Service Reliability & SLA Manager
Globe Telecom, Inc.
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Job summary
Globe Telecom, Inc. in the Philippines seeks an experienced ITSM and SLA governance professional to drive service availability and customer satisfaction.
You will coordinate root-cause analysis, incident reviews, and service improvement plans with cross-functional teams to ensure adherence to SLA commitments. Responsibilities include post-incident interfaces with customers, monitoring circuit performance, and validating downtime for rebate endorsements, with a strong emphasis on executive
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 such as Salesforce and ServiceNow; familiarity with proprietary Telco ITSM is a plus.
- Strong technical reporting and executive presentation skills for business reviews and stakeholder management.
- Bachelor's degree in Information Technology, Computer Engineering, Electronics and Communication Engineering.
Responsibilities
- Facilitates circuit health and SLA performance reviews with incident trend analysis.
- Conducts post-incident reviews and RCA with cross-functional teams to drive fixes.
- Acts as primary post-repair interface for customers, handling outage reviews and service concerns.
- Monitors Tier 2 circuit availability and drives recovery via Service Improvement Plans.
- Validates downtime and manages rebate endorsements per SLA commitments.
Skills
Education
Tools
Job description
Globe Telecom, Inc. in the Philippines seeks an experienced ITSM and SLA governance professional to drive service availability and customer satisfaction.
You will coordinate root-cause analysis, incident reviews, and service improvement plans with cross-functional teams to ensure adherence to SLA commitments. Responsibilities include post-incident interfaces with customers, monitoring circuit performance, and validating downtime for rebate endorsements, with a strong emphasis on executive
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