NOC Engineer

Dar es Salaam - Tanzania

Monthly Salary: Not Disclosed

Experience Required: 1-3years

Posted on: 22 hours ago

Vacancies: 1 Vacancy

Job Summary

Key Duties and Responsibilities:

1. Monitoring and Event Management

Proactively and reactively monitor servers network infrastructure applications databases data centers and key customer platforms (Mobile Money Gateway SMS Gateway USSD Gateway IVR Gateway and all customer systems).

Utilize various monitoring tools to detect events performance degradation and anomalies in real time.

Assess event impact and initiate appropriate response actions to maintain service uptime and prevent disruptions.

2. Incident Management

Perform first-line triage troubleshooting and resolution of incidents identified through monitoring or reported via multiple channels (email Skype WhatsApp SMS hotline etc.).

Resolve incidents requested by clients in accordance with defined Service Level Agreements (SLAs) prioritizing and meeting response and resolution time targets.

Record incidents correlate them with related events apply approved workarounds or fixes and update tickets with detailed actions taken.

Escalate unresolved or complex incidents to Level II/III support teams third-party vendors partners or management while ensuring clear timely communication throughout the process.

3. Problem Management

Identify patterns by correlating recurring incidents and collaborate with problem analysts to document known errors workarounds and root causes.

Contribute to proactive identification and prevention of recurring issues.

4. Change and Deployment Management

Assist in planning scheduling and executing production changes new feature deployments and patch management.

Monitor post-deployment impact and report any positive or negative effects to ensure system stability.

5. Availability Capacity Performance and Continuity Management

Collect and report metrics on system availability capacity usage and performance trends.

Conduct root cause analysis (RCA) for major incidents and prepare formal RCA reports. Participate in backup/restore operations and disaster recovery testing including execution of failover procedures.

6. Infrastructure and Platform Support

Execute routine installation configuration and maintenance tasks for on-premise or cloud-based infrastructure and platforms as per standard procedures.

7. Customer Support

Provide technical assistance and training to clients on the usage of company services and platforms.

Serve as the main point of contact for service-related inquiries ensuring professional and SLA-compliant handling of client-reported incidents.

8. Reporting and Documentation

Generate and distribute regular reports including daily summaries on:

Network status

Services status (Mobile Money Gateway SMS Gateway USSD Gateway IVR Gateway and all customer platforms)

Incident resolution metrics SLA compliance and overall system health

Maintain accurate detailed records of all incidents resolutions escalations and activities in the ticketing system.

9. Information Security Awareness

Recognize potential security events or incidents during monitoring and provide initial response/escalation to the security team.

10. Tools and Technical Proficiency

Proficient with monitoring diagnostic backup and troubleshooting tools including (but not limited to):

Postman CURL Wireshark

Oracle RMAN

PuTTY Telnet ping traceroute tcptraceroute tracepath

JSON/XML handling

Requirements

Qualifications and Requirements:

Bachelors degree in Computer Science Software Engineering Information Technology or a related field

2 years of experience in a NOC network operations service desk or similar monitoring and incident management role.

Solid understanding of IT service management frameworks (incident problem change) service architecture SLA management and the business impact of IT events.

Experience working with ticketing systems monitoring platforms and basic networking/troubleshooting tools.

Strong analytical problem-solving and customer-facing communication skills (verbal and written).

Ability to work rotating shifts in a 24/7 environment (nights weekends holidays).

Key Duties and Responsibilities:1. Monitoring and Event Management Proactively and reactively monitor servers network infrastructure applications databases data centers and key customer platforms (Mobile Money Gateway SMS Gateway USSD Gateway IVR Gateway and all customer systems). Utilize various ...