NOC Shift Engineer – ()
Description
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
