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Group IT Cloud Continual Service Improvement Analyst

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Date: Jan 1, 2021

Location: Port of Spain, TT

Company: Digicel

About Digicel


As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.

Through its world-class LTE and fibre networks, together with its suite of 8 apps spanning sports (SportsMax), music (D’Music), news (Loop), local radio and podcasts (GoLoud), TV streaming (PlayGo), enhanced messaging and marketplaces (BiP), cloud storage (Billo) and self-care (MyDigicel app), Digicel is the only operator in its markets that can deliver that.

Serving consumer and business customers in 32 markets in the Caribbean, Central America and Pacific, its investments of over US$7 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica, Papua New Guinea and Trinidad & Tobago have contributed to positive outcomes for over 3 million people to date.

With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 7,000 employees worldwide work together to make that a powerful reality day in, day out.


Visit www.digicelgroup.com for more.


Job Title: IT Cloud Continual Service Improvement Analyst

Location: Trinidad


Primary objective of the job: 


The primary responsibility of the IT Cloud Continual Service Improvement Analyst is to identify, develop and implement improvement within the Cloud Services operational team.  This will include gathering and analyzing data to help deliver improvement in service delivery, operational processes and governance in all aspects of the Cloud Services Team. 



Main Duties and Responsibilities:


  • Follow an established process improvement methodology such as Kaizen continuous improvement
  • Develop Process Maturity Assessments
  • Run reporting and analysis of process improvement plans
  • Collaborate in projects and initiatives led by the Cloud Services Team.
  • Create reports and communicate on proposed improvement plans and strategies
  • Manage and track all process change recommendations
  • Establish and communicate the Operational Excellence vision, drive continuous improvement in alignment with organisational goals
  • Identify process improvement opportunities and facilitate the design of new processes that create value for the cloud services team
  • Drive the practice of continual improvement across the ITIL based Services


Academic qualifications and experience required:


  • Bachelor Degree in Business, Computer Engineering or Computer Science.
  • A minimum of 2 years’ experience in a similar role.
  • Business Process Improvement experience would be an asset.


Functional Skills:


  • Excellent communication, people management and reporting/analytical as well as decision making skills. Ability to overcome objections to change in a non-confrontational manner.
  • Ability to effectively communicate urgency without rushing and motivate the development of good work habits.
  • Relentlessly focused on quality and customer satisfaction.
  • A willingness and ability to learn new things and expand responsibilities. Takes the initiative, asks questions, researches independently, and retains new information.
  • Strong ethical conduct and integrity, proactive problem resolution mindset, and drive and passion to get things done.





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.


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