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NOC Shift Engineer
Job Purpose:
The NOC Shift Engineer is responsible for monitoring the ICT & Telecoms infrastructure, network & systems for stability to maintain 24×7 operations and resolve service impacts as they occur.
Job Responsibilities/ Accountabilities:
- Pro-active monitoring of the entire IT Infrastructure and applications systems.
- Performance monitoring, diagnose, and resolve performance issues.
- Applying software and hardware monitoring tools to detect and action faults & warnings
- First Line resolution as per the SLA’s.
- Follow up to confirm service availability and stability after resolution.
- Logging tickets in the ticketing system take ownership and follow up to closure.
- Log calls to service Providers on the various faults captured on proactive monitoring.
- Updating Ticketing tool with relevant professional information during and after fault resolution.
- Resolution of tickets assigned and closure within the working shifts.
- Provision of the incident report with ticket closure.
- Escalation of unresolved tickets to Support Level 2, NOC Engineers and the SME’s as per the Incident Management Procedures and keeping shift leader in copy of all escalation
- Daily/shift reports as per shift responsibility.
- Provision of the incident reports with ticket closure and Daily/shift reports as per shift responsibility.
Qualifications
Essential Knowledge
- Use of network monitoring tools.
- Proficiency in networking principles; TCP/IP, OSI and IP Addressing.
- Experience in handling computer networks, wide area networks, Oracle and IBM systems, data centres, telecommunications networks and tape library solutions.
- LAN and WAN troubleshooting skills and a solid understanding of network security.
- Can configure switches and routers remotely.
- Able to develop provisioning scripts (e.g. PERL) and can validate and troubleshoot new provisioning scripts.
- Prior experience working with Service and Incident Management applications such as Remedy, Smarts, Voyence, Spectrum, Siebel, Clarity, HP Service Management, Solarwinds and Clarify and other like OSS/BSS applications.
- Understanding of NMS, Ticketing and Databases Tools.
- Strong network diagnostic skills.
- Proficiency in MS Office.
Key Critical Competencies
- Putting customers/business first; must have a passion for serving others.
- Good and clear oral & written communication skills.
- People skills.
- Must be a team player; work well in a busy team, quick to learn and able to deal with a wide range of issues.
- Good problem solving capabilities.
- Ability to work with minimum or no supervision.
- Forecasting, planning and thinking ahead.
- Understanding information in different formats such as pictorial, verbal and print representations.
- Performing through people.
- Operating under pressure and tight deadlines & schedules.
- Working in 24/7 shifts; must have a flexible attitude to working times or arrangements.
- Making a personal difference.
- Strong analytical skills and able to collate and interpret data from various sources.
- Able to manage relationships between several services providers contracted to provide services to ICT.
- Capable of multi-tasking, good time management and prioritization of workload.
Requirements:
- Bachelor’s Degree in Information Science, Telecommunications, Computer Science or Engineering or equivalent with a minimum of 1 years’ NOC experience.
- Knowledge of Technical, IT, NOC systems and procedures
- Experience in the Banking hardware and software.
- Ability to solve different network problems including those that cannot be resolved using typical methods.
- ITSM (ITIL) Certificate / Trainings.
- Vendor Trainings.
- Linux or windows system administration is an added advantage.
- Network support and Training like CCNA
- Experience in NOC-added advantage
Service Desk Analyst
Job Purpose:
The Service Desk Analyst is responsible for receiving, processing and resolution of ICT users’ incident reports and service requests and maintain 24×7 Operation.
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Job Responsibilities/ Accountabilities:
- Receiving of service requests and incidents reports via phone, web, mail, or other authorized means.
- Authentication of requester and of approvals where applicable.
- Log in tickets.
- Categorization of Service Requests
- Prioritization of Incidents.
- Qualifies Incident as covered by SLA.
- Qualify that services are in the Service Catalogue
- Logging tickets in the ticketing system take ownership and follow up to closure.
- Assign tickets to the respective groups/ individuals.
- Resolution of tickets assigned and closure within the working shifts.
- Service Provision as per SLAs
- To provide first level support to users with IT support issues.
- Use available resources to resolve incidents (people, tools, and processes).
- Incident ownership, follow-up, and closure.
- Ensures that the Business Users agrees that the resolution provided addressed their needs prior to Incident closure.
- Escalation of incidents and requests that require expert input directly to the Senior Service Desk Analyst and the SME.
- Daily/shift reports as per shift responsibility.
- Provision of the incident reports with ticket closure and daily/shift reports as per shift responsibility.
Qualifications
Education Requirement:
- Bachelor’s Degree or HND in Computing / IT.
- Knowledge of Technical, IT, Service Desk systems and procedures.
Experience:
- Minimum 1 year Service Desk experience or technical field officer (TFO) experience.
- Candidate having experience in the hardware and software used by Equity Bank will be given priority.
- Candidate should be able to solve different support problems including those that cannot be resolved using typical methods.
Professional Certifications / Additional Qualification:
- ITSM (ITIL) Certificate / Trainings.
IT Knowledge:
- Proficiency in MS Office.
- Proficiency in computing principles.
- Understanding of IT support tools.
- Proficiency in MS Office.
Key Critical Competencies
- Putting customers/business first; must have a passion for serving others.
- Good and clear oral & written communication skills.
- People skills.
- Must be a team player; work well in a busy team, quick to learn and able to deal with a wide range of issues.
- Good problem-solving capabilities.
- Ability to work with minimum or no supervision.
- Forecasting, planning and thinking ahead.
- Understanding information in different formats such as pictorial, verbal and print representations.
- Performing through people.
- Operating under pressure and tight deadlines & schedules.
- Working in 24/7 shifts; must have a flexible attitude to working times or arrangements.
- Strong analytical skills and able to collate and interpret data from various sources.
- Able to manage relationships between several services providers contracted to provide services to ICT.
- Capable of multi-tasking, good time management and prioritization of workload.
- Ability to solve different support problems including those that cannot be resolved using typical methods.