Incident Coordinator

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.

Primary objective of the job: 

The Incident Analyst responsibility is to drive the post-incident investigation and documentation of priority incidents. Also lead the resolution of any issue affecting Digicel network availability or performance.
 

Main Duties and Responsibilities:

•    Act as Incident Commander, providing coordination throughout the high priority incident resolution         
      process across the Digicel Group
•    Responsible for setting up war-room/incident resolution bridge and for sending updates and 
       broadcasts during an   incident
•    Manage and drive bridge calls and incident resolution, working closely alongside GNOC and technical 
       teams
•    Assist with development and improvement of Incident management process
•    Identify incidents requiring special attention or escalation
•    Coordinate and perform day to day process execution
•    Responsible for preparation of preliminary and detailed post incident reports
•    Drive the post-incident investigation with the necessary team(s)
•    Create and maintain incident reports for review with stakeholders
•    Documentation of priority incidents to produce weekly, monthly, annual or ad hoc reports
•    Notify participants in the Incident Management process when standards and procedures are not 
      being followed
•    Provide visibility (customer impact, action items, estimations, etc.) for the company key stakeholders 
      during the   lifecycle of an incident
•    Ensure Incident Management best practices are maintained
•    Help to continuously define and improve the Incident Management Process
•    Work with Problem Management to facilitate incident mitigation

Academic Qualifications and Experience Required:

•    Bachelor’s degree in Electrical/Electronics/Telecommunication/IT Engineering
•    More than 2 years’ experience in telecom industry, in Network Operation Management environment
•    ITIL certification

Functional Skills:

•    Must have enough understanding of Ericsson, CISCO and ZTE equipment, to be able to analyze the  
      impact on services and   associated severity of any network issue
•    Must have thorough understanding of how different teams in telecom operations interact with each 
     other
•    Must have process-oriented approach, understand Incident Management processes in a telecom 
      environment
•    Must possess good leadership skills and involve different management and technical teams in time,  
      as per the   situation and as defined in Incident Management process
•    Must be available for on-call support in the event of any high priority incident
•    Must have good analytical and reporting skills
•    Willing to work under pressure, in a fast paced and challenging environment
•    Must be proficient in Microsoft Office
•    Fluent in English and/or Spanish/French language, both oral and written
•    Must be a Team Player
•    Excellent attention to detail required
 

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.