Network Operations Center (NOC) Optimisation Analyst

• Responsible for live monitoring of Thunes’ network health, performance and customer experience through monitoring, issue management and continuous problem solving
• Perform diagnostics for outages and urgent issues working with supporting teams to drive to a resolution
• Ticket creation for real-time but non-urgent issues for supporting teams to resolve
• Real-time monitoring of system alerts, transactions, systems and reacting timely according to its severity to meet system performance, both internally and externally
• Perform 1st level troubleshooting of the alerts to identify the reality of issues, following standard operating procedures and escalate to external or internal partner
• Responsible for tracking the issues and ensuring the end-to-end resolution of incidents. Log all actions performed in the entire duration of the incident. - Conduct communications to affected stakeholders
• Prepare Incident Reports for logging purposes
• Monitor platform maintenance and system downtime until it’s recovery
• Attend calls with external parties for unresolved and recurring issue to ensure root cause is identified and fixes are in place
• Identify issues immediately using monitoring tools in order to reduce impact and customer inbound inquiries
• Analyse NOC historical data to identify key improvement opportunities
• Work with the team to find ways to better handle issues and update SoPs to better meet operational goals
• Work on 24x7 shifting rotation

What we are looking for

• Graduate of Information Technology or equivalent
• Previous experience with Technical Support, NOC or Systems Monitoring role is a plus
• Ability to read systems and API logs Excellent communication and interpersonal skills
• Strong analytical and troubleshooting skills. Able to immediately act issues and work on incident handling procedures
• Good working attitude and comfortable working with a team
• Proficient in written and verbal English
• Ability to work flexible hours
• Adaptive, flexible and able to work with people from different backgrounds and cultures
• Ability to effectively and appropriately interact with co-workers at a variety of levels across many disciplines

Sounds like you! Apply now!