Transport Operations Engineer

Company description:

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.

Visit www.digicelgroup.com for more.  

Job description:

Job Title: Transport Operations Engineer

Primary objective of the job:

The Transport Operations Engineer is responsible for providing effective and efficient technical support for the Digicel Transport Network, supporting design and integration activities including testing and commissioning, performing routine maintenance and analysis and conducting restoration and repair works. The transport network spans the country and supports multiple services over an IP \ MPLS network utilizing various media including fiber and microwave.

Main Duties and Responsibilities:

• Customer Focus: The transport network supports all major customer services (Fixed residential/Mobile/ICT) provided by Digicel and therefore supports a wide and varied array of internal and external customers. Continuously seeks and capitalizes on opportunities to exceed the expectations of customers (internal and external) by placing a keen interest on understanding and effectively resolving customer-impacting issues in a professional and result-oriented manner. Takes ownership of all customer issues till resolved. Positive attitude and dedication to improve the customer’s experience.
• Network Design: Support planning and design activities. Responsible for the implementation of approved designs on the transport network.
• Operation and Maintenance: Perform routine maintenance checks on the transport network nodes and services. Perform analysis of alarms, logs and KPIs. Routine Maintenance checks and analysis to be performed on all layers of the transport network as well as across all media. Perform required follow up actions to resolve any faults in the network and to prevent any faults or issues on the network.
• Node Configuration: Perform configuration of all the nodes within the scope of the transport network. This includes lower-layer transport and IP/MPLS devices and routers. Perform on-site configuration if needed.
• Quality of Service: Due to the multi-service nature of the network, ensure all devices are configured for the required QoS to deliver varied services across the transport network. Ensure the network is error free and perform required activities to rectify performance issues.
• System Records: Ensures that high level/low level design documents, service catalogues and network diagrams are created and updated for the Transport network.
•  Network Troubleshooting: Ensure all fault-related queries and/or internal service tickets meet the defined SLAs. Ensure all customer issues are resolved in a timely manner with detailed analysis to determine root cause and follow up activities. Provide Technical support for all stakeholders as required. Perform on-site upgrades and fault rectification as needed.
• Network Analysis and KPIs: Preparation and analysis of KPI reports reflecting the state of the network to the business and other stakeholders. Review the network design based on these to suggest optimization methods
• Network Processes: Continuously enforce documented processes and be able to make recommendations to optimize or create new processes where needed.
• System Monitoring: Utilize existing tools to perform checks and detect faults on the network. Develop dashboards which clearly define service performance trends and functional performance of the transport network. Monitor this dashboard as part of operational routines for detection of issues and capacity planning.
• SLAs: Work with and support Technology Operations to ensure all SLA targets are met or exceeded.
• Change Control: Ensure that the Change Control process is followed and that all changes are adequately planned with sufficient review to achieve 100% change success.

Academic Qualifications and Experience Required:

• BSc. Degree in Electrical/Communications Engineering or Computer engineering/software engineering
• A minimum of 1-3 years of experience in a similar environment
• CCNA and exposure to IP/MPLS networks
• DWDM optical and microwave networking experience is required
• Experience in and with the mobile telecommunications sector would be considered a valuable asset
• 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 organizational 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.
• Interactive