frame endorsed by SICE and Eng’g
• Support the internal customers on their BAUs and Projects

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. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Company Profile

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most. Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s New York. Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers. Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

Purpose, Vision, and Mission

Purpose In everything we do, we treat people right to create a Globe of Good.

Vision We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired.

Mission We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.