L1 Operations Manager

Digicel

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions.

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With the Better Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out.

Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets

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Job Title:

L1 Operations Manager

Primary objective of the job:

The L1 Operations Manager is responsible for overseeing the day-to-day operations, ensuring efficient network performance, troubleshooting and resolving issues, managing resources, and maintaining high service levels. This role is responsible for coordinating and supervising the activities of the operations and service delivery teams, implementing operational processes, and collaborating with cross-functional teams to deliver reliable network services and support the company's mission of providing exceptional telecommunications solutions to its customers.

Main duties and responsibilities:

• Incident Management and Network Quality: Lead the L1 operations team in promptly responding to and resolving incidents, ensuring minimal downtime and service interruptions for network and IT systems.
• Implement network security and quality management practices across IT, RF, IP, and Transmission domains to uphold service excellence.
• Escalation Coordination and Change Execution: Manage escalations from frontline support teams, coordinating with L2 and L3 teams to provide timely and effective resolutions to complex issues.
• Collaborate with the engineering team to plan and execute changes to the network, ensuring smooth implementation and minimal disruption to services.
• Process Improvement: Continuously review and optimize operational processes, identifying opportunities to streamline workflows, enhance efficiency, and improve incident response time across RF, IP, and Transmission domains.
• Performance Monitoring: Oversee the monitoring of network and system performance in IT, RF, IP, and Transmission domains, identifying anomalies and potential issues to ensure optimal performance and reliability.
• Team Management: Provide leadership, guidance, and mentorship to the L1 operations team across IT, RF, IP, Transmission, and Service Delivery domains, fostering a positive work environment, skill development, and career growth.
• Lead and manage service delivery operations, ensuring consistent execution across all client engagements
• Ensure all service jobs are tracked, monitored, and closed out promptly in line with internal targets and customer SLAs
• Collaborative Support: Collaborate with cross-functional teams, including Network Engineering, IT, Service Delivery, and Customer Support, to address interdepartmental operational requirements within IT, RF, IP, and Transmission domains and ensure seamless coordination.
• Reporting and Documentation: Maintain accurate records of incidents, actions taken, and resolutions. Prepare regular reports on operational performance for management review.
• Cost Monitoring and Control: Monitor and control expenses associated with network operations, ensuring adherence to budgetary limits and identifying cost-saving opportunities.
• A bachelor’s degree in Computer Science, Telecommunications, Information Technology, or a related field.
• Minimum of 3 years of experience in network operations within the telecommunications industry or a related field.
• Strong understanding of: Service Delivery, IT Systems, RF, IP, and Transmission Networks
• Demonstrated experience in managing and supervising network operations, incident management, and troubleshooting processes.
• Proven track record of effectively coordinating with cross-functional teams and collaborating to resolve network issues and deliver reliable services.
• Solid understanding of service level agreements (SLAs) and key performance indicators (KPIs).
• Excellent troubleshooting and problem-solving skills, with a customer-centric mindset.
• Relevant industry certifications, such as Cisco Certified Network Associate (CCNA) or equivalent, are a plus.
• 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.

Functional Skills:

• Proficiency in managing network operations, incident management, and troubleshooting to ensure high network availability and performance
• Strong problem-solving and analytical abilities to effectively identify, diagnose, and resolve network issues, minimising downtime and optimising network performance
• Excellent leadership and supervision skills to manage and motivate a team of service delivery and network operations professionals, ensuring efficient resource allocation and performance management
• Strong communication and collaboration skills to interact effectively with cross-functional
• teams, stakeholders, and external partners, facilitating clear and timely communication of network issues, incident updates, and resolution plans
• Ability to identify areas for process improvement, streamline operational workflows, and optimise procedures to enhance efficiency, reduce incident response time, and align with industry best practices
• Self-motivated and result-oriented approach to work
• Ability to multi-task, work under pressure 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.

BUSINESS SKILLS

• Report / business Writing Skills

Internal/External contacts:

• All staff members
• Line managers
• Customers
• Equipment suppliers

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.

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