About the role
This role leads end-to-end service orchestration for assigned Hyperscaler accounts by aligning operational performance across PGC, PLDT, ePLDT, and Vitro, maintaining a unified view of service records including SLAs, performance metrics, incidents, and customer experience, and driving continuous service improvement through proactive reviews, root-cause analysis, risk management, and corrective action tracking. It also serves as the primary escalation facilitator to ensure timely issue resolution, clear customer communication, and SLA compliance, while working closely with internal teams such as MNS, Service Assurance, ECSA, NOC, and Billing, and supporting executive reporting and cross-entity governance.
End-to-End Service Orchestration for Hyperscalers:
- Coordinate operational service performance alignment across PGC, PLDT, ePLDT, and Vitro for assigned Hyperscaler accounts
- Maintain a single service records view covering performance metrics, SLAs, incident trends, service health, and customer experience
- Lead proactive service reviews and prepare QBR- service heath focused report, insights, and recommendations for Sales and senior stakeholders
- Facilitate service-level improvements through root-cause analysis, risk identification, and tracking of corrective actions
Incident & Escalation Handling:
- Serve as the primary escalation facilitator for assigned Hyperscalers to ensure timely engagement of involved teams
- Track escalations from opening to closure, ensuring clear updates, customer communication, and SLA adherence
Internal Alignment & Collaboration:
- Drive issue resolution and follow-through with MNS, Service Assurance, ECSA, NOC, Billing, and other support groups
- Support internal reporting requirements for senior leadership and cross-entity governance
Qualifications:
- At least 3 years in customer success, service management, or enterprise operations
- 3-5 years of customer success or account management experience required
- 1-2 years of experience working with hyperscaler clients (AWS, Azure, GCP) required
- Minimum 3+ years of telecommunications or enterprise services industry experience required
- Business level Mandarin language proficiency is a plus
- Experience in telco, cloud, data center, or enterprise connectivity preferred
- Strong grasp of SLAs, service dashboards, and operational metrics
- Excellent communication and stakeholder management
- Able to handle escalations and after-hours engagements
- Bachelor's degree required
Location
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