Tier2 Engineer

Globe Telecom · 14F Valero Telepark

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.

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