Level 2 NOC Engineer

Department: Network Operations Center (NOC)
Reports To: NOC Team Leader

Job Purpose:

To ensure the monitoring, maintenance, and optimization of network infrastructure, including routers, servers, OLTs, and third-party links. The NOC Technician will resolve incidents, track and escalate issues as necessary, and contribute to network performance reporting and change management.

Duties:

• Network Monitoring:
  Monitor network (Routers, Servers, OLTs, Third Party Links) ensuring high availability and usability.
• Incident Resolution:
  Resolve Issues that can be resolved logically being cognisant of the SLAs.
• Ticketing:
  Create tickets for all incidences proactive and active.
• Escalation:
  Escalate and track till resolution to all the relevant teams (infrastructure, core, vendor and partners. The team will ensure that the proper escalation matrices are well documented and updated and used by the team
• Reporting:
  Report daily, weekly and monthly on network performance Routers, Servers, OLTs, Third Party Links)
• Change Management:
  Manage all changes within the network temporary/permanent, planned and unplanned and ensure for all planned maintenance activities an approved change request form has been signed.
• Provisioning:
  Level 2 support on provisioning of services within the network and resolving service failures for customers
• Monitoring:
  • Uptime monitoring using Cacti/IRIS and other available tools – escalate and follow up until resolution of all nodes, uplinks and IPTs
  • Monitor power status for all sites.
  • Monitoring upstream traffic patterns & links provided by partners
  • Monitor environmental conditions at Points of Presence (POPs).
  • Working closely with IP team to troubleshoot and resolve outages
• Reports:
  • Generate reports on POPs uptime, upstream links uptime, and fiber cable cuts.
  • Ensure all outages have Root Cause Analyses (RCAs) and follow-up actions.
  • N/B All outages need to have RFOs

Key Competencies:

• Professional and Technical Excellence:
• Positive Mindset and Results-Oriented:
• Innovative Problem Solving:
• Customer-Centric Approach:

Educational Qualifications:

• Degree: B.Sc. in Computer Science, Telecommunications or Electrical Engineering.
• Certifications: At least one networking certification (e.g., CCNA/Juniper) is required.

Experience:

• Minimum of 3 years of experience in network operations, monitoring, and incident management.

Essential Requirements:

• Willing to Work in a rota, working late or weekends depending on schedule
• Excellent Work Ethic

Key Responsibilities:

• Network Monitoring:
  • Monitor the IP and GPON networks within Uganda.
  • Oversee the monitoring of partner links and escalate issues as necessary.
  • Collaborate with field teams to ensure quick resolution of network incidents and outages.

Required Number of Positions: 1