Summary

Mission Statement for the Role: 

• To provide 24/7 monitoring and management of the poa! network.

Overall Responsibility: 

• Responsible for proactive monitoring, troubleshooting, restoration or escalation of network outages within SLA. Responsible for clear commuinication across company channels regarding outages, downtimes and expected resolutions

People:

• Individual Contributor

Key SMART Results for A-Player Success

• Ensure all services and network infrastructure on active monitor 24/7- Monthly
• Ensure alerts of noted network degradation or failures are sent out to stakeholders within 15 minutes after observation- Monthly
• Aim to have all network outages escalated to service providers / vendors within 15 minutes after observation and tracked with hourly updates to stakeholders till resolution -Monthly
• Ensure all network events are captured and addressed proactively to mitigate incidents -Monthly
• Ensure all scheduled network maintenance is communicated 48 hours in advance, and tracked with hourly updates on network status until the service is fully restored -Monthly
• Have all unresolved complex network issues escalated to NOC engineers within 30 minutes after observation-Monthly
• Ensure all data on service and network monitoring systems is accurate and up-to-date- Quarterly
• All documentation of Network related incidents, problems, changes, Root Cause Analysis and RFOs as shared by vendors or field teams is timely and up to date -Monthly
• Attain at least one Mikrotik and / Or Ubiquiti Certification -Q4 2023

Department stage of development where this role sits

• Preparing for Scale

Key Competencies (H, M, L)

• Degree in Information Technology , Computer Sciences, Telecommunication, or related discipline -H
• Must have knowledge of and experience with routing and switching protocols, IT Systems, Radio network will be an added advantage -H
• Must be experienced with remote technical support, written and verbal communication. Familiarity with, remote access, troubleshooting SOP’s, ticketing platforms and escalations -H
• Must have at at least 1 year experience at a 24 hour NOC supporting a telecom industry- H
• Must be able to demonstrate competencies in the ability to remotely troubleshoot and support internal and external parties for hardware and software support -H
• Knowledge of the OSI model, switching and internet routing technologies -HMandatory Criteria if Any with no exceptions to hire
• Must have worked for a rapid large scale growth organization .
• Must have worked productively, efficiently & effectively with initiative and drive under tight timescales and pressure whilst maintaining attention to detail and quality.
• Must be ready and willing to be tasked with higher but realistic deliverables under minimal supervision with detailed directives
• Must have worked with multi cultural teams in the past.Must have operated in a business with similar Values and DNA to Poa to ensure quick cultural alignment