L2 Specialist Support Engineer

Would you like to help us achieve our purpose of connecting more people, improve their lives and develop our communities? **If so, Tigo is for you**

We believe in innovation, we adapt and are agents of change. Our customers are at the center of everything we do.

Come and grow with our team, where together we will transform lives and communities. Additionally, you will have the opportunity to participate in challenging projects and bring your innovative ideas.

This is your opportunity, come and be part of Sangre Tigo

L2 Specialist Support engineer
**Join us as**L2 Specialist Support Engineer**

**_Panama, Costa Rica. Guatemala, El Salvador, Honduras, Colombia, Paraguay, Bolivia or Nicaragua. _**

**Direct Line**:Digital Apps Support Manager

The scope is to cover all operational activities of the central IT platforms covering of Latam operations Depends on the SOWs committed.

**Core Responsibilities**
- Basic core responsability: is solves complex problems. Acts as a resource for colleagues with less experience.
- Basic core responsability: is to Uses best practices and knowledge of internal or external issues to improve products/services/processes.
- Basic core responsibility: May lead projects or project steps within a broader project. May formally train junior staff.
- Basic core responsibility: May represent the level at which career may stabilize for many years.
- Administration, maintenance, and support of operating systems across hybrid environments.
- Oversight of Bare Metal and Middleware layer infrastructure.
- Manage and operate TTC's infrastructure in data centers (CPDs).
- Act as Technical Lead for the convergence of cloud and on-premises infrastructure.
- Maintain asset control across all infrastructure layers under TTC’s management.
- Support the execution of SOX controls related to infrastructure operations.
- Lead and participate in IT infrastructure initiatives and projects.
- Administer physical hardware in countries operating central clusters.
- Ensure lifecycle management and modernization of infrastructure assets.
- Oversee OS patching, infrastructure upgrades, and automation of related controls.
- Manage, support, and maintain backup and storage systems.
- Lead and support security assessments, identify risks and implement countermeasures for TTC infrastructure.
- Serve as owner of L2 incident, request, change, and escalation processes. Ensure high performance, accurate reporting, and continuous improvement.
- Act as escalation manager for major incidents, ensuring effective resolution coordination and communication.
- Generate and report on TTC infrastructure capacity and performance metrics.
- Drive infrastructure automation initiatives and implementation of best practices.
- Assist the Area Leader in technical negotiations with third-party IT service providers.
- Develop and maintain disaster recovery and business continuity plans.
- Support budget control and reporting for assigned services.
- Identify efficiencies and synergies through KPIs and improvement initiatives.
- Lead transformation and optimization projects to mature the ITO model.
- Develop and manage the area scorecard for operational control.
- Lead incident recovery efforts and critical issue management.
- Support career development and growth of team members.
- Ensure adaptation and support readiness for platforms and systems handed over to TTC.
- Promote human talent development, team identity, and engagement through activities and initiatives.

**Key Interfaces**
- Collaborate with third-party vendors and internal stakeholders to deliver infrastructure solutions aligned with the TIGO strategy.
- Collect and incorporate user feedback to improve infrastructure services.
- Provide regular status updates and ensure clear project communication.
- Coordinate across multiple technical teams and vendors to ensure successful joint execution.
- Engage with internal clients to manage expectations and deliver improvements.
- Stay up to date on DevSecOps practices and communicate relevant developments to internal teams.

**Qualifications**
- Bachelor's or master’s degree in computer science (preferable), related field (System Engineer, IS Engineer, Information Systems Engineer, IT Engineer, Network Systems Engineer) or management
- Minimum 5 years’ experience working in IT for the Telecomm industry

**Experience**
- Proven leadership in hybrid IT infrastructure environments.
- Strong knowledge of ITIL processes (certification required).
- **Deep expertise in**:

- IT architecture and infrastructure integration
- Incident recovery and escalation processes
- Application server and container architecture ( **Kubernetes, WebLogic, WAS**) **Required**
- Cloud technologies ( **AWS, VMWare Cloud Suite/Iridium)**Required**
- Infrastructure automation and version control
- Backup and storage systems (Veeam, IDPA, Hitachi)
- **Operating systems (Linux, Solaris, SUSE, RedHat, Rocky, AlmaLinux, Windows) Required**
- Database adminis