SLA & Incident Management Lead — Telco

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

Job summary

Globe Telecom, Inc. seeks an experienced professional to lead SLA governance and incident management, driving RCA, root-cause fixes, and service improvements for Tier 2 circuits.

You will coordinate cross-functional resolver teams, monitor performance, and ensure transparent communication with customers. The role requires 5+ years in telco and enterprise data product architecture, strong ITSM tool experience (Salesforce, ServiceNow), and excellent reporting for executive reviews.

Qualifications

• At least 5 years experience in SLA Governance, Incident and Problem Management (RCA).
• At least 5 years experience in Telco and B2B Enterprise Core Data Products and Architecture.
• Experience in ITSM Tools (Salesforce, ServiceNow, and proprietary Telco).
• Technical reporting and executive presentation skills for business reviews & stakeholder management.

Responsibilities

• Facilitates circuit health and SLA performance reviews, analyzing incident trends and presenting reporting data to internal and customer stakeholders.
• Conducts post-incident review and root cause analysis by coordinating with cross-functional resolver teams and drive permanent fixes for recurring incidents.
• Serve as the primary post-repair customer interface, providing transparent incident inquiries, circuit outage reviews, RCA and service performance concerns.
• Proactively monitors the availability of Tier 2 circuits and drives circuit performance recovery through execution of Service Improvement Plans.

Skills

SLA Governance

Incident & Problem Mgmt

Telco & B2B Data

Education

Bachelor's degree in Information Technology, Computer Engineering, Electronics and Communication Engineering.

Tools

Salesforce

ServiceNow

Telco Tools

Job description

Globe Telecom, Inc. seeks an experienced professional to lead SLA governance and incident management, driving RCA, root-cause fixes, and service improvements for Tier 2 circuits.

You will coordinate cross-functional resolver teams, monitor performance, and ensure transparent communication with customers. The role requires 5+ years in telco and enterprise data product architecture, strong ITSM tool experience (Salesforce, ServiceNow), and excellent reporting for executive reviews.