Senior Tier 1 Engineer (Business & Managed Services)

About the role

Digicel is looking for an experienced technical practitioner as a Senior TAC Tier 1 Engineer for its Business customer and managed-services portfolio. Reporting to the TAC Tier 1 Team Lead, the role is the senior escalation point within Tier 1, handling complex, high-impact cases, protecting service availability and contractual commitments, and strengthening Tier 1 execution through technical guidance, quality oversight, coaching and operational ownership.

Key responsibilities

• Deliver consistent front-line intake, validation, initial diagnosis, service restoration and customer communication in line with approved SOPs, contracts, SLAs and OLAs.
• Act as the senior operational and technical escalation point, giving timely direction on complex diagnosis, restoration, priority and escalation decisions.
• Maintain full ownership of tickets from intake through triage, investigation, escalation, restoration, validation and closure, with accurate, auditable records.
• Support major incidents, recurring problems, service reviews and operational readiness, and coach Tier 1 Engineers through case reviews, knowledge transfer and cross-skilling.
• Validate incidents, service requests and alerts, apply categorization and priority rules, and escalate high-severity or contractual-risk cases.
• Lead structured diagnosis of complex incidents using logs, alarms, configuration data and knowledge articles, and guide authorised first-line and advanced restoration actions.
• Provide evidence-based handoffs to specialists, vendors or engineering teams, and ensure restoration is tested and validated before closure.
• Control complex tickets, monitor queues and SLA breaches, and escalate stalled progress or aged backlogs through the approved matrix.
• Communicate clearly with customers and stakeholders, protect confidentiality and contractual obligations, and support service reviews.
• Own the practical use and improvement of SOPs, knowledge articles, escalation matrices and diagnostic guides, and support onboarding of new customers and products.
• Meet targets for SLA attainment, response, restoration, ticket quality, productivity, backlog and customer outcomes, and identify automation and workflow improvements.