Since our launch in Jamaica in 2001, Digicel has expanded rapidly and now spans 32 markets in the Caribbean, Central America and Asia Pacific. In recent years we have evolved into a Total Communications and Entertainment provider by broadening our
Since our launch in Jamaica in 2001, Digicel has expanded rapidly and now spans 32 markets in the Caribbean, Central America and Asia Pacific. In recent years we have evolved into a Total Communications and Entertainment provider by broadening our products and services to include Cable TV and Broadband, Digital Advertising and Business Solutions. We are proud to serve our valued customers across a number of different platforms at home, at work and on the go. Employing over 6,500 people we have invested more than US$5 billion in our business worldwide to bring leading edge technologies and services to the countries in which we operate.
We take great pride in creating a work environment in which our people can excel. Digicel brings together smart, dedicated and energetic people from all walks of life. With 92 different nationalities represented, we are a truly global organisation.
Whether working within our technology, commercial or operational areas Digicel life is always engaging, dynamic, and above all rewarding. Our people are always looking to challenge the status quo and understand how we can be better for the good of our customers and our communities. Sound good?
Visit www.digicelgroup.com for more information.
JOB TITLE: Senior Applications Engineer
DEPARTMENT: Information Technology
Primary objective of the job:
Oversee a team of application support engineers charged with the responsibility of maintaining and providing technical support for users of commercial "off-the-shelf' or in-house developed applications within Digicel across all SPIDs. Responsible for liaising with 3rd party vendors for support, patch management, upgrades or configuration change to these systems. Also responsible for ensuring that proper change management and system administration best practices are implemented and adhered to.
Number of persons managed/supervised and their positions:
* 3+ comprising Apps Support Engineers and Apps Support Analyst
Main Duties and Responsibilities:
* Investigate user problems and needs, identify their source, and determine possible solutions.
* Participates in the development, implementation, installation, and testing of applications software.
* Responsible for understanding the application including designing, building, and configuring the application. May be responsible for more than one application.
* Provides 3rd level application specific support once application is in production.
* Works closely with other teams and departments to make appropriate business and application integration decisions.
* Documentation of Application specific procedures and processes.
* Expected to be knowledgeable on product limitations and planned development efforts, be able to assist in development of proposed "work-arounds" for product limitations.
* Familiarity with and adheres to standard concepts, practices, and procedures, including quality control.
* Supports SDLC, Configuration, Change Request and Problem Management operations and guidelines.
* Maintain confidentiality with regard to the information being processed, stored or accessed by the network.
* Ensures regular updates on open issues and facilitates communication to the Business.
Academic qualifications and experience required for job:
* Bachelor of Science in Information Technology
* Associate's degree in computer science or related field.
* Three (3) years' experience in the area of providing application level support and analysis
Functional Skills:
* Excellent communication skills
* Shell scripting
* Software programming skills
* Knowledge of UNIX and Linux
* Problem solving and analytical
* Client management
* Project Management
* Conflict Management
* Understanding of applications development environment, database, data management and infrastructure capabilities and constraints.
* Ability to analyze, translates, and defines business requirements into technical solutions.
* Business Process Knowledge of assigned area(s) and/or function(s).
* Ability to evaluate and interpret end user information requirements and to develop appropriate systems and/or applications solutions.
* Effective team leadership
* Coaching and Mentoring
* Prioritization and Delegation
Internal/External contacts:
* Internal
IT Business Support Manager, IT Director; IT Management team members and their direct reports and team, Internal Development groups, company CEO and senior management team members, Company project office; business stakeholder and user community of production applications.
* External
Application vendors and 3rd party contractors contracted by the organization to support IT systems that involve or affect the business systems configurations and customers.
Working Condition:
* Overtime
* On-call
* Abnormal hours
Key Performance Indicators:
* Operational Efficiency - Apply patches or make configuration changes to extract maximum value from supported applications.
* Competitive Advantage - Suggest configuration changes or modules that will allow Digicel to use supported applications in unorthodox ways to gain an edge on the competition.
* Customer Service - Resolves assigned tickets within the specified SLA. Identify mechanisms for reducing the occurrence of certain issues.
* Systems Availability-Maintain average systems availability across all platforms > 99%. The availability will be measured from the weekly availability report and excludes planned maintenance activities. Manage system performance and stability in ensuring high level and quality of service to the business.
In return, you will have the opportunity to work in a fast-paced, enterprising environment, where your skills will be valued and rewarded. Digicel recognizes our staff and management team are largely responsible for our success to date. Digicel's unique culture is driven by an entrepreneurial style encapsulated by our Chairman, board of directors and management, all seasoned telecom executives and industry experts with vast experience in building, expanding and marketing mobile services globally.