Network Operations Engineer

Globe Telecom; Makati; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Globe Telecom is seeking a Network Resource Center Engineer specializing in Fault/Incident Management. The role focuses on monitoring alarms, creating fault tickets, and providing first-line troubleshooting to sustain core network stability.

You will update ticket statuses, escalate when needed, and communicate incident progress to stakeholders. Responsibilities include incident containment, collaboration with support groups, and timely execution of changes and activities in line with schedules

Qualifications

• Experience in fault/incident management for core networks.
• Ability to perform first-line troubleshooting and ticket creation.
• Familiarity with escalation and incident-status communication.

Responsibilities

• Monitor alarms on Alarm/Element Management Systems for Core network.
• Create fault tickets for network incidents and outages.
• Troubleshoot alarms, outages, and network performance issues.
• Update and close tickets promptly after restoration of faults.
• Escalate incidents to the appropriate support groups when onsite assistance is needed.
• Provide timely incident status updates until resolution.
• Coordinate with team leaders and other groups on changes and activities.
• Implement network changes and project-related activities per schedule.

Skills

Alarm monitoring

Fault management

Incident troubleshooting

Ticketing & status updates

Escalation procedures

Cross-team coordination

Tools

AMS/EMS systems

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

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.