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.
Qualifications
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.
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.
Network support and Training like CCNA
Experience in NOC-added advantage
How To Apply
