Demonstrates expertise in incident management, technical troubleshooting, and ticket handling within enterprise or managed services environments, while effectively leading teams and maintaining SLA compliance. Proficient in ITIL processes and utilizing ITSM tools to enhance service delivery and customer outcomes.

Highest-signal resume keywords

Incident ManagementITIL ProcessesTechnical TroubleshootingTeam LeadershipService Assurance

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Bachelor’s degree or diploma in Telecommunications, IT, Computer Science, Engineering, or a related field, with at least five years of relevant experience, including one year in a senior or team lead role.
Proven experience supporting enterprise or managed services environments, including incident management, technical troubleshooting, ticket handling, and escalations.
Strong knowledge of ITIL processes, TAC operations, service assurance, and ITSM, monitoring, diagnostic, and remote-support tools such as BMC Helix or equivalent platforms.
Excellent analytical, problem-solving, communication, and stakeholder management skills, with the ability to work effectively across customers, vendors, and technical teams.
Demonstrated leadership, sound judgment, and resilience, with the ability to manage priorities, coach team members, maintain SLA compliance, and perform effectively during critical incidents and shift-based operations.

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Ticket HandlingTechnical DirectionStructured DiagnosisService Request ManagementProblem IdentificationSLA ComplianceAutomation ImprovementsKnowledge Management

Soft Skills

Analytical SkillsProblem-SolvingCommunicationStakeholder ManagementCoaching

Tools & Technologies

BMC HelixITSM PlatformsMonitoring ToolsDiagnostic Tools

Industry Keywords

TelecommunicationsManaged ServicesTAC OperationsService Delivery