Ops & Resolver Group Mgt Lead (Mainstream)

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

Leads and manage the team in a day to day operations. (Core Data L1, Mobile L1/L2, BB L1/L2 and IT L1/L2)

Duties And Responsibilities

• Acknowledge and attend to B2B customer reported issues for Mobile postpaid, Duo, Voice/SMS, Wireless VPN, signal coverage, and SDWAN-LTE nomadic, Broadband, Enterprise Voice, ICT Services., etc.
• Deliver case handling support via the prescribed phone and ticket management systems.
• Conduct case isolation and troubleshooting including necessary L2 procedures using the following tools:
• Recommends prioritization of trouble and performance tickets when escalated by customers.
• Champions customer rights. Assures that complaints tickets are handled based on service level commitments.
• Formulates solutions for routines and special cases.
• Monitors and re-engineers business processes.
• Manages the availability of the manpower during the assigned shift.
• Responsible for the team’s processes and escalation.
• Performs all shift to shift routines and tasks
• Generates and addresses all trouble tickets and ensures accurate analysis of reports.
• Keeps customers up to date on the status of issues or concerns raised to the team.
• Generates performance reports and issue tickets to support teams for issues that require their support.
  
  
  

Requirements

• Experienced on managing and handling people. Strong background on Customer Service and Business Process development.
• 5 years or more working experience in Telecom industry
• Good understanding of 2G, 3G, and 4G Basics
• Good leadership skills.
• Awareness on various OSS tools.
• Awareness of Node B module, BTS, HW versions, etc. is added plus
• College Graduate with degree on Engineering, IT, or Computer related
  
  
  

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.