Mission Statement for the Role: 

• To assist in providing 24/7 monitoring and management of the poa! network.

Overall Responsibility:

• Responsible for supporting proactive monitoring, communication, incident management, troubleshooting, restoration or escalation of network outages within internal Operational Level Agreements.

Key SMART Results for A-Player Success

• Actively support the on-shift team on-shift team to ensure services and network infrastructure are on active monitor 24/7- Monthly
• Assist in identifying network degradation, failures, or events and ensure alerts are sent within 15 minutes of detection – Monthly
• Support the escalation of network outages to service providers, ensuring timely follow-ups and tracking updates until resolution – Monthly
• Ensure all network events are captured, analyzed, and addressed proactively to prevent incidents before they escalate -Monthly
• Collaborate with other teams in planning, communication, implementation, and post-change review for scheduled network maintenance as part of training -Monthly
• Work on resolving network issues within the defined Operational Level Agreement (OLA), escalating unresolved issues to on-shift teams within 30 minutes.
• Support teams in ensuring all service and network monitoring system data remains accurate and up to date- Quarterly
• Assist in handling network documentation, compilation of incident reports and change management under the guidance of the technicians and engineers – Monthly

Level of Management Experience Required (Mandatory & Nice to Have)

• At least 1 year experience in an ISP / NOC environment

Department stage of development where this role sits

• Preparing for rapid scale

Key Competencies (H, M, L)

• Degree in Information Technology , Computer Sciences, Telecommunication, or related discipline – H
• Technical training and certification will be an added advantage – H
• Knowledge of the OSI model, switching, and internet routing technologies will be an added advantage – H
• Attention to detail- troubleshooting and resolution is an observer’s game being able to identify and spot problems is a key to success in the role – H

Mandatory criteria if any, with no exceptions to hire

• Must be ready and willing to be tasked with higher but realistic deliverables under minimal supervision with detailed directives
• Learning and growth mindset.