• The NOC Shift Engineer is responsible for monitoring the ICT & Telecoms infrastructure, network & systems for stability to maintain 24×7 operations and resolve service impacts as they occur.

Key Responsibilities

• Network monitoring & surveillance.
• Pro-active monitoring of the entire IT Infrastructure and applications systems.
• Performance monitoring, diagnose, and resolve performance issues.
• Applying software and hardware monitoring tools to detect and action faults & warnings
• First Line resolution as per the SLA’s.
• Follow up to confirm service availability and stability after resolution.
• Logging tickets in the ticketing system take ownership and follow up to closure.
• Log calls to service Providers on the various faults captured on proactive monitoring.
• Updating Ticketing tool with relevant professional information during and after fault resolution.
• Resolution of tickets assigned and closure within the stipulated SLA.
• Provision of the incident report with ticket closure.
• Escalation of unresolved tickets to SME’s, Level 2, Level 3, External Partners/Vendors (e.g ISP) as per the Incident Management Procedures.
• Documentation, Reporting & Submission of the Daily/shift reports.

Qualifications

Key Technical Skills

• Proficiency in networking principle & networking protocols; TCP/IP, OSI, IP Addressing, VLANS, MPLS, SD-WAN.
• Can configure switches and routers remotely.
• Use of monitoring tools such as SolarWinds, Dynatrace, Datadog etc.
• LAN and WAN troubleshooting skills and a solid understanding of network security.
• Able to develop provisioning scripts (e.g. PERL) and can validate and troubleshoot new provisioning scripts.
• Understanding of NMS, Ticketing and Databases Tools.

Experience

• Minimum of 1 years’ NOC experience.
• Knowledge of Technical, IT, NOC systems and procedures
• Experience in network support (Routing & switching)
• Experience in the Banking hardware and software.
• Ability to solve different network problems including those that cannot be resolved using typical methods.ti-tasking, good time management and prioritization of workload.

Academic Qualifications

• Bachelor’s degree in information science, Telecommunications, Computer Science or Engineering.
• CCNA
• ITIL4 Foundation/ITSM Certs
• Linux or windows system administration
• Vendor Trainings.
• SD-WAN certifications
• ISO Certifications