Assistant Vice Operations, Philippines Operations Center

General Function

The Assistant Vice President of the  ServiceOperations Center (SOC) is responsible for the management and strategic direction of the center.  S/he is also responsible for delivering high quality performance in a cost-efficient manner.

The AVP is expected to lead and transform the SOC in alignment with upper management strategic direction.  This role is responsible for the  operational efforts and challenges, positions the SOC as a Customer Experience Hub, and drives team evolution and transformation to meet future demands, including process automation and supporting application-based services in addition to traditional telecommunications services. The AVP will manage the team using OKRs and KPI metrics, strive for operational excellence, and ensure a positive customer experience. 

The AVP will act as the operational champion for global services, enabling scalable and resilient operations support, embodying best-in-class practices, and fostering a culture of proactive incident management, innovation, and accountability.

Key Responsibilities

1. Operational Leadership & Service Assurance
• Ensure the smooth NOC operations of Center Operations and respond to service restoration promptly.
• Manage 24x7x365 operation teams to ensure seamless service restoration and network reliability.
• Plan and optimize manpower and operational procedures to support round-the-clock incident management.
• Monitor service performance using OKRs and KPIs as success metrics and lead cross-functional initiatives to drive continuous improvement, process optimization and proactive incident prevention.
• Participate in root cause analyses and oversee the implementation of corrective/preventive actions for service issues.

2. Acknowledge & Enhance Current Operations
• Recognize and build upon existing operational strengths and address ongoing challenges.
• Promote a culture of transparency, learning, and resilience within the team.
• Liaise with internal and external working partners to resolve incidents in a timely manner as well as to  formulate and establish the pertinent operational processes.
• Lead and guide all team members by giving operational and technical training with the appropriated operating documents for maintaining quality customer service effectiveness.
• Conduct root cause analysis and implement corrective and preventive actions for service issues.

3. Customer Experience Hub
• Position the NOC as a support for customer experience by integrating customer feedback and service quality metrics.
• Collaborate with Service management, and internal Tier teams to enhance customer satisfaction and responsiveness.
• Ensure timely and effective communication with stakeholders during service incidents and escalations.
• Coordinate with the Quality team to improve customer experience through tracking and reporting any customer services issue.

4. Team Evolution & Transformation
• Lead the transformation of the NOC team through talent development, training, and adoption of new technologies.
• Foster a high-performance culture focused on agility, innovation, accountability, and professional customer communication.
• Plan and coordinate resources for new network deployments and service launches.

5. Governance & Compliance
• Ensure compliance with international telecom regulations, information security, and data privacy policies.
• Establish and maintain robust operational governance, documentation, and reporting standards.
• Monitor achievement of the KPIs of each operations center.

Job Requirement / Qualifications / Skills

• University Degree in Telecommunications, Engineering, Information Technology, or related field.
• 10+ years of experience in telecom network operations, with at least 5 years in a senior leadership role.
• Strong understanding of telecom technologies, NOC tools, and ITIL/DevOps practices.
• Proven leadership in managing international teams and large-scale network infrastructures.
• Excellent interpersonal, communication, and stakeholder management skills.
• Customer-focused mindset with the ability to work independently under pressure.