Operations Support Expert

Globe Telecom, Inc.; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

Globe Telecom, Inc. in Manila seeks a Tier 1 Tech Service Support Engineer to act as the primary technical interface for B2B clients, handling incident resolution and service continuity across Core Data, Broadband, Mobile, and IT services.

You will perform initial troubleshooting, health checks, and network diagnostics, manage incident lifecycles, and coordinate with internal teams and vendors to restore service within SLAs, while maintaining proactive communication with customers.

Qualifications

• 3 to 5 years of telecom or IT network operations experience.
• Proficient in IP protocols and network hardware.
• Experience in incident lifecycle management and SLA adherence.
• Strong analytical and customer relationship skills.

Responsibilities

• Serve as the primary technical interface for B2B clients.
• Perform initial troubleshooting and health checks.
• Conduct network diagnostics and restore circuits.
• Coordinate with internal support groups, field teams, and vendors to resolve issues.
• Provide proactive status updates during incidents.

Skills

Network operations

Troubleshooting

incident management

Customer relationship management

OSPF/BGP

Education

Bachelor degree in Engineering (Electronics/Communication), Computer Science, or IT

Tools

Routers

Switches

Firewalls

TCP/IP

SIP

RTP

Job description

## Operations Support ExpertApplylocations: 12F Valero Teleparktime type: Full timeposted on: Posted Todaytime left to apply: End Date: August 31, 2026 (30+ days left to apply)job requisition id: R0000021201At 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.## **Job Description**The Tier 1 Tech Service Support Engineer serves as the primary technical interface for B2B clients, responsible for incident resolution and service continuity. This role demands a blend of deep technical expertise in IP networking, Broadband and Mobile technology and IT services and strong customer relationship management. The engineer drives operational efficiency by managing end-to-end incident lifecycles, leading technical escalations, and meeting key performance targets such as MTTR, NPS, and SLA compliance to ensure high levels of customer satisfaction.**DUTIES AND RESPONSIBILITIES:*** Act as the first point of contact for B2B customers experiencing technical issues across Core Data, Broadband, Mobile, and IT services.* Conduct initial troubleshooting, alarm checking, and routine health checks to maintain network connectivity and service quality.* Perform network diagnostics (ping, traceroute, packet analysis) and restore circuits using logical approaches.* Manage incident lifecycles by ensuring correct logging, prioritization, and timely resolution.* Coordinate with internal support groups, field teams, and vendors to resolve complex issues and restore service within agreed SLAs.* Conduct proactive customer communication to provide status updates and manage expectations throughout the incident lifecycle.**REQUIREMENTS:*** Minimum 3 to 5 years of experience in telecom or IT network operations, ideally in a 24/7 environment.* Proficient in IP protocols (TCP/IP, SIP, RTP), network hardware maintenance (routers, switches, firewalls), and dynamic routing (OSPF, BGP).* Strong analytical, problem-solving, and organizational skills.* Experience in vendor and customer relationship management.* Committed to operational excellence, process improvement, and SLA compliance.* Bachelor degree in Engineering (Electronics/Communication), Computer Science, or IT.**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 hereMake 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.### About UsGlobe 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.