Service Delivery and Assurance 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.

JOB TITLE: Service Delivery & Assurance Engineer

REPORTS TO (TITLE):   Operations Manager (L1)

Primary objective of the job:

The Service Delivery & Assurance Engineer will be responsible for ensuring the seamless delivery of services to customers, while also maintaining a high standard of quality across all service-related activities to drive customer satisfaction and revenue growth. This includes monitoring, troubleshooting, and resolving service issues, while ensuring that all service levels and quality expectations are consistently met. Additionally, this role includes a focus on quality control (QC) processes, ensuring that the service delivery aligns with Digicel's high standards and customer expectations.

Main duties and responsibilities:

• Manage the end-to-end delivery of Digicel’s services to customers, ensuring timely and effective resolution of service-related issues.
• Provide technical support to customers, both internal and external, ensuring that issues are addressed and resolved in a timely and efficient manner.
• Assist in the installation, configuration, and commissioning of new services (e.g., broadband, VoIP, enterprise solutions, mobile services etc.).
• Collaborate with internal teams (sales, cx, operations, and engineering) and vendors to ensure smooth service implementation, execution and alignment with quality standards.
• Develop and maintain customer relationships, ensuring that their needs are met through effective communication and support.
• Perform routine maintenance and upgrades to services, ensuring minimal disruption to customers.
• Ensure adherence to agreed-upon Service Level Agreements (SLAs) and key performance indicators (KPIs).
• Respond to customer issues and service interruptions, diagnosing and resolving technical problems in a timely manner.
• Monitor service performance, identify potential risks, and take proactive measures to prevent disruptions.
• Perform remote and onsite troubleshooting to resolve technical issues related to connectivity, hardware, and software configurations, ensuring minimal service disruption.
• Conduct inspections of installations, ensuring compliance with Digicel’s quality standards, specifications, and customer requirements.
• Implement and oversee quality control processes, ensuring compliance with industry best practices and Digicel’s internal quality standards.
• Conduct regular audits and assessments to identify areas of improvement.
• Collaborate with stakeholders across departments to track and report on quality metrics, aiming to continuously improve performance.
• Provide feedback to relevant teams on customer satisfaction, operational issues, and process improvements.
• Prepare and present regular reports on service performance, quality metrics, and customer satisfaction levels.
• Maintain accurate records of all service incidents, service requests, and actions taken to ensure compliance with internal and external reporting requirements.
• Develop documentation and knowledge base materials to assist in service delivery and troubleshooting.
• Stay up to date with the latest industry trends, technologies, and best practices, suggesting new ideas or solutions for improvements.
• Be available outside regular working hours to provide emergency support and respond to urgent issues as they arise.
• Perform any other job related tasks that may periodically be assigned.

Academic qualifications and experience required for job:

• Bachelor’s degree in Engineering, Information Technology, Telecommunications, or a related field.
• Minimum of 3 years of experience in a service delivery, support, or technical engineering role, preferably within the telecommunications or IT industry.
• Strong understanding of service delivery processes, including incident management, problem management, and change management.
• Experience with Quality Control (QC) processes and methodologies, particularly in service delivery and IT/telecommunications.
• Solid understanding of service level agreements (SLAs) and key performance indicators (KPIs).
• Excellent troubleshooting and problem-solving skills, with a customer-centric mindset.
• Experience with monitoring tools, ticketing systems, and reporting tools.
• Ability to work independently and as part of a team, with excellent time management and organizational skills.
• Strong communication skills, both verbal and written, with the ability to interact with both technical and non-technical stakeholders.
• Understanding of network protocols, routing, and networking concepts.
• 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 organisational 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
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
• Confidentiality and trustworthiness.
• Initiative and resourcefulness in the conduct of duties.
• Strong communication (oral and written) and interpersonal skills.
• Ability to relate to a diverse working environment.

BUSINESS SKILLS 

• Report / business Writing Skills

Internal/External contacts:

• All staff members

• Line managers
• Customers
• Equipment suppliers
• Other related suppliers and contractors

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.