Tier2 Engineer

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 DescriptionManages the day-to-day operations of Level 2 Support teams for aspecific Service or Core Network domain. (CS/PS/Fixed Voice NetworkCores, VAS and Applications, Security Platforms)Ensures the delivery of high-quality technical support and services tomeet customer needs.Duties And ResponsibilitiesResponsible for managing the delivery and fulfillment of support and services provided byTechnical Managers and Senior Engineers.Provides guidance and leadership in the overall resolution of complex issues andcomplaints related to services and Telco Core Network Equipment. Ensures right resourcesare assigned to the incident resolution, issue handling and projects support/acceptance.Oversees the execution of business supporting processes, standards and guidelines tomaintain operational efficiency.Collaborates with other unit heads to align technical initiatives with organizationalobjectives and achieve unit deliverables and SLAsManages the team’s delivery of processes, standards and guidelines to maintainoperational efficiency.Manage and support cross-functional, end-to-end problem management activities,including ticket assessment, root cause analysis, permanent fix solutions and prevention offuture incidents.Responsible for preparation and preparation of comprehensive technical reports of theUnit team, highlighting performance metrics, key achievements and areas forimprovement.TSA Domain POC, ensures correct TSA enrollment/allocation.Provides inputs and operational perspective to influence development plans, solutions andprojectsPrepares budgetary requirements of Unit team applying financial planning and controls.Identifies training and development needs of Unit team to support talent development andleadership growth.Handles escalation of issues and team’s concerns through various means to maintainpositive working environment within the unit and other groups.KPIsSystem Availability, Network Performance Analytics Reports, MTTR,Problem Management AnalyticsTimelines/Goal completion/NPSTraining hours completed, certification completion of Unit team.Process SLA fulfillment/Work Order & Ticket ClosureCompletion of budget planning and preparations. Monitoring of availmentsTop 3-5 DeliverablesDelivery of Network Performance, System Availability, SecurityRemediationCompletion of Unit Team initiatives as aligned with Top BusinessObjectivesDelivery of Technical Talent developmentDelivery of business supporting processes.CAPEX/OPEX ManagementEqual Opportunity EmployerGlobe’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.