TAC Tier 2 Team Lead

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.

TAC Tier 2 Team Lead

Digicel is seeking a strong technical leader to advance technical troubleshooting and incident management. The incumbent will advance incident investigation, complex restoration, technical escalation and Tier 2 capability across the Digicel Business customer and managed-services portfolio in supported markets. The role protects service availability, customer experience and contractual commitments by ensuring incidents, service requests and escalations are progressed accurately, urgently and within agreed service levels.

About this Role

Reporting to the DB TAC Operations Manager, the role leads and coordinates Tier 2 Engineers, controls workload and queues, provides technical direction, coaching and escalation leadership. The role 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 advanced incident investigation, complex restoration, technical escalation and Tier 2 capability in accordance with approved SOPs, customer contracts, SLAs and OLAs.
• 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.
• Support major incidents, recurring problems, service reviews, operational readiness and continual improvement with reliable technical and operational input.
• Lead workload, quality, coverage, coaching and capability development for the assigned team.

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

• Perform structured diagnosis using approved tools, service topology, device or platform information, logs, alarms, configuration data and knowledge articles.
• Apply authorized first-line or advanced restoration actions within role competence and delegated access, recording all steps and outcomes.
• Engage the correct resolver, market, vendor or specialist team when resolution requires additional authority or expertise and provide a complete technical handoff.
• 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 tickets, queues, tasks, customer commitments, pending actions 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.

Incident, Problem and Escalation Support

• Support high-priority and major incidents with accurate impact information, diagnostics, technical updates, action tracking and restoration evidence.
• Identify recurring incidents, repeat failure, chronic degradation and ineffective workarounds and refer qualifying cases to Problem Management.
• Contribute to PIR, RCA, known-error, workaround and corrective-action activities and provide evidence within agreed timelines.
• Maintain professional coordination with Incident Coordinators, Service Delivery, markets, Engineering, Field Operations, vendors and other resolver groups.

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

• Use and maintain current SOPs, knowledge articles, service documentation, escalation matrices, contact lists and diagnostic guides.
• 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.
• 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.
• Coach team members, conduct quality reviews, manage handovers and provide documented performance feedback.

Decision Rights & Escalation

• Prioritize and allocate work within the team and adjust day-to-day coverage within the approved operating model.

• Initiate technical, market, vendor and management escalation when customer impact, service risk, SLA exposure or restoration progress requires intervention.
• Require or request clear action ownership, target times, evidence and updates and escalate missed commitments through the approved matrix.
• Escalate critical incidents, material SLA risk, unresolved technical blockers, customer-impacting concerns and capacity or readiness gaps to the DB TAC Operations Manager.

Experience and Qualifications

• Bachelor’s degree or diploma in Telecommunications, IT, Computer Science, Engineering, or a related field, with at least seven years of relevant experience, including experience in a senior or team leadership role.
• Proven expertise in enterprise or managed services environments, with strong capabilities in incident management, technical troubleshooting, escalation handling, and service restoration.
• Strong knowledge of ITIL and service management processes, combined with proficiency in ITSM, monitoring, diagnostic, reporting, and remote-support tools.
• Excellent analytical, communication, and stakeholder management skills, with the ability to collaborate effectively with customers, vendors, service delivery teams, and technical resolver groups.
• Demonstrated leadership, resilience, and sound judgment, with the ability to manage teams, prioritize workloads, maintain SLA performance, and lead critical incident responses in high-pressure environments.

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.