TAC Tier 2 Team Lead

About the role

Digicel is looking for a technical leader to advance incident investigation, complex restoration, technical escalation and Tier 2 capability across its Business customer and managed-services portfolio in supported markets. Reporting to the DB TAC Operations Manager, the role leads and coordinates Tier 2 Engineers, controls workload and queues, provides technical direction and coaching, and works with Service Delivery, market teams, GNOC, Engineering, Field Operations and vendors.

Key responsibilities

• Deliver advanced incident investigation, complex restoration and escalation in line with SOPs, contracts, SLAs and OLAs, keeping tickets owned from intake to closure.
• Validate incidents, service requests and escalations, apply categorization and priority rules, and escalate high-severity or contractual-risk cases.
• Diagnose using approved tools, topology, logs and alarms, perform restoration within role competence, and hand off to the right resolver or vendor.
• Control tickets, queues and SLAs, give timely updates, and escalate stalled progress, vendor delays and aged backlogs.
• Support major incidents, recurring problems, service reviews and operational readiness, and feed evidence into PIR, RCA and known-error activities.
• Communicate clearly with customers and stakeholders, monitor service health and open cases, and support service reviews.
• Maintain up-to-date SOPs, knowledge articles and escalation matrices, support onboarding of new customers, and coach the team and run quality reviews.

Required profile

• Bachelor's degree or diploma in Telecommunications, IT, Computer Science, Engineering or a related field.
• At least seven years of relevant experience, including a senior or team leadership role.
• Proven expertise in enterprise or managed services environments, with strong incident management, troubleshooting and restoration skills.

Required skills

• Strong knowledge of ITIL and service management processes.
• Proficiency in ITSM, monitoring, diagnostic, reporting and remote-support tools.