THE TELECOMS industry in Jamaica is going through a metamorphosis as the service providers vie to feed customers with the high end of the technology pie. Craig Henry, the recently appointed head of value added services, Digicel Jamaica, speaks with Jobsmart on what it means to the incumbents and his experiences in this sphere.

Jobsmart: Give us a brief on yourjourney to Digicel?

Henry: I started as switch engineer in September 2002 after completing my MSc in communication systems. During my second year on the job, I was promoted as senior value added services (VAS) engineer looking after the prepaid system. In 2005, I was promoted to prepaid manager.

I decided to pursue an MBA earlier this year, after which I was promoted to head the value added services with responsibility for the prepaid and messaging systems, as well as a number of other VAS products.

What have you learnt along the way?

It has been a very challenging and rewarding experience working at Digicel. The environment is very fast-paced and we are single-minded in our focus on our customers and ensuring they get the very best of everything from us. Below are a few of my observations along the way:

My studies in engineering did not prepare me to do the job, but prepared me to be able to learn how to do the job. You have to understand that the higher you climb up the corporate ladder, the more responsibility is placed on your shoulders.

To cope with the fast pace, it is critical to understand the big picture so you can make informed decisions. At the same time, it is also critical to have detailed technical knowledge of the systems you support. This helps you to avoid errors, troubleshoot effectively and work at a fast pace.

As the telecommunications market is expanding, what opportunities do you see for youngsters?

There are a lot of opportunities, both locally and abroad, in telecommunications engineering. In Jamaica, aside from working for a telecoms operator, most if not all large organisations have some telecommunications needs and employ engineers to maintain and operate their communications infrastructure. Jamaica is on par with what you will find in developed countries. Therefore, a qualified telecoms engineer with a couple years' experience is globally marketable.

The mobile technology is moving to the third generation (3G) and beyond, what skill sets should youngsters be armed with?

Technology is constantly changing and evolving. It is important that you start with a good foundation in a relevant discipline such as engineering, electronics or computer science. Another requirement is that you have to keep up to speed with the changes in technology. Information is available on the Internet or industry periodicals and also from interacting with colleagues in the industry.

How do you see the mobile market developing in Jamaica and the region in the coming years?

First, I think the mobile service will become the main or only means of communication for most people, replacing landlines at home and work. Mobility and VAS are the primary reasons that mobile service is more convenient than landlines. I think we are still very focused on voice and SMS services, with a smaller segment of the market also using the IP services such as browsing and email. Given that the market is almost fully saturated, I expect VAS services will be the main area for growth going forward.

What would you advise the youngsters planning a career in mobile industry?

I think the first step is to ensure you have a strong foundation. Study hard to ensure you get the most value from your school or university education. Generally, ensure you love the field you are working in as this will help you to perform at your best.

amitabh.sharma@gleanerjm.com