Globe Telecom · 3 months ago
Service Delivery (Digital Channel Performance)
18F The Globe Tower
Full-time
Onsite
Mid, Senior Level
4+ years expGlobe Telecom is committed to creating a wonderful world for its people, business, and nation. The role focuses on ensuring a high-quality customer experience across digital channels by managing API performance, overseeing recovery operations during incidents, and utilizing data analytics for operational excellence.
InternetMobileTelecommunications
Responsibilities
Monitor end-to-end digital channel health (web and app) to ensure uptime, stability, and responsiveness
Track API performance metrics (success rate, latency, error rate) and identify trends impacting customer transactions or experience
Coordinate with IT and vendor partners to validate service degradations and ensure timely restoration of performance levels
Provide business impact assessments for performance issues, linking outages or slowdowns to customer experience and revenue
Act as the first line of business response during channel or API incidents, ensuring quick coordination with Digital Operations, IT, and Marketing teams
Ensure customer recovery actions are executed, and proactive communications are sent to impacted customers
Oversee logging and closure of incidents within SLA, ensuring accurate tagging for root cause and impact analysis
Develop and maintain operational dashboards tracking key KPIs: API success rate, channel conversion, NPS, and uptime
Analyze data trends to identify early warning signals for potential system or customer issues
Present weekly and monthly business performance summaries highlighting channel health, incident trends, and customer recovery outcomes
Partner with analytics teams to link performance data with customer experience metrics and revenue outcomes
Execute and continuously refine the Digital Operations Playbook, ensuring alignment with business SLAs and escalation procedures
Coach operations analysts on performance monitoring standards, escalation protocols, and customer recovery processes
Maintain compliance with governance and documentation requirements, including RCA reports and operational summaries
Govern service transitions from the project team to L2/L3 support
Qualification
Required
At least two years of full-time work experience (or 2-year Master's degree as equivalent)
4–6 years of experience in IT/digital operations or service management
Knowledge of incident and service management processes (ITIL preferred)
Familiarity with monitoring and reporting tools (e.g., Grafana, Splunk)
Experience coordinating across multiple teams (business, IT, vendors)
Preferred
Experience in crafting, delivery, or reviewing learning programs
Exposure to Globe systems and digital platforms
Company
Globe Telecom
Globe Telecom is a provider of mobile telephony and broadband services.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
$314.79MKey Investors
Bank of the Philippine IslandsMetrobank
2024-12-02Post Ipo Debt· $51.08M
2023-09-25Post Ipo Debt· $263.71M
1975-08-11IPO
Leadership Team
Carl Raymond R. Cruz
President and CEO
Anton Reynaldo Bonifacio
Chief Artificial Intelligence Officer
Recent News
Mobile World Live
2026-01-19
2026-01-03
Company data provided by crunchbase