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NOC Senior Engineer
Mission Statement for the Role:
To manage, support and ensure the availability, performance and capacity of poa! network whilst acting as a point of escalation to NOC Technicians.
Overall Responsibility:
- Configuration Management, Network Performance & Incidents Management, Quality of Service Management , Change Management, Continuous Service Improvement and Network Documentation
People:
- Individual Contributor
Key SMART Results for A-Player Success
- Maintain core network availability at 99.99% and access layer at 99.9% through proactive event management and timely reactive interventions – Monthly
- Ensure quick identification of network issues and resolution of issues within stipulated Operational Level Agreements – Monthly
- Own all escalations from NOC technicians and provide level 3 technical support on complex network and systems issues within networks and customer support teams. Acknowledge within 15 minutes and resolution as per internal Operational Level Agreements – Monthly
- Serve as the go-to technical expert and actively engage in knowledge sharing and training initiatives to empower team members from technical teams – Monthly
- Maintain peak performance and cost-effective service delivery by ensuring optimal deployment and configurations of circuits with our providers and peering partners (e.g. local loops, IPT, PNI, and Cache) – Q4 2023
- Configuration management- Ensure optimal configuration of core and access network layers while ensuring up-to-date backups are done – Q4 2023
- Undertake Core and Access network continuous service improvement while ensuring adherence to change management process – Monthly
- Collaborate with Network Planning and Deployment Teams to ensure new networks implementation is done as per expected standards and testing/signoff process followed – Monthly
- Complete documentation of poa! Network Topology and training of NOC & Technical Support technicians – Q1 2024
- Attain at least two advanced technical professional certifications every year – Q1 2024
Department stage of development where this role sits
- Prepare for Scale
Key Competencies (H, M, L)
- Degree in Information Technology , Computer Sciences, Telecommunication, or related discipline -H
- Expert in managing different types Network Topologies: Fast fault identification, fault resolution, and implementation of mitigation measures -H
- Advanced knowledge in switching (e.g. STP, VLANs) and routing protocols (e.g. ISIS, OSPF, iBGP, BGP) -H
- Experience of TCP/IP Protocols, networking principles, and authentication protocols -H
- Knowledge in network automation: Development and maintenance of automation scripts and tools for network provisioning, monitoring, and management -H
- Experience in use of configuration and maintenance of Network Management and Monitoring Systems & tools -H
- At least 4 years experience focusing specifically on network infrastructure support and maintenance in fast growth high pressure environment -H
- Advanced Certification in Mikrotik , Cisco, Juniper or equivalent -H
- Have a strong, flexible, adaptable & analytical approach to problem-solving with a can-do-it attitude -H
- Strong communication and interpersonal skills with the ability to build and maintain relationships -H
Mandatory Criteria if Any with no exceptions to hire
- 4+ years proven track record within a NOC in a Telecommunications environment, with experience in configuring Network and Network maintenance
- Expert knowledge, in switching (STP, VLANs) and routing protocols (ISIS, OSPF, iBGP, BGP)
- Excellent knowledge of Mikrotik and Ubiquiti equipment, configuration and support of the same
NOC Technician
Mission Statement for the Role:
- To provide 24/7 monitoring and management of the poa! network.
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Overall Responsibility:
- Responsible for proactive monitoring, troubleshooting, restoration or escalation of network outages within SLA. Responsible for clear commuinication across company channels regarding outages, downtimes and expected resolutions
People:
- Individual Contributor
Key SMART Results for A-Player Success
- Ensure all services and network infrastructure on active monitor 24/7- Monthly
- Ensure alerts of noted network degradation or failures are sent out to stakeholders within 15 minutes after observation- Monthly
- Aim to have all network outages escalated to service providers / vendors within 15 minutes after observation and tracked with hourly updates to stakeholders till resolution -Monthly
- Ensure all network events are captured and addressed proactively to mitigate incidents -Monthly
- Ensure all scheduled network maintenance is communicated 48 hours in advance, and tracked with hourly updates on network status until the service is fully restored -Monthly
- Have all unresolved complex network issues escalated to NOC engineers within 30 minutes after observation-Monthly
- Ensure all data on service and network monitoring systems is accurate and up-to-date- Quarterly
- All documentation of Network related incidents, problems, changes, Root Cause Analysis and RFOs as shared by vendors or field teams is timely and up to date -Monthly
- Attain at least one Mikrotik and / Or Ubiquiti Certification -Q4 2023
Department stage of development where this role sits
- Preparing for Scale
Key Competencies (H, M, L)
- Degree in Information Technology , Computer Sciences, Telecommunication, or related discipline -H
- Must have knowledge of and experience with routing and switching protocols, IT Systems, Radio network will be an added advantage -H
- Must be experienced with remote technical support, written and verbal communication. Familiarity with, remote access, troubleshooting SOP’s, ticketing platforms and escalations -H
- Must have at at least 1 year experience at a 24 hour NOC supporting a telecom industry- H
- Must be able to demonstrate competencies in the ability to remotely troubleshoot and support internal and external parties for hardware and software support -H
- Knowledge of the OSI model, switching and internet routing technologies -HMandatory Criteria if Any with no exceptions to hire
- Must have worked for a rapid large scale growth organization .
- Must have worked productively, efficiently & effectively with initiative and drive under tight timescales and pressure whilst maintaining attention to detail and quality.
- Must be ready and willing to be tasked with higher but realistic deliverables under minimal supervision with detailed directives
- Must have worked with multi cultural teams in the past.Must have operated in a business with similar Values and DNA to Poa to ensure quick cultural alignment.