NOC Coordinator

Role Overview

As the NOC Coordinator at Fireside Group, you will be the operational anchor for our network operations center in Nairobi, working on-site to keep connectivity services running smoothly for our clients. Your day-to-day focus is on monitoring network health, coordinating dispatch teams, driving incident resolution, and ensuring every ticket moves toward closure within agreed service levels. This role matters because reliable communication between NOC staff, field technicians, and clients depends on your ability to keep everyone aligned, informed, and accountable — even when multiple faults demand attention at once.

Key Responsibilities

• Direct and oversee NOC operations, acting as the central point of contact for all dispatch activities and ensuring field teams are deployed efficiently.
• Track open tickets, work orders, and restoration timelines, updating stakeholders on progress and flagging any risk of missed service level commitments.
• Coordinate closely with NOC dispatchers, field technicians, and project management to ensure seamless handoffs and consistent follow-through on every assignment.
• Monitor network incidents, faults, and alarms, prioritising them based on impact and escalating promptly to the appropriate teams for intervention.
• Provide clients with clear, regular updates on ticket status, ensuring communication is timely, professional, and aligned with agreed timelines.
• Maintain and exceed service level agreements through disciplined ticket management, accurate documentation, and proactive follow-up on outstanding items.
• Prepare and submit daily reports summarising completed scopes, performance metrics, and any recurring issues that need management attention.
• Uphold and enforce health, safety, and environmental standards across all regions under your responsibility, ensuring 100% compliance from field teams.
• Build and sustain strong relationships with clients, addressing concerns professionally and acting as a reliable point of contact for service-related queries.
• Handle any additional operational duties as assigned, contributing to the overall efficiency of the NOC and the broader team.

Requirements & Qualifications

• Diploma or Bachelor’s Degree in Telecommunications, Electrical & Electronics Engineering, Networking, Information Technology, or a related discipline.
• At least 2 years of hands-on experience in a NOC coordination, network operations, or similar telecommunications role.
• Solid understanding of fiber optic network architecture, concepts, and common fault scenarios, with the ability to interpret network performance data.
• Strong verbal and written communication skills, with a customer-first mindset and the ability to convey technical issues in plain language.
• Proven capacity to multitask, prioritise competing demands, and maintain composure in a fast-paced, high-pressure environment.
• Familiarity with SLA frameworks, escalation procedures, and ticket management systems used in network operations.
• Ability to work independently while also collaborating effectively with field teams, engineers, and project managers.