GNOC Engineer

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions.

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With the Better Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out.

               Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets

Visit www.digicelgroup.com for more.

Job Summary 

As the Global Network Operations Centre (GNOC) Engineer you will be responsible for maintaining the efficient operation of the Digicel fixed line VoIP, broadband and IPTV network, 24/7 by acknowledging and troubleshooting all faults which occur on the network for all FTTH markets. You will also provide first line support for all engineering teams as well as Tier 3 support to Customer Care. You will drive all incident management, change management, fault management processes, in addition to triaging all cable breaks on the network, managing the IP core for all respective markets and international network.

Main Duties & Responsibilities

• Must demonstrate strong sense of urgency regarding solving mission critical issues
• Have a good understanding of TCP/IP, routing and switching technologies/protocols
• Experience with Cisco and Huawei networking equipment at the command line level
• Must have excellent troubleshooting and problem solving skills with attention details
• Knowledge and usage of AssureOne, Solarwinds and Cacti or similar monitoring tools
• Continuously seeks and capitalizes on opportunities to exceed the expectations of customers (internal and external) by placing a keen interest on understanding and effectively resolving customer-impacting issues in a professional and result-oriented manner
• Identify, respond to and escalate all faults on the Digicel fixed line network for IPTV, Broadband and VoIP networks.
• Record and track all faults and network incidents in trouble tickets and consistently update as troubleshooting and resolution progresses to resolution
• Liaise with vendors and third parties to manage faults and incidents from escalation to resolution ensuring timely responses and full communication with vendor
• Manage all incidents from occurrence to resolution, ensuring the customer and network impact as well as resolution timelines are clearly and regularly communicated to all stakeholders
• Review, assess and coordinate all changes being executed on the Digicel FTTH network
• Periodically test the service quality of all new products provided to our customers and resolve any quality issues
• Perform acceptance testing of newly installed network elements and after any incident resolution or change implementation
• Develops and share a high level of expertise on all nodes with other GNOC staff and conducts in-house technical training programs for members of the GNOC staff
• Perform all TV operations tasks as required on a 24 x 7 basis
• Provision customers on to the Digicel fixed line network across all services
• Manage all fibre breaks across the Digicel network to resolution, keeping all stakeholders fully informed of the progress of the fix and keep all reports updated
• Maintenance of fault database and maintenance of trouble tickets (TT), Customer Service request (CSR) and Planned Works (PW) database such that all tickets are correctly filled in with the correct details, all tickets are closed for issues resolved, that data can be extracted in the format needed for the relevant fields requested, ensure regular backups are made of the database and that software scripts, queries and/or reports are manipulated/created at the request of management
• Performs related work: the duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to that position

Minimum Qualifications and Experience:

• Bachelor’s Degree in Computer Science/Electrical Engineering or an equivalent combination of education and experience
• CCNA certification will be a plus
• Experience in and with the fixed broadband, IPTV and VoIP sector would be considered a valuable asset
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements

Functional Skills

• Attentive to detail
• Self-motivated and result-oriented approach to work
• Strong organizational skills
• Ability to multi-task and deliver against competing priorities
• Ability to build strong relationships and work as part of inter-disciplinary teams
• Ability to strive in a fast-paced and demanding service environment

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.