TIER2 Technical Manager

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.