Digital Incident & Service Management Expert

Overview

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

Duties and Responsibilities

• Monitor digital platforms to ensure system availability, performance, and stability.
• Lead frontline response during incidents, coordinating with IT, vendors, and business teams for quick resolution.
• Ensure incidents and service requests are logged, tracked, and resolved within SLA.
• Prepare and update daily/weekly operational reports on performance, outages, and recovery actions.
• Escalate critical issues to the Digital Operations Manager and provide timely updates to stakeholders.
• Support root cause analysis (RCA) documentation and implement preventive measures.
• Coach and guide operations analysts/agents on standard processes and incid...