Job Grade: Officer
Reports to: NOC Manager
Direct Reportees: None
Job Purpose:
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.
Job Responsibilities/ Accountabilities:
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 working shifts.
Provision of the incident report with ticket closure.
Escalation of unresolved tickets to Support Level 2, NOC Engineers and the SME’s as per the Incident Management Procedures and keeping shift leader in copy of all escalation
Daily/shift reports as per shift responsibility.
Provision of the incident reports with ticket closure and Daily/shift reports as per shift responsibility.
Essential Knowledge
Use of network monitoring tools.
Proficiency in networking principles; TCP/IP, OSI and IP Addressing.
Experience in handling computer networks, wide area networks, Oracle and IBM systems, data centres, telecommunications networks and tape library solutions.
LAN and WAN troubleshooting skills and a solid understanding of network security.
Can configure switches and routers remotely.
Able to develop provisioning scripts (e.g. PERL) and can validate and troubleshoot new provisioning scripts.
Prior experience working with Service and Incident Management applications such as Remedy, Smarts, Voyence, Spectrum, Siebel, Clarity, HP Service Management, Solarwinds and Clarify and other like OSS/BSS applications.
Understanding of NMS, Ticketing and Databases Tools.
Strong network diagnostic skills.
Proficiency in MS Office.
Key Critical Competencies
Putting customers/business first; must have a passion for serving others.
Good and clear oral & written communication skills.
People skills.
Must be a team player; work well in a busy team, quick to learn and able to deal with a wide range of issues.
Good problem solving capabilities.
Ability to work with minimum or no supervision.
Forecasting, planning and thinking ahead.
Understanding information in different formats such as pictorial, verbal and print representations.
Performing through people.
Operating under pressure and tight deadlines & schedules.
Working in 24/7 shifts; must have a flexible attitude to working times or arrangements.
Making a personal difference.
Strong analytical skills and able to collate and interpret data from various sources.
Able to manage relationships between several services providers contracted to provide services to ICT.
Capable of multi-tasking, good time management and prioritization of workload.
Qualifications
Requirements:
Bachelor’s Degree in Information Science, Telecommunications, Computer Science or Engineering or equivalent with a minimum of 1 years’ NOC experience.
Knowledge of Technical, IT, NOC systems and procedures
Experience in the Banking hardware and software.
Ability to solve different network problems including those that cannot be resolved using typical methods.
ITSM (ITIL) Certificate / Trainings.
Vendor Trainings.
Linux or windows system administration is an added advantage.
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