Tier 2 Network Operations Lead

Globe Telecom, Inc.; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Globe Telecom, Inc. is seeking an experienced leader to manage Level 2 Support teams across CS/PS/Fixed Voice Network Cores, VAS, and applications.

You will drive high-quality technical support, coordinate incident handling, and align resources to service delivery, ensuring customer satisfaction and operational excellence. Role emphasizes cross-functional collaboration, KPI tracking, budget planning, and staff development to sustain service reliability and continuous improvement within the Telco

Qualifications

• Experience leading Level 2 technical support teams.
• Strong incident management and problem-solving skills.
• Ability to coordinate cross-functional teams and manage SLAs.

Responsibilities

• Manages day-to-day operations of Level 2 Support teams for specific Service or Core Network domains.
• Ensures delivery of high-quality technical support and services to meet customer needs.
• Guides resolution of complex issues and coordinating incident handling and projects support.
• Oversees resource assignment, process adherence, and performance reporting.
• Prepares unit budgets, training plans, and talent development initiatives.

Job description

Globe Telecom, Inc. is seeking an experienced leader to manage Level 2 Support teams across CS/PS/Fixed Voice Network Cores, VAS, and applications.

You will drive high-quality technical support, coordinate incident handling, and align resources to service delivery, ensuring customer satisfaction and operational excellence. Role emphasizes cross-functional collaboration, KPI tracking, budget planning, and staff development to sustain service reliability and continuous improvement within the Telco