SLA & Incident Management Leader

Globe Group

Philippines

On-site

PHP 1,200,000 - 2,000,000

Full time

14 days+

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Job summary

Globe Group is seeking an experienced ITSM/Service Governance professional in the Philippines to oversee SLA governance, incident and problem management, and post-incident reviews. The role involves coordinating with cross-functional teams to analyze incidents, drive root cause analysis, and implement service improvement plans to maintain high availability.

The successful candidate will have 5+ years in Telco/B2B IT products, strong reporting skills, familiarity with ITSM tools such as

Qualifications

Minimum 5 years in SLA governance, incident and problem management (RCA).
Experience in Telco and B2B Enterprise Core Data products/architecture.
ITSM tools proficiency (Salesforce, ServiceNow, proprietary Telco).

Responsibilities

Facilitate circuit health, SLA performance reviews, and report results to stakeholders.
Lead post-incident reviews and RCA with cross-functional teams; drive permanent fixes.
Serve as primary post-repair interface, handle incident inquiries, reviews, and service concerns.
Monitor Tier 2 circuit availability and drive recovery via Service Improvement Plans.
Validate downtime and manage rebate endorsements per SLA commitments.