Digital Business Operations & Service Assurance Expert

Description

The Digital Operations Expert is responsible for ensuring the reliability, performance, and availability of digital channels and APIs that support customer transactions and experiences. This role oversees operational monitoring, incident management, service recovery, and performance analytics to minimize customer impact and maintain service excellence.

The role works closely with Product, IT, Engineering, Marketing, and Support teams to drive rapid issue resolution, implement continuous improvements, and ensure operational readiness. Additionally, the Digital Operations Lead leverages data and performance insights to identify trends, improve customer experience, protect revenue, and support business decision-making while ensuring compliance with governance and operational standards.

HIRING REQUIREMENTS:

Work Experience

• At least 4–6 years of experience in Digital Operations, Business Operations, Service Assurance, IT Operations, or Service Management.

• Minimum 2 years of hands-on experience supporting digital channels, including mobile applications, web platforms, APIs, or customer-facing digital services.

• Experience in incident management and recovery operations, including coordination of bridge calls, stakeholder communications, impact assessments, and post-incident reviews.

• Strong understanding of ITIL-based processes, including Incident Management, Problem Management, Change Management, and Service Transition.

• Proven experience translating recurring incidents, customer complaints, and operational issues into structured enhancement or optimization initiatives.

• Experience in root cause analysis (RCA), identifying recurring issues, and driving preventive and corrective actions.

• Experience governing service transitions from project delivery teams to operational support teams, including knowledge transfer, stabilization monitoring, and escalation management.

• Strong background in operational reporting, KPI management, and executive-level performance presentations.

• Experience driving continuous improvement initiatives focused on reducing downtime, improving MTTD/MTTR, increasing service reliability, and enhancing customer experience.

• Exposure to Globe digital platforms, customer journeys, and operational processes is highly 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

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