The NOC Engineer will provide support for the ICT infrastructure including vendor escalation, take inbound calls and provide 1st line support for incident / requests raised.
Through monitoring provide pro-active support for customers and ensure SLA compliance is met with the end customer.
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Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
The NOC Engineer will be accountable to achieve the following objectives:
Perform proactive monitoring of customer connectivity and network devices
Provide general first level technical support to end users organisation-wide
Assist in providing first-level phone / email support on ICT related issues and facilitate technical issues requiring location visits.
Provide first-level Support as per the organization’s guidelines.
Communicate resolution of faults to request initiators.
Update assigned tasks in a timely manner; escalate as required to management, vendors and clients.
Ensure proper escalation during outages or periods of degraded system performance, problem resolution and customer satisfaction.
Assist in maintaining issues/request log. Ensure accurate and prompt logging of all requests/ issues unto the central database
Implement/comply with pre-defined service desk management policies and procedures.
Assist in administering customer satisfaction surveys to obtain feedback on Service Desk efficiency (where necessary).
Perform any other duties as assigned by the Manager, Service Desk
24 * 7 Monitoring of Bayobab’s Network Infrastructure both Transport and IP related devices
First Level troubleshooting and support on Incidents on Bayobab’s TX and IP Network
Manage and Support the End-to-end solution implementation of L2VPN, L3VPN and SDH P2P or P2MP
Support on delivery of end-to-end wholesale capacity and managed network services (MPLS), both internationally and domestically within the Op-Co.
Support all capacity restoration in case of submarine or terrestrial cable cut.
Implement work around solutions whilst permanent solutions are being negotiated to alleviate capacity bottleneck.
Identify future capacity requirement spikes due to market changes and provide inputs to the capacity management team.
Support the delivery of systems through 3rd parties.
Support for Global Network expansion (links and infrastructure)
Provide various reports for wholesale to monitor the network and the services.
Liaise with network and technology teams in OpCos to understand the fixed infrastructure landscape in the countries and support in the maintenance of the fixed asset register.
Ensure full customer satisfaction over the wholesale / solution delivery and support process.
Role Deliverables
Deliver the best service support on Connectivity service.
Pro-active Monitoring and Detection of Network faults and service performance issues and restoration of the same via the ITSM Incident, Change, Fault and Problem Management Processes
Analysis of the utilisation of the current connectivity infrastructure
Optimized the transmission an IP network to ensure network resiliency.
Follow and manage submarine and terrestrial cable roll out.
Updated Opco implementation strategies
Operational presentations
Role Dependencies
Inputs for wholesales business units in client solution designs
Understand the sales service order form and the customer requirements and translate to a technical implementation.
Keep updated records of the services provisioned and circuit on the Global Bayobab infrastructure.
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Job Requirements (Education, Experience and Competencies)
Education:
Minimum 3 Year Academic Degree in Technical/ Engineering Degree/Diploma or similar qualification
HCIA, HCIP, CCNA, CCNP or equivalent Associate and professional certification in Transmission and IP Systems
Experience:
At least 3 years experiences in Telecommunications, with operational support experience
At least 2 years experiences in fixed infrastructure and IP environment
Experience on OTN, WDM and SDH
Experience on Huawei transmission equipment (OSN)
Experience on Cisco or Huawei IP equipment (NE40)
Good reading and writing skills
Excellent follow up and time control skills
Ability to assess the impact of the different network problems
Competencies:
Key business soft skills including but not limited to problem solving, information processing, and analytical understanding