• The incumbent will be responsible for monitoring the performance and capacity of the core and access network, critical backend systems, troubleshooting network and service problems, network, and service assurance, updating key stakeholders and clients while documenting incidents.
• They may also be required to configure system hardware, fulfil network and service monitoring and ticketing, client remote technical support, coordinate field operations allocations and dispatch, tracking of resolution and updates, carry out network audit and redundancy tests.

KEY RESPONSIBILITIES

• Proactive monitoring of the LIT EA networks to maintain high network availability and optimal production network.
• Accurate and fast 1st level LIT EA network fault troubleshooting and identification.
• Promptly attend to service-related tickets assigned by Tier 1, identify the issue, resolve, escalate to the relevant department(s) and follow through to resolution within SLA to ensure uptime and reliability of services provided by Intelligent technologies.
• Timely and expedient support to technical service managers teams.
• Proper network and service ticket creation process, capturing the impact, criticality, of affected links/services within the given standard operation procedures (SOP’s).
• Ensure correct fault escalation to the relevant teams within standard operation procedures (SOP’s).
• Escalating problematic network and service issues to senior NOC engineers and NOC manager for further intervention in a timely manner.
• Drafting detailed RCAs and RFOs and implementing measures/giving recommendations to mitigate and avert service interruptions.
• Provide timely and accurate availability, utilization or any other ad-hoc report to customers and internal teams.
• Identify recurring network/service incidents through audit and redundancy and implement/propose the necessary changes to mitigate and avert any future network/service interruptions.
• Timely Internal and external client’s communication with regards to network or services fault restoration progress with the standard operation procedures.
• Control the lifecycle of planned and emergency networks changes/maintenance.
• Reduce revenue leakages by ensuring all idle nodes not supporting any services are deactivated and recovered.
• Carry out network audits/reports to ensure all network parameters are within budget.
• Adherence to set company and industry network standards.
• Evaluate and analyze OTDR traces from field operations and contractors to ensure fault repair points conform to the break / fix policy standards.

QUALIFICATIONS, KNOWLEDGE, AND SKILLS REQUIRED.

• University Degree/Diploma in a relevant computer discipline – Electrical and Electronic Engineering, Telecoms, Computer Science, IT
• Certifications in IP networking such as CCNA, CCNP, JNCIA, JNCIS
• Microsoft, Amazon or any cloud-based/Cybersecurity certifications
• ETOM or ITIL knowledge.
• Experience in a Telecommunication environment dealing with customers and/or network issues.
• Functional technical experience in the telecommunications area with an understanding of transmission (DWDM, SDH, MPLS, Microwave.) and IP network services (IP Routing protocols, MPLS, STP, VLAN, VTP and VRF)
• Experience in deploying or supporting cloud-based solutions.
• Very strong verbal and written communication skills
• Ability to express complex technical concepts effectively, both verbally and in writing.
• Good analytical skills and keen attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Membership of a recognized Professional Institution e.g. Microsoft, Cisco and UNIX will be an added advantage.