Demonstrates expertise in incident management, technical troubleshooting, and service restoration within enterprise or managed services environments. Proven ability to lead teams, manage workloads, and maintain SLA performance while effectively communicating with stakeholders.

Highest-signal resume keywords

Incident ManagementTechnical TroubleshootingITIL KnowledgeTeam LeadershipSLA Performance Management

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Bachelor’s degree or diploma in Telecommunications, IT, Computer Science, Engineering, or a related field, with at least seven years of relevant experience, including experience in a senior or team leadership role
Proven expertise in enterprise or managed services environments
Strong capabilities in incident management, technical troubleshooting, escalation handling, and service restoration
Strong knowledge of ITIL and service management processes
Proficiency in ITSM, monitoring, diagnostic, reporting, and remote-support tools
Excellent analytical, communication, and stakeholder management skills
Ability to collaborate effectively with customers, vendors, service delivery teams, and technical resolver groups
Demonstrated leadership, resilience, and sound judgment
Ability to manage teams, prioritize workloads, maintain SLA performance, and lead critical incident responses in high-pressure environments

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

Technical DirectionService RestorationEscalation HandlingAnalytical SkillsProblem Diagnosis

Soft Skills

Communication SkillsStakeholder ManagementCollaborationResilienceSound Judgment

Tools & Technologies

ITSM ToolsMonitoring ToolsDiagnostic ToolsReporting ToolsRemote-Support Tools

Industry Keywords

TelecommunicationsManaged ServicesService Management ProcessesOperational ReadinessContinual Improvement