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 The ECOPS (Enterprise Customer Operations) Engineer is responsible for incident and event management, project and circuit delivery, preventive maintenance, vendor management, spares and resources management, and regional circuit database management. This role involves ensuring timely resolution of last-mile incidents and outages, supporting enterprise pre-sales activities, conducting preventive maintenance, managing vendors, and maintaining an updated circuit database.

DUTIES AND RESPONSIBILITIES:

Incident and event Management

Attend to Last Mile Incidents/Outages immediately 24/7.

Ensure timely restoration (within SLA) of all last mile facility and Customer        Premises Equipment incidents.

Support availability in any NLZ Area for B2B, Wireless Mobilization, Work at heights and Disaster Response.

Project/Circuit Delivery

Ensure Enterprise Pre-sales Support, Circuit Installation, Activation, Testing and Acceptance of service within or less than the provided SLA.

Support Business on immediate Service Delivery and customer support whenever needed.

Preventive Maintenance and Audit

Regular Preventive Maintenance of EG OSP(Copper, FOC, EG NAP), Last Mile Transport Facility(Radio) and Customer Premise Equipment (Radio, Modem, Router, Power Supply).

 Support in last mile circuit audit and immediate rectification (in coordination with ECPR).

 Ad Hoc Activities as requested by client during Client Maintenance schedule or activities

Vendor Management

Supervise and closely monitor SLI vendor under their respective AOR on maintenance and installation activites.

Conduct inspection and PAT/FAT of last mile build of SLI vendor.

 Ensure immediate dispatch on last mile facility restoration to minimize impact on EG/SG customers.

Spares and Resources Management

 Ensure on-hand availability of Tools, Materials  and Equipment for Daily Operations.

 Request spare and ensure timely return of Spares to spares management team.

 Proper handling, documentation and storage of spares as well as for those defective modules/cards that are subject for return

Regional Circuit Database Management

 Document, Update and maintain ECOPS Circuit Database for the ease of audit,  restoration and inventory.

 Generate quarterly report on outages, facility, performance and inventory.

Ad Hoc Activities

Attend to all EG/SG related Ad Hoc Activities requested by the client.

Attend to Special Events, Last Mile Facility Surveys, Interim Activation and Disaster Response as requested.

To act and closely coordinate field works requested by other groups.

KPIs:

Incident Resolution Time: Timely restoration of last-mile incidents and outages within the SLA to minimize customer impact.

Circuit Delivery SLA: Ensuring enterprise circuit installation, activation, testing, and acceptance within or less than the provided SLA to meet customer expectations.

Preventive Maintenance Compliance: Conducting regular preventive maintenance of last-mile facilities and customer premise equipment to prevent service disruptions.

Vendor Performance: Monitoring SLI vendor performance on maintenance and installation activities, ensuring compliance with SLAs and quality standards.

Spare Parts Management: Ensuring availability of tools, materials, and equipment for daily operations, and managing spare parts inventory to support timely restoration activities.

TOP 3-5 DELIVERABLES:

Incident and Event Management:

Attend to last-mile incidents and outages immediately 24/7, ensuring timely restoration within SLA.

Provide support for immediate service delivery and customer support as needed.

Project/Circuit Delivery:

Support enterprise pre-sales activities and ensure timely installation, activation, testing, and acceptance of circuits within SLA.

Assist in last-mile circuit audit and immediate rectification in coordination with ECPR.

Preventive Maintenance and Audit:

Conduct regular preventive maintenance of last-mile OSP and transport facilities, as well as customer premise equipment.

Support last-mile circuit audit and immediate rectification in coordination with ECPR.

Vendor Management:

Supervise SLI vendors on maintenance and installation activities, ensuring compliance with SLAs and quality standards.

Conduct inspection and FAT/PAT of last-mile build by SLI vendors.

Spares and Resources Management:

Ensure on-hand availability of tools, materials, and equipment for daily operations.

anage spare parts inventory and ensure proper handling, documentation, and storage.

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.