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 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.

Job Requirements (Education, Experience and Competencies)

Experience: 
-   At least 3 years experiences in Telecommunications, with operational support experience 
-   At least 2 years experiences in fixed infrastructure and IP environment 
-   Experience on OTN,  WDM and SDH 
-   Experience on Huawei transmission equipment (OSN) 
-   Experience on Cisco or Huawei IP equipment (NE40) 
-   Good reading and writing skills 
-   Excellent follow up and time control skills 
-   Ability to assess the impact of different network problems

Competencies: 
-   Key business soft skills including but not limited to problem solving, information processing, and analytical understanding