The NOC Engineer will be accountable to achieve the following objectives: 

• Perform proactive monitoring of customer connectivity and network devices 
• Provide general first level technical support to end users organisation-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 Management Processes
• Analysis of the utilisation of the current connectivity infrastructure 
• Optimized the transmission an IP network to ensure network resiliency. 
• Follow and manage submarine and terrestrial cable roll out. 
• Updated Opco implementation strategies 
• Operational presentations 

Role Dependencies 

• Inputs for wholesales business units in client solution designs 
• Understand the sales service order form and the customer requirements and translate to a technical implementation. 
• Keep updated records of the services provisioned and circuit on the Global Bayobab infrastructure.