Job Description
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.
Responsible for ensuring the reliability, performance, and stability of digital channels and APIs across web and mobile platforms. Leads day-to-day digital and API operations, including proactive monitoring, incident management, and service recovery. Partners closely with engineering, IT, and vendors to identify systemic issues, restore services within SLAs, and translate technical incidents into customer and business impact. Drives operational excellence through robust monitoring, analytics, governance, and continuous improvement of incident response and service management practices across multiple environments.
1. Channel & API Performance Management
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.
2. Recovery Operations
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.
3. Data Analytics & Reporting
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.
4. Operational Excellence & Governance
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.
Key KPIs
NPS (Net Promoter Score): Reflecting customer satisfaction and recovery effectiveness.
Revenue Impact: Correlation between performance stability and conversion or sales.
API Performance: Success rate ≥ 98%, average latency within target thresholds.
Channel Stability: 99.5% uptime for web and app.
Incident Resolution: 95% resolved within SLA.
Top Deliverables
Weekly Digital Performance Report – covering API and channel KPIs, outages, and customer impact.
Incident Recovery Summary – detailing recovery actions, root cause, and preventive measures.
Continuous Improvement Tracker – documenting enhancements in performance or process and downtimes
Monthly Business Review Deck – summarizing trends, performance insights, and operational priorities as well as KPI performances
HIRING REQUIREMENTS:
Work Experience
At least two years of full-time work experience (or 2-year Master’s degree as equivalent)
Preferably with experience in supporting digital channels.
Experience in crafting, delivery, or reviewing learning programs is a plus
4–6 years of experience in IT/digital operations or service management.
Experience in L2 technical support.
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).
Exposure to Globe systems and digital platforms (preferred).
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.
