Senior Tier 1 Engineer

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fibre networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region. Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values - Diversity, Integrity, Growth, and Innovation - our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

Visit www.digicelgroup.com for more.

Senior TAC Tier 1 Engineer

Digicel is seeking an experienced technical practitioner responsible for advanced front-line intake, diagnosis, restoration, escalation and customer communication across the Digicel Business customer and managed-services portfolio in supported markets. The role handles complex and high-impact cases, protects service availability and contractual commitments, and strengthens Tier 1 execution through technical guidance, quality oversight, coaching and disciplined operational ownership.

About this Role

Reporting to the TAC Tier 1 Team Lead, the role serves as the senior escalation point within the Tier 1 function and operates within approved TAC procedures and delegated authority. The position leads to complex troubleshooting, supports major incidents, validates technical handoffs, coaches Tier 1 Engineers and collaborates with Service Delivery, market teams, GNOC, Engineering, Field Operations, vendors and authorized customer contacts while maintaining clear ownership through restoration, validation and closure.

Role Scope

Key Deliverables

• Deliver consistent front-line intake, validation, initial diagnosis, service restoration and customer communication in accordance with approved SOPs, customer contracts, SLAs and OLAs.
• Act as the senior operational and technical escalation point for Tier 1 Engineers, providing timely direction on complex diagnosis, restoration, priority, communication and escalation decisions.
• Maintain active ownership of tickets and service requests from intake through triage, investigation, escalation, restoration, validation and closure.
• Protect customer outcomes through accurate prioritization, timely updates, disciplined escalation and clear accountability across resolver groups.
• Maintain complete, accurate and auditable records, including impact, diagnostics, actions, owners, timestamps, communications and closure evidence.
• Review selected cases, handoffs and closure records for technical accuracy, evidence quality and compliance, and address gaps through direct feedback or escalation to the Team Lead.
• Support major incidents, recurring problems, service reviews, operational readiness and continual improvement with reliable technical and operational input.
• Build team capability through real-time technical guidance, case reviews, coaching, knowledge transfer, cross-skilling and continuous learning.

Service Intake, Validation and Prioritization

• Receive, review and validate incidents, service requests, alerts and escalations from approved customer, monitoring and operational channels.
• Confirm affected customer, service, site, product, symptoms, impact, urgency, entitlement and contact information before progressing the case.
• Apply approved categorization, priority and SLA rules and promptly escalate potential high-severity, widespread or contractual-risk conditions.
• Create or update the case in the approved ITSM platform with complete evidence and a clear next action.

Technical Triage, Investigation and Restoration

• Lead structured diagnosis of complex, recurring and high-impact incidents using approved tools, service topology, device or platform information, logs, alarms, configuration data and knowledge articles.
• Apply and guide authorized first-line and advanced restoration actions within delegated access, validating risk, evidence, execution quality and outcomes.
• Act as the Tier 1 technical escalation point, determine when specialist intervention is required and provide complete, evidence-based handoffs to the correct resolver, market, vendor or engineering team.
• Maintain restoration focus, test recovery and confirm service stability with appropriate operational or customer validation before closure.

Ticket, Queue and SLA Control

• Maintain active control of assigned complex tickets and support oversight of team queues, customer commitments, pending actions, aged cases and breach risks.
• Provide accurate and timely updates at the frequency required by priority, contract, procedure and stakeholder need.
• Escalate missing ownership, stalled progress, repeated reassignment, vendor delay, aged backlog and material SLA exposure through the approved matrix.
• Ensure closure information includes resolution, service validation, customer or stakeholder confirmation, coding, knowledge linkage and follow-up actions.
• Conduct targeted queue and case reviews, support workload balancing during peak demand and highlight material quality, ageing, ownership or SLA risks to the Team Lead.

Incident, Problem and Escalation Support

• Provide senior Tier 1 support during high-priority and major incidents by validating impact, leading initial diagnostics, coordinating technical actions, maintaining restoration evidence and supporting incident bridges.
• Identify recurring incidents, repeat failure, chronic degradation and ineffective workarounds and refer qualifying cases to Problem Management.
• Provide substantive technical input to PIR, RCA, known-error, workaround and corrective-action activities, challenge weak evidence and track agreed Tier 1 actions within timelines.
• Maintain professional coordination with Incident Coordinators, Service Delivery, markets, Engineering, Field Operations, vendors and other resolver groups.
• Lead or facilitate technical case reviews for complex incidents, ensuring hypotheses, diagnostics, ownership and next actions are clear and evidence based.

Customer Communication and Service Assurance

• Communicate clearly and professionally with authorized customers and stakeholders, distinguishing confirmed facts, actions, risks and expected next updates.
• Translate technical findings into customer-appropriate information while protecting confidentiality, accuracy and contractual obligations.
• Monitor service health and open case exposure, identify emerging risk and take proactive action within the approved support scope.
• Support service reviews and customer follow-through with accurate case histories, performance observations and outstanding actions.

Knowledge, Quality and Operational Readiness

• Own the practical use and improvement of SOPs, knowledge articles, service documentation, escalation matrices, contact lists and diagnostic guides within the Tier 1 team.
• Identify documentation, monitoring, access, tooling, training and support-readiness gaps and raise clear corrective actions.
• Support onboarding and transition of new customers, products and services by validating access, monitoring, ticket routing, escalation paths and knowledge readiness.
• Assess Tier 1 operational readiness for new or changed services and provide recommendations on training, access, monitoring, documentation, support boundaries and escalation paths.
• Comply with Incident, Request, Problem, Change, Knowledge, Service Level and Configuration Management controls and required evidence standards.

Performance and Continuous Improvement

• Meet role targets for SLA attainment, response, restoration, ticket quality, productivity, backlog, ageing, communication and customer outcomes.
• Use quality findings, performance reports, incident lessons and stakeholder feedback to improve execution and reduce recurring failure.
• Identify opportunities for automation, self-service, workflow improvement, monitoring enhancement and knowledge reuse.
• Lead small improvement initiatives and convert incident lessons, quality findings and recurring support issues into practical workflow, knowledge, monitoring or automation enhancements.
• Deliver coaching, technical training, simulations, case reviews, knowledge sharing and cross-skilling for Tier 1 Engineers and provide structured feedback to the Team Lead on capability and readiness.

Experience and Qualifications

• Education & Professional Experience: Bachelor’s degree or diploma in Telecommunications, Information Technology, Computer Science, Engineering, or a related discipline, supported by significant experience in telecommunications, managed services, technical support, NOC, or service desk environments.
• Technical Operations & Incident Management: Strong expertise in enterprise and managed services support, including advanced incident handling, technical troubleshooting, service restoration, major incident support, queue management, escalation coordination, and SLA-driven service delivery.
• Service Management & Technical Tools: Solid understanding of ITIL and ITSM practices, with proficiency in monitoring, diagnostic, reporting, remote-support, collaboration, and knowledge-management tools, including platforms such as BMC Helix.
• Stakeholder Engagement & Communication: Excellent communication and relationship-management skills with the ability to effectively coordinate across customers, vendors, service delivery teams, markets, and technical resolver groups while providing clear updates and operational reporting.
• Leadership, Resilience & Team Development: Demonstrated leadership, sound judgment, and resilience under pressure, with the ability to manage priorities, coach and develop team members, maintain operational performance, and lead critical service-impacting incidents in a fast-paced environment.

Interested applicants are encouraged to apply on or before Sunday, November 8, 2026

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.