Service Assurance Manager

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

Job summary

Globe Telecom, Inc. in the Philippines seeks an E2E manager for service assurance of Mobile Data Services.

You will act as the business interface for service management and serve as the single point of contact for Enterprise and Consumer Mobile teams to expedite issues and safeguard service quality. You will create and own enterprise and international service performance dashboards, monitor breaches, coordinate incident response, and drive continuous improvement with engineering and operations

Responsibilities

• Business Interface for Service Management
• SPOC for Enterprise Business, Consumer Mobile Business, ProdMan and OSMCE to expedite service issues
• 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 highlight anticipated service quality issues to the concerned support groups
• Track and Manage the resolution of any service issues that affect service delivery, availability, and quality
• Collaborate with different support groups across the organization to resolve service or network issues by initiating meetings with stakeholders
• Recommend and provide inputs to prioritize addressing quality sites or issues
• Post Validation of service improvement based on completed network quality programs/initiatives
• Service Incident Management Communicate to Business teams the services affected by critical incidents
• Follow up on aging tickets or escalations from Business team and ensure resolution & timelines
• Join technical bridge to provide input on incident restoration and 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
• 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 participate in network quality improvement programs
• 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
• 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.

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.

Job Description E2E manager for service assurance of Mobile Data Services.

DUTIES AND RESPONSIBILITIES

• Business Interface for Service Management
• SPOC for Enterprise Business, Consumer Mobile Business, ProdMan and OSMCE teams to ... expedite 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 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.

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.

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.