Senior SLA & Incident Manager

Globe Telecom; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Globe Telecom is seeking an experienced professional to drive circuit service availability and SLA compliance. You will facilitate performance reviews, conduct root cause analysis, and drive service improvement plans while coordinating with cross-functional teams and stakeholders.

You will also serve as the primary post-repair interface, manage customer inquiries, review circuit outages, and ensure rebate endorsements align with SLA commitments. Extensive ITSM tooling experience is expected.

Qualifications

• At least 5 years experience in SLA Governance, Incident and Problem Management (RCA).
• Experience in Telco and B2B Enterprise Core Data Products and Architecture.
• Experience with ITSM tools (Salesforce, ServiceNow, and proprietary Telco ITSM tools).
• Certification in IT Service Management Frameworks (ITIL Foundations) is preferred but not required.

Responsibilities

• Facilitates circuit health and SLA performance reviews, analyzing incident trends and presenting data to stakeholders.
• Conducts post-incident reviews and RCA, coordinating with resolver teams for permanent fixes.
• Serves as primary post-repair interface, handling incident inquiries and SLA-related concerns.
• Monitors availability of Tier 2 circuits and drives recovery via Service Improvement Plans.
• Validates service downtime, manages rebate endorsements and SLA commitments.

Skills

SLA Governance

Incident & Problem Management

Executive presentation skills

ITSM reporting

Education

Bachelor’s degree in Information Technology

Bachelor’s degree in Computer Engineering

Bachelor’s degree in Electronics & Communications Engineering

Tools

Salesforce

ServiceNow

Telco ITSM tools

Job description

Globe Telecom is seeking an experienced professional to drive circuit service availability and SLA compliance. You will facilitate performance reviews, conduct root cause analysis, and drive service improvement plans while coordinating with cross-functional teams and stakeholders.

You will also serve as the primary post-repair interface, manage customer inquiries, review circuit outages, and ensure rebate endorsements align with SLA commitments. Extensive ITSM tooling experience is expected.