Overall Responsibility:

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

Role Responsibilities:

• Monitor all services and network infrastructure on a 24/7 basis, ensuring all network events are captured and addressed proactively to mitigate incidents.
• Escalate any network degradation and failure to service providers/ vendors within the defined timelines and keep all relevant stakeholders updated until resolution.
•  Escalate unresolved complex issues to the NOC senior engineers.
• Communicate scheduled maintenance at least 48 hours in advance and give hourly updates until services are restored..
• Ensure service and monitoring system data is accurate and up to date.
• Maintain timely documentation of incidents, problems, changes, RCAs, and RFOs from vendors and field teams.

Academic Qualifications:

• Degree in Information Technology, Computer Sciences, Telecommunication, or related discipline.
• At least one Microtik and / Or Ubiquiti Certification.

Key Competencies required for the role:

• Strong knowledge of routing and switching protocols, IT systems, and the OSI model; radio network expertise is an added advantage.
• At least 2 years’ experience in a 24/7 NOC environment within the telecom industry.
• Skilled in remote technical support, troubleshooting (hardware/software), and escalation management.
• Proficient with remote access tools, SOPs, ticketing platforms, and stakeholder communications.
• Demonstrated ability to deliver under pressure in fast-paced, high-growth environments while maintaining quality and detail.
• Proven initiative and drive, with the ability to meet demanding deliverables under minimal supervision.
• Experience working with multicultural teams and aligning quickly to poa! organizational values and culture.