Tier 2 Network Support Lead — Core & Security

Globe Telecom; Manila; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Globe Telecom is seeking a seasoned professional to manage the day-to-day operations of Level 2 Support teams within a specific Service or Core Network domain. The role emphasizes delivering high-quality technical support and aligning initiatives with business goals.

The position requires guiding complex issue resolution, resource management, and proactive reporting to drive performance and customer satisfaction. This opportunity is with Globe Telecom, a leading Philippine telecom provider.

Qualifications

• DUTIES AND RESPONSIBILITIES are described in the job text.

Responsibilities

• Manages day-to-day operations of Level 2 Support teams for a specific Service or Core Network domain.
• Ensures delivery of high-quality technical support and services to meet customer needs.
• Provides guidance and leadership in the resolution of complex issues and complaints related to services.
• Oversees incident resolution, resource allocation, and project support/acceptance.
• Collaborates with unit heads to align technical initiatives with objectives and SLAs.
• Manages processes, standards and guidelines to maintain operational efficiency.
• Prepares comprehensive technical reports with performance metrics and areas for improvement.
• Acts as TSA Domain POC, handles enrollment/allocation and budget planning.
• Identifies training and development needs to support talent growth.
• Manages escalations to maintain a positive working environment.
• Monitors KPIs such as system availability, network performance analytics, MTTR, and problem timelines.

Job description

Globe Telecom is seeking a seasoned professional to manage the day-to-day operations of Level 2 Support teams within a specific Service or Core Network domain. The role emphasizes delivering high-quality technical support and aligning initiatives with business goals.

The position requires guiding complex issue resolution, resource management, and proactive reporting to drive performance and customer satisfaction. This opportunity is with Globe Telecom, a leading Philippine telecom provider.