Digital Incident & Service Management Expert

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

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:

• Frontend Mobile/Web Application Experience:

  Minimum of 2 years of hands-on experience in frontend mobile and web applications development or support, with a strong focus on customer experience and usability.

• Advanced API Knowledge: Demonstrated advanced understanding of API-based transactions, including integration, troubleshooting, and performance validation across mobile applications.
  

• Incident and Service Management: Proven experience in incident management and service operations, including issue triaging, root cause analysis, and coorination for timely resolution.
  

• Monitoring and Observability Tools: Familiarity with application monitoring and analytics platforms such as Grafana, Splunk, and Looker Studio for tracking system performance, errors, and user activity.
  

• Cross-Team Collaboration: Experience working with cross-functional teams (engineering, product, operations, and support) to investigate issues, align on solutions, and ensure service reliability.

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.