Job Purpose

Responsible for all real-timemonitoring of Transmission network alarms and alerts received from the NMS, EMSand NE’s. The incumbent will be responsible for identifying and diagnosing allnetwork alarms/alerts and performing first level intervention on all incidentsbefore raising escalation tickets to Network Support and/or Field Teams.

Key Responsibilities

Alert/Alarm Management           

• To ensure effective monitoring of all network and servicealarms in all transmission and customer connections

Problem Management   

• Undertake first level problem Diagnosis, Correlation, and intervention.

Ticket Management       

• Raising of Trouble Ticket
• Escalation to appropriate teams until resolution
• Closure of TT
• All stakeholder notification

Reporting           

• Update the incident management system with appropriateinformation whenever any incident occurs.
• Escalate all matters on time so that service is restored asper SLA metrics agreed with clients.
• Report on all matters affecting service quality.

Health Checks

• Perform basic daily and weekly system health checks toascertain system uptime.

Customer Support

• Handle support calls and advise clients in customer friendlymanner.

Security               

• Always ensure compliance to privacy and security standards

Knowledge, Skills, Qualifications and Experience

 Diploma in Telecommunications ora relevant qualification

 Member of EIZ or ICTAZ or anyrelevant body

1 to 2 years’ experience workingin a support role or in the Network Operations Centre

Competencies required for this Role

Key Knowledge Extensiveknowledge and hands on demonstrated capability of performing basictroubleshooting on ICT equipment, power & cooling equipment and access control.   

Key Skills    

• Identifies problems/issues.

People Skills

• Ability to quickly respond to any incident.
• Analytical thinking and eager to learn.

Business understanding

• Communication skills

Key Attributes/Competencies     

• Able to set own priorities.
• Uses discretion to complete assignments.
• Independently applies knowledge of technical practices andspecialty area standards.
• Sober and ability to follow safety rules and procedures.
• Independently completes assignments.
• Cultivates good peer working relationship