Network and Service Operations Centre Engineer
New
Language Requirement:
English
Work Type:
Full Time
Working Hours:
8 to 5
Applicant Location:
Kenya
Job descriptions & requirements
Key Responsibilities:
- Ensure proactive service visibility by configuring monitoring and alert for both network & service elements and clients’ services and ensuring that monitoring systems and alerting systems support early detection and resolution of network and client service anomalies.
- Proactive customer support by reviewing NMS-generated alerts and tickets, initiating customer outreach to assist with troubleshooting, validate service impact, and coordinate timely resolution of network and service issues.
- Drive SLA adherence through timely alert management, event & incident triage within SLA and coordinated stakeholder engagement during incidents and service degradations.
- Support operational continuity by overseeing real-time tracking and communication of approved service/network planned and emergency changes.
- Safeguard infrastructure access by managing permissions and activity logs for fiber buildings, collocation sites, and data centers.
- Enable informed decision-making through consistent generation of shift handover reports, network health summaries, and ad-hoc operational insights.
- Strengthen incident and problem response by facilitating cross-functional collaboration for root cause analysis and resolution documentation within SLA timelines.
- Promote continuous service improvement by identifying customers and network segments with recurring incidents, conducting trend analysis, and recommending Service Improvement Plans (SIPs) to reduce repeat faults and enhance service reliability.
- Promote vendor accountability by monitoring third-party performance and contributing to structured service reviews and improvement proposals.
- Enhance service transparency by ensuring stakeholders receive accurate and timely updates throughout maintenance windows and recovery processes.
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
- CCNA Certification (Mandatory)
- CCNP certification. (Added Advantage)
- ITIL V4 Certification
- 2-3 years experience in a ISP technical environment.·
- Experience with network management systems.·
- Advanced knowledge in ISP networks and services (designs, protocols, best practices) and Enterprise infrastructure.·
- Knowledge of Network infrastructure and operations would be an added advantage.·
- Attention to detail and ability to work long hours and under pressure with minimum supervision.·
- Excellent fault resolution and analytical skills.·
- Excellent interpersonal, communication and reporting skills.·
- Self-motivated and a team player.
Key Responsibilities:
- Ensure proactive service visibility by configuring monitoring and alert for both network & service elements and clients’ services and ensuring that monitoring systems and alerting systems support early detection and resolution of network and client service anomalies.
- Proactive customer support by reviewing NMS-generated alerts and tickets, initiating customer outreach to assist with troubleshooting, validate service impact, and coordinate timely resolution of network and service issues.
- Drive SLA adherence through timely alert management, event & incident triage within SLA and coordinated stakeholder engagement during incidents and service degradations.
- Support operational continuity by overseeing real-time tracking and communication of approved service/network planned and emergency changes.
- Safeguard infrastructure access by managing permissions and activity logs for fiber buildings, collocation sites, and data centers.
- Enable informed decision-making through consistent generation of shift handover reports, network health summaries, and ad-hoc operational insights.
- Strengthen incident and problem response by facilitating cross-functional collaboration for root cause analysis and resolution documentation within SLA timelines.
- Promote continuous service improvement by identifying customers and network segments with recurring incidents, conducting trend analysis, and recommending Service Improvement Plans (SIPs) to reduce repeat faults and enhance service reliability.
- Promote vendor accountability by monitoring third-party performance and contributing to structured service reviews and improvement proposals.
- Enhance service transparency by ensuring stakeholders receive accurate and timely updates throughout maintenance windows and recovery processes.
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
- CCNA Certification (Mandatory)
- CCNP certification. (Added Advantage)
- ITIL V4 Certification
- 2-3 years experience in a ISP technical environment.·
- Experience with network management systems.·
- Advanced knowledge in ISP networks and services (designs, protocols, best practices) and Enterprise infrastructure.·
- Knowledge of Network infrastructure and operations would be an added advantage.·
- Attention to detail and ability to work long hours and under pressure with minimum supervision.·
- Excellent fault resolution and analytical skills.·
- Excellent interpersonal, communication and reporting skills.·
- Self-motivated and a team player.
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