TAC Tier 1 Team Lead

About the role

Digicel is looking for a TAC Tier 1 Team Lead to protect service availability, customer experience and contractual commitments for its Business customer and managed-services portfolio. Reporting to the DB TAC Operations Manager, the role leads and coordinates Tier 1 engineers, controls workload and queues, gives technical direction and coaching, and works with Service Delivery, market teams, GNOC, Engineering, Field Operations and vendors.

Key responsibilities

• Deliver front-line technical support, ticket intake, triage, customer communication and restoration coordination according to SOPs, contracts, SLAs and OLAs.
• Maintain 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 contribute to incident, problem, PIR, RCA and corrective-action activities.
• Lead workload, quality, coverage, coaching and capability development of the team.
• Validate incidents and service requests, apply categorization and priority rules, escalate high-severity issues and create cases in the ITSM platform.
• Perform structured diagnosis and restore services within role competence, then hand off to the right resolver or vendor.
• Control queues and SLAs, escalate breaches and stalled cases, and ensure closure evidence.
• Communicate clearly with customers and stakeholders, monitor service health and support service reviews.
• Keep SOPs, knowledge articles and escalation matrices up to date, support onboarding of new customers and products, and coach team members.

Required profile

• Bachelor's degree or diploma in Telecommunications, IT, Computer Science, Engineering or a related field.
• At least five years of relevant experience, including one year in a senior or team lead role.
• Proven experience supporting enterprise or managed services environments, including incident management, troubleshooting, ticket handling and escalations.
• Strong analytical, problem-solving, communication and stakeholder management skills; leadership and resilience under pressure.

Required skills

• Knowledge of ITIL processes, TAC operations, service assurance and ITSM.
• Experience with ITSM, monitoring, diagnostic and remote-support tools such as BMC Helix or equivalent platforms.