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.

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