Digicel Group

Team Lead

• Deliver front-line technical support, ticket intake, triage, customer communication, and restoration coordination across the Digicel Business customer and managed-services portfolio.
• Lead and coordinate TAC Tier 1 Engineers, control workload and queues, and provide technical direction, coaching, and escalation leadership.
• Maintain ownership of tickets and service requests from intake through triage, investigation, escalation, restoration, validation, and closure.
• Receive, validate, categorize, prioritize, and document incidents, service requests, alerts, and escalations in the approved ITSM platform.
• Perform structured diagnosis and authorized restoration actions using approved tools, topology, device/platform information, logs, alarms, configuration data, and knowledge articles.
• Engage resolver, market, vendor, or specialist teams when additional authority or expertise is required, providing complete technical handoffs.
• Control tickets, queues, customer commitments, pending actions, backlog, ageing, and SLA breach risks.
• Support high-priority and major incidents, recurring problem identification, PIR, RCA, known-error, workaround, and corrective-action activities.
• Communicate technical findings clearly to authorized customers and stakeholders and support service reviews and customer follow-through.
• Maintain SOPs, knowledge articles, service documentation, escalation matrices, contact lists, and diagnostic guides.
• Support onboarding and transition of customers, products, and services by validating access, monitoring, ticket routing, escalation paths, and knowledge readiness.
• Meet targets for SLA attainment, response, restoration, ticket quality, productivity, backlog, ageing, communication, and customer outcomes.
• Identify automation, self-service, workflow, monitoring, and knowledge-reuse improvements.
• Coach team members, conduct quality reviews, manage handovers, and provide documented performance feedback.
• Collaborate with Service Delivery, market teams, GNOC, Engineering, Field Operations, vendors, and authorized customer contacts.

Explore TAC Tier 1 Team Lead at Digicel Group. Review requirements and application details.

TAC Tier 1 Team Lead

• Advance technical troubleshooting and incident management across Digicel Business customer and managed-services portfolios
• Lead and coordinate Tier 2 Engineers, control workload and queues, and provide technical direction, coaching, and escalation leadership
• Maintain ownership of tickets and service requests from intake through triage, investigation, escalation, restoration, validation, and closure
• Receive, review, validate, categorize, and prioritize incidents, service requests, alerts, and escalations
• Perform structured diagnosis using approved tools, service topology, device or platform information, logs, alarms, configuration data, and knowledge articles
• Apply authorized restoration actions and engage resolver, market, vendor, or specialist teams when required
• Control tickets, queues, tasks, customer commitments, pending actions, and SLA breach risks
• Support high-priority and major incidents, recurring problems, service reviews, operational readiness, and continual improvement
• Communicate technical findings clearly to customers and stakeholders while protecting confidentiality and contractual obligations
• Maintain SOPs, knowledge articles, service documentation, escalation matrices, contact lists, and diagnostic guides
• Meet targets for SLA attainment, response, restoration, ticket quality, productivity, backlog, ageing, communication, and customer outcomes
• Identify opportunities for automation, self-service, workflow improvement, monitoring enhancement, and knowledge reuse
• Coach team members, conduct quality reviews, manage handovers, and provide documented performance feedback
• Report to the DB TAC Operations Manager and collaborate with Service Delivery, market teams, GNOC, Engineering, Field Operations, vendors, and authorized customer contacts

Explore TAC Tier 2 Team Lead at Digicel Group. Review requirements and application details.

TAC Tier 2 Team Lead

Engineer

• Deliver front-line intake, validation, initial diagnosis, service restoration, and customer communication according to SOPs, contracts, SLAs, and OLAs
• Serve as the senior operational and technical escalation point for Tier 1 Engineers
• Maintain ownership of tickets and service requests from intake through closure
• Prioritize cases, provide timely updates, and escalate high-severity, widespread, or contractual-risk conditions
• Lead structured diagnosis of complex, recurring, and high-impact incidents using tools, topology, logs, alarms, configuration data, and knowledge articles
• Apply and guide authorized restoration actions and validate service recovery and stability
• Provide evidence-based handoffs to resolver, market, vendor, or engineering teams
• Control assigned tickets and team queues, including pending actions, aged cases, breach risks, and SLA exposure
• Support high-priority and major incidents, incident bridges, PIR, RCA, known-error, workaround, and corrective-action activities
• Coordinate with customers, Incident Coordinators, Service Delivery, markets, Engineering, Field Operations, vendors, and resolver groups
• Communicate technical findings clearly to authorized customers and stakeholders
• Improve SOPs, knowledge articles, service documentation, escalation matrices, contact lists, and diagnostic guides
• Support onboarding and operational readiness for new or changed services
• Meet targets for SLA attainment, response, restoration, ticket quality, productivity, backlog, ageing, communication, and customer outcomes
• Lead improvement initiatives involving workflow, knowledge, monitoring, automation, and self-service
• Coach, train, simulate, review cases, share knowledge, and cross-skill Tier 1 Engineers

Explore Senior Tier 1 Engineer at Digicel Group. Review requirements and application details.