Expert - Operations Support

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

As a Network Operations Center Engineer specializing in Fault/Incident Management, your role is crucial in monitoring, acknowledging, and resolving network alarms, incidents, and outages. You will be responsible for creating fault tickets, performing first-line troubleshooting, escalating incidents as necessary, updating ticket statuses, and implementing changes and activities based on schedule and quality standards. Your role involves providing timely information on incident status, resolving complaints, and collaborating with support groups and team leaders to ensure efficient incident resolution and network stability.

Your role includes managing the day-to-day operations of our Network Operations Center (NOC), including proactive monitoring, incident resolution, and performance analysis, while also contributing to automation initiatives, configuration management, and CI/CD pipeline support. They will collaborate closely with cross-functional teams to ensure seamless deployment and operational continuity of both network services and integrated systems.

Your position requires a deep understanding of network fundamentals, protocols, and tools, along with hands-on experience in scripting and automation. You will be handling critical incidents in a high-pressure environment, continuously optimizing network performance, and contributing to the development of scalable operational solutions.

DUTIES AND RESPONSIBILITIES:

• Monitors and acknowledges alarms at Alarm Management System (AMS)/ Element Management System (EMS) for the Core network

• Create fault tickets for Network Incidents and Outages

• Performs first-line troubleshooting of alarms, outages, network quality/performance issues

• Updates the status of all open tickets and clears immediately upon restoration of the fault 

• Escalates incidents to the support group for incidents that need onsite support

• Provides regular and timely information on the status of incidents until resolution

• Resolves complaints endorsed by the Service Desk

• Updates the status of all open tickets and clears immediately upon restoration of the fault 

• Implements activities/work requests assigned by Team Leaders based on agreed schedule and quality standards

• Implements changes for network rollout, project-related/adhoc activities, and provides feedback to the proponent through email

• Performs vertical and horizontal escalation during instances of network outages or degradation

• Implement and manage monitoring tools, alert systems, and automated health checks.

• Collaborate on infrastructure automation and CI/CD pipeline integrations.

KPIs:

• Ticket handling performance, End-to-end service assurance TAT, customer communication and reports, attendance, and project contributions. 

• Implementation of corrective and preventive actions for high-risk audit findings.
  Functioning business continuity plans and procedures during operational disruptions. 

TOP 3-5 DELIVERABLES:

• Resolution of alarms, outages, and complaints

• Visualization of network health correlated with deployment activities

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.