Service Assurance Manager

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

Job summary

Globe Telecom is seeking a Service Management professional to act as the single point of contact for Enterprise and Mobile Business units. You will oversee service quality, incidents, and analytics, coordinating with multiple teams to drive improvements in performance and customer experience.

The role requires strong collaboration, data-driven analysis, and the ability to lead cross-functional discussions to resolve complex service issues and help optimize network performance.

Qualifications

• Experience in service management and incident handling.
• Ability to analyze service quality, breaches, and network issues.
• Collaborative work across cross-functional teams to resolve problems.

Responsibilities

• Serve as SPOC for Enterprise, Consumer Mobile, ProdMan and OSMCE teams to elevate service issues.
• Provide regular updates on service performance, customer experience, incidents and initiatives.
• Create, own, and manage Enterprise and International Service Performance Dashboard.
• Analyze causes of breaches in service quality thresholds and abnormal network behavior.
• Monitor issues and coordinate with support groups for timely resolutions.
• Lead meetings with stakeholders to prioritize quality site issues and improvements.
• Validate improvements after completing network quality initiatives.
• Communicate service-affecting incidents to Business teams via OTT app and bridges.
• Follow up aging tickets and escalate as needed to ensure timely closure.
• Suggest enhancements to monitoring and incident response processes.

Skills

SPOC coordination

Service analytics

Stakeholder communication

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.

Business Interface for Service Management

• SPOC for Enterprise Business, Consumer Mobile Business, ProdMan and OSMCE teams to elevate service issues and complaints


• Regular updates to Business on service performance and customer experience, key initiatives and incidents affecting service level

Service Quality Management

• Create, Own, and Manage Enterprise and International Service Performance Dashboard.


• Analyze cause of breaches in service quality thresholds, abnormal network behavior, performance degradation and loss of data.


• Monitor and highlights anticipated service quality (or network quality) issues to the concerned support groups


• Track and Manage the resolution of any service issues (or network resource issue) that affects service delivery, availability, and quality


• Collaborate with different support groups across the organization to resolve service or network (resource) issues by initiating and/or presiding over meetings with stakeholders.


• Recommend and provide inputs or direction in the prioritization of addressing quality sites or issues.


• Post Validation of service improvement based from the completed network quality programs/initiatives.

Service Incident Management

• Communicate to Business teams the services affected by critical incidents thru OTT app and open Business bridge as necessary.


• Follow up on aging tickets or escalations from Business team and ensure resolution & timelines.


• Join technical bridge to provide input on incident restoration, call technical bridge for aging tickets


• Provide Recommendations to improve network performance monitoring to SCC in relation to service experience.


• Conduct trending analysis and provide inputs on incident investigation and RCA.


• Responsible for closure / Communication to Business / Knowledge management (inputs)


• Responsible for making recommendations to Operations team to align on priorities at the Service Management Review Board meetings

Service Problem Management

• Continuously improve service level such as SLA and KQI metrics.


• Review recurring incident or service issues and provide recommendation for permanent fix or solutions.


• Collaborate with domains and support groups for the permanent fix recommendations.


• Develop streamlined processes to ensure efficient work flows and minimize service issues.

Service Experience Optimization And Analytics

• Recommend and participates in the network quality improvement programs involving the different engineering & operations disciplines such that network and service benchmark figures are better or at par with the competition.


• Provide input to TSD to update design guidelines based on analysis of service data and customer experience.


• Provide insights to stakeholders such as customer behavior, trends and patterns to improve subscriber experience and maximize business opportunities.

Service Experience Testing

• Conduct regular Service testing of existing services.


• Oversee operational service tests, review service performance, and provide input to Product, TSD teams in reviewing service roadmap.


• Manage Service Active Test script configuration and results.

Customer Complaints and Survey Technical Analytics

• Analytics & correlation of service issues based on FR/PIR, Fizzback, TRIM, NPS.


• Report/Updates stakeholders on the analysis, action plans and timelines

Service Management Review Board and Network Quality Management

• Own and present to Senior Management and Stakeholders the overall service performance, issues and improvement initiatives.

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