SLA & Incident Manager: Circuit Reliability & RCA Expert

Globe Telecom, Inc.; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Globe Telecom, Inc. is seeking an experienced professional to oversee SLA governance, incident and problem management, and RCA activities within our network operations framework.

The role involves coordinating with cross-functional teams to review circuit health, analyze incident trends, and drive permanent improvements. Strong presentation skills and ITSM tool experience are essential in communicating findings to executives and stakeholders.

Qualifications

• 5+ years in SLA Governance, Incident and Problem Management (RCA)
• Experience in Telco and B2B Enterprise Core Data Products/Architecture
• Exposure to ITSM tools like Salesforce and ServiceNow

Responsibilities

• Facilitates circuit health and SLA performance reviews, analyzing incident trends and presenting data to stakeholders.
• Conducts post-incident reviews and RCA with cross-functional teams to drive fixes for recurring incidents.
• Acts as primary post-repair interface, handling incident inquiries, outage reviews and service performance concerns.
• Monitors Tier 2 circuit availability and drives recovery through Service Improvement Plans.
• Validates downtime against reported incidents and manages rebate endorsements per SLA commitments.

Skills

SLA Governance

Incident Management

Problem Management

Root Cause Analysis

Executive Presentation

Education

Information Technology

Computer Engineering

Electronics and Communication Engineering

Tools

Salesforce

ServiceNow

Telco ITSM Tools

Job description

Globe Telecom, Inc. is seeking an experienced professional to oversee SLA governance, incident and problem management, and RCA activities within our network operations framework.

The role involves coordinating with cross-functional teams to review circuit health, analyze incident trends, and drive permanent improvements. Strong presentation skills and ITSM tool experience are essential in communicating findings to executives and stakeholders.