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.