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 and oversees the fault management shift operations to ensure faults and outages are restored within the TOR. Owns the problem for all network faults in the shift, i.e., ensures that tickets received within the shift are cleared or properly endorsed to the next shift. Manages the interfaces during instances of network outages or degradation. Implements disaster readiness plan. Ensures that the network is monitored and surveilled—with overall responsibility for network event escalation/dissemination. Manages and oversees the configuration management operations such as implementation of change requests and activities. Owns all centrally-implemented activities in the network- DUTIES & AND RESPONSIBILITIES- Directs the 24x7 Technical operations encompassing the following:- Compliance on the set policies and procedures '- Pending and prolonged Corporate and SMB Trouble Cases- Highlighted/ VIP Cases- On-call 24x7 for critical trouble cases- Performance Monitoring- Provides After- Sales Technical Support to Corporate and SMB organization-- Technically manages after sales support performance and concerns of Corporate and SMB "Broadband" accounts-- Facilitates immediate resolution and feedback on problematic and identified accounts. Escalates to concerned groups and respective heads noted gap/s on committed service levels ensuring immediate attention and action.- Provide support on EG Sales, IT Consulting, Marketing and Technical Group's- activities and initiatives.- Continuously analyzes and review processes and implements changes as needed.- Manages the Crisis Management team with the EBSC Head-- Effective deployment of manpower covering all technical aspects- Deliver specific action items in coordination with the EBSC Head- Prepares crisis analysis reports- Leads the resolution of complex/long-pending trouble cases and other major or minor cases which may require an across-the-organization team effort by collaborating with Sales, NTG, CFS, Product, Project, & Partners.- Internal Technical Support to Sales, Presales, Project, etc.- Redesigns Operations workflows as necessary by continually reviewing and improving current processes, work flows and technical support to achieve maximum efficiency and effectiveness in help desk operations- JOB QUALIFICATIONS-- Bachelor's Degree holder of any 4 year related course- Must have at least 8 years of relevant experience based on the job descriptionMake 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.
