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!Apply right now!L2 Specialist Support engineerJoin us as L2 Specialist Support EngineerLocation: The selected candidate can be hired in any of the following countries:Panama, Costa Rica. Guatemala, El Salvador, Honduras, Colombia, Paraguay, Bolivia or Nicaragua.Direct Line: Digital Apps Support ManagerThe scope is to cover all operational activities of the central IT platforms covering of Latam operations Depends on the SOWs committed.Core ResponsibilitiesBasic 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 InterfacesCollaborate 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.Resolve infrastructure and application issues while ensuring customer satisfaction.Stay up to date on DevSecOps practices and communicate relevant developments to internal teams.QualificationsBachelor's or master’s degree in computer science (preferable), related field (System Engineer, IS Engineer, Information Systems Engineer, IT Engineer, Network Systems Engineer) or managementMinimum 5 years’ experience working in IT for the Telecomm industryExperienceProven leadership in hybrid IT infrastructure environments.Strong knowledge of ITIL processes (certification required).Deep expertise in:IT architecture and infrastructure integrationIncident recovery and escalation processesApplication server and container architecture (Kubernetes, WebLogic, WAS) RequiredCloud technologies (AWS, VMWare Cloud Suite/Iridium) RequiredInfrastructure automation and version controlBackup and storage systems (Veeam, IDPA, Hitachi)Operating systems (Linux, Solaris, SUSE, RedHat, Rocky, AlmaLinux, Windows) RequiredDatabase administration (Oracle 9–19, MongoDB, RDS) RequiredNetworking and security platforms (Dell, HP, Palo Alto)Familiarity with TM Forum frameworks (eTOM, TAM, SID).Experience leading multi-disciplinary and multicultural technical teams.Project rollout and transformation leadership.Strong communication and vendor management skills.Core CompetenciesCustomer-Centric: Prioritize internal customer satisfaction and service excellence.Collaborative Leader: Promote knowledge sharing, build strong stakeholder relationships, and support a learning culture.Results-Oriented: Demonstrate initiative, accountability, and focus on delivering measurable outcomes.Visionary: Continuously seek improvement opportunities aligned with business needs.Change Champion: Navigate and drive change through communication and influence.Ownership: Take full responsibility for team and organizational results.Innovator: Proactively identify and prototype new solutions to add value.Interpersonal skillsAbility to lead geographically distributed teams.Strong problem-solving and abstract thinking.High autonomy and initiative.Excellent communication and collaboration capabilities.Business-oriented mindset with strong technical acumen.Skilled in managing and negotiating with IT third parties.Business knowledgeAbility to align infrastructure strategy with business objectives, enabling scalable and resilient IT environments that support growth and innovation.Experience supporting mission-critical systems that directly impact customer experience, revenue generation, and regulatory compliance.Proven track record in driving infrastructure initiatives that enable digital transformation, reduce time-to-market, and optimize operational efficiency.Understanding of vendor ecosystems and their strategic relevance to business operations, including licensing, SLAs, and sourcing models.Strong sense of ownership and business accountability to ensure that infrastructure services meet performance, availability, and cost-efficiency expectations.Problem resolutionHigh level – Requires advanced conceptual thinking in complex and completely new situations that require a strategic vision.Capable of navigating ambiguity and uncertainty to identify root causes and define effective action plans.Applies structured problem-solving techniques and systemic thinking to resolve high-impact infrastructure issues.Anticipates potential failure points in infrastructure and proactively designs solutions to avoid service disruption.Leads post-mortem analysis, promotes a culture of continuous learning, and ensures implementation of preventive measures.Leverages cross-functional knowledge to address multi-layered problems that span technology, process, and organizational dynamics.We are a leading multinational company of mobile services, internet and cable television that is present in Latin America and we are the leading telecommunications company in Panama. In Latin America, Tigo has been recognized for several years in the "Great Place to Work" ranking as an excellent company to work for. Our people are our most precious asset. Tigo Panama directly employs more than 2,500 people nationwide and offers internal growth opportunities to its staff. We have a firm purpose that moves us and unites all of us who work in the company: "To build the largest digital network to connect Panamanians by developing the communities we serve and improving their quality of life." Sangre Tigo runs through our veins, we are proud of our company and its history, we are innovative, we are passionate, we live to improve our communities and our clients are at the center of everything we do. We invite you to be part of our Tigo family!Millicom | Tigo is proud to be an Equal Employment Opportunity employer committed to a diverse workforce and nondiscrimination policy in all aspects of employment. We provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a disabled veteran or other protected veteran, or any other protected characteristic, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.