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 Resource 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 also 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.DUTIES AND RESPONSIBILITIES:
Monitors and acknowledges alarms at Alarm Management System (AMS)/ Element Management system (EMS) for Core network
Create fault tickets for Network Incidents and Outages
Performs first line troubleshooting of alarms, outages, network quality / performance issues
Updates status of all open tickets and clears immediately upon restoration of fault
Escalates incidents to support group for incidents needed onsite support
Provides regular and timely information on the status of incidents until resolution
Resolves complaints endorsed by Service Desk
Updates status of all open tickets and clears immediately upon restoration of 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 proponent thru email
Performs vertical and horizontal escalation during instances of network outages or degradation
KPIs:
Resolve incidents and complaints within the target SLA
Implements Network changes endorsed by engineering and SICE accurately within the specified time
TOP 3-5 DELIVERABLES:
Resolution of alarms, outages and complaints
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.