The NOC Shift Engineer is responsible for monitoring the ICT & Telecoms infrastructure, network & systems for stability to maintain 24x7 operations and resolve service impacts as they occur. Key Responsibilities: Network monitoring & surveillance. 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 stipulated SLA. Provision of the incident report with ticket closure. Escalation of unresolved tickets to SME’s, Level 2, Level 3, External Partners/Vendors (e.g ISP) as per the Incident Management Procedures. Documentation, Reporting & Submission of the Daily/shift reports. Qualifications: Key Technical Skills: Proficiency in networking principle & networking protocols; TCP/IP, OSI, IP Addressing, VLANS, MPLS, SD-WAN. Can configure switches and routers remotely. Use of monitoring tools such as SolarWinds, Dynatrace, Datadog etc. LAN and WAN troubleshooting skills and a solid understanding of network security. Able to develop provisioning scripts (e.g. PERL) and can validate and troubleshoot new provisioning scripts. Understanding of NMS, Ticketing and Databases Tools. Experience: Minimum of 1 years’ NOC experience. Knowledge of Technical, IT, NOC systems and procedures. Experience in network support (Routing & switching). Experience in the Banking hardware and software. Ability to solve different network problems including those that cannot be resolved using typical methods.ti-tasking, good time management and prioritization of workload. Academic Qualifications: Bachelor’s degree in information science, Telecommunications, Computer Science or Engineering. CCNA. ITIL4 Foundation/ITSM Certs. Linux or windows system administration. Vendor Trainings. SD-WAN certifications. ISO Certifications.
