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 Service Operations Engineer is responsible for monitoring, maintaining, and troubleshooting IT services to ensure optimal performance and availability. This role involves handling incidents, managing requests, and supporting the continuous improvement of IT operations. The Service Operations Engineer works closely with other technical teams to resolve issues, perform root cause analysis, and implement best practices, ensuring smooth and reliable service delivery for managed network services and API business operations.

DUTIES AND RESPONSIBILITIES:

Monitor Service Performance: Utilize monitoring tools to observe the performance of managed network services and APIs, ensuring that all services are running efficiently and meet expected standards. Take proactive action to address potential issues before they affect service availability. 

Incident Response and Resolution: Respond promptly to service incidents, perform initial troubleshooting, and work with senior engineers to resolve more complex problems. Ensure that incidents are resolved within SLA targets and update status in the incident management system. 

Execute Routine Maintenance: Perform routine maintenance tasks such as applying patches, updating configurations, and testing service health. Ensure that all maintenance activities are logged, and any potential impacts are communicated to stakeholders.

Support Change Management Activities: Assist with change requests related to network and API services, ensuring that changes are tested, documented, and implemented with minimal impact on users. Participate in review meetings to understand upcoming changes and prepare accordingly. 

Document Issues and Resolutions: Create and maintain detailed documentation of incidents, troubleshooting steps, solutions, and configuration changes. Ensure that documentation is up to date and accessible for future reference and to support continuous learning within the team.

REQUIREMENTS:

2-4 years of experience in IT operations, technical support, or a similar role involving incident management and troubleshooting

Experience in handling network and API-related services is preferred. 

Bachelor’s degree in Information Technology, Computer Science, or a related field. 

Certifications: ITIL Foundation certification preferred; CompTIA Network+, CCNA, or other relevant certifications are a plus.

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.