THIS JOB IS CENTRAL AFRICA RUPUBLIC BASED NOT CAMEROON

Mission/Core purpose of the Job

The NOC Engineer will provide support for the ICT infrastructure including vendor escalation, take inbound calls and provide 1st line support for incident / requests raised.
Through monitoring provide pro-active support for customers and ensure SLA compliance is met with the end customer.

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s)

The NOC Engineer will be accountable to achieve the following objectives: – Perform proactive technical monitoring of customer connectivity and network devices  – Provide general first level support to end users organization-wide – Assist in providing first-level phone / email support on ICT related issues and facilitate technical issues requiring location visits. – Provide first-level Support as per the organization’s guidelines. – Communicate resolution of faults to request initiators. – Update assigned tasks in a timely manner; escalate as required to management, vendors and clients. – Ensure proper escalation during outages or periods of degraded system performance, problem resolution and customer satisfaction.

– Assist in maintaining issues/request log. Ensure accurate and prompt logging of all requests/issues unto the central database – Implement/comply with pre-defined service desk management policies and procedures. – Assist in administering customer satisfaction surveys to obtain feedback on Service Desk efficiency (where necessary). – Perform any other duties as assigned by the Manager, Service Desk – 24 * 7 Monitoring of Bayobab’s Network Infrastructure both Transport and IP related devices  – First Level troubleshooting and support on Incidents on Bayobab’s TX and IP Network  – Manage and Support the End-to -end solution implementation of L2VPN, L3VPN and SDH P2P or P2MP  – Support on delivery of end-to-end wholesale capacity and managed network services (MPLS), both internationally and domestically within the Op-Co. – Support all capacity restoration in case of submarine or terrestrial cable cut. – Implement work around solutions whilst permanent solutions are being negotiated to alleviate capacity bottleneck. – Identify future capacity requirement spikes due to market changes and provide inputs to the capacity management team. – Support the delivery of systems through 3rd parties. – Support for Global Network expansion (links and infrastructure)  – Provide various reports for wholesale to monitor the network and the services. – Liaise with network and technology teams in OpCos to understand the fixed infrastructure landscape in the countries and support in the maintenance of the fixed asset register. – Ensure full customer satisfaction over the wholesale / solution delivery and support process. Role Deliverables  – Deliver the best service support on Connectivity service. – Pro-active Monitoring and Detection of Network faults and service performance issues and restoration of the same via the ITSM Incident, Change, Fault and Problem