Tier2 Engineer

Globe Telecom, Inc.; Rancho Nuevo Colonia (TX); On-site; USD 80,000 - 100,000; Full time

Job summary

Globe Telecom, Inc. in Rancho Nuevo Colonia is looking for a Tier2 Engineer to manage day-to-day operations of Level 2 Support teams across various network domains. This role is crucial in delivering high-quality technical support and ensuring alignment with business objectives.

The ideal candidate will possess strong leadership skills and a proven ability to resolve complex technical issues. Candidates should be ready to manage cross-functional problem management activities and contribute to team development.

Qualifications

• Experience in managing Level 2 support teams for Core Network domains.
• Strong leadership skills in resolving complex technical issues.
• Ability to prepare comprehensive technical reports.

Responsibilities

• Manage day-to-day operations of Level 2 support teams.
• Ensure high-quality technical support and services.
• Collaborate with other units to align technical initiatives.

Skills

Technical support management

Problem management

Root cause analysis

Team management

Financial planning

Job description

## Tier2 EngineerApplylocations: 14F Valero Teleparktime type: Full timeposted on: Posted 30+ Days Agojob requisition id: R0000019518At 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 hereMake 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.