Tier2 Engineer

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

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

Manages the day-to-day operations of Level 2 Support teams for a specific Service or Core Network domain. (CS/PS/Fixed Voice Network Cores, VAS and Applications, Security Platforms) Ensures the delivery of high-quality technical support and services to meet customer needs.

DUTIES AND RESPONSIBILITIES

Responsible for managing the delivery and fulfillment of support and services provided by Technical Managers and Senior Engineers. Provides guidance and leadership in the overall resolution of complex issues and complaints related to services and Telco Core Network Equipment. Ensures right resources are assigned to the incident resolution, issue handling and projects support/acceptance. Oversees the execution of business supporting processes, standards and guidelines to maintain operational efficiency. Collaborates with other unit heads to align technical initiatives with organizational objectives and achieve unit deliverables and SLAs. Manages the team’s delivery of processes, standards and guidelines to maintain operational efficiency. Manage and support cross-functional, end-to-end problem management activities, including ticket assessment, root cause analysis, permanent fix solutions and prevention of future incidents. Responsible for preparation and preparation of comprehensive technical reports of the Unit team, highlighting performance metrics, key achievements and areas for improvement. TSA Domain POC, ensures correct TSA enrollment/allocation. Provides inputs and operational perspective to influence development plans, solutions and projects. Prepares budgetary requirements of Unit team applying financial planning and controls. Identifies training and development needs of Unit team to support talent development and leadership growth. Handles escalation of issues and team’s concerns through various means to maintain positive working environment within the unit and other groups.

KPIs

System Availability, Network Performance Analytics Reports, MTTR, Problem Management Analytics Timelines/Goal completion/NPS Training hours completed, certification completion of Unit team. Process SLA fulfillment/Work Order & Ticket Closure Completion of budget planning and preparations. Monitoring of availments.

TOP 3-5 DELIVERABLES

• Delivery of Network Performance, System Availability, Security Remediation
• Completion of Unit Team initiatives as aligned with Top Business Objectives
• Delivery of Technical Talent development
• Delivery of business supporting processes.

CAPEX/OPEX Management

Equal Opportunity Employer Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants. Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

About Globe Telecom, Inc.

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most. Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie's New York. Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.

Purpose, Vision, Mission

Purpose In everything we do, we treat people right to create a Globe of Good. Vision We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired. Mission We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.