Network Operations Center Engineer at Koko Networks

Your Role

As NOC Engineer, you will be responsible for providing technical input, solutions, and recommendations to incidents that affect the normal operations of KOKO’s network of over 1500 IoT-connected, self-service machines called KOKO Points and their associated cloud systems. You will work towards minimizing the negative impact of incidents by having rapid issue resolution and continuous improvement and evolution of our products.

What You Will Do

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• Own the information capture and resolution of network tickets, ensuring accurate information is captured at each step of the issue life cycle in the ticketing system
• Pro-active monitoring of the entire IoT infrastructure and applications systems and first Line resolution as per agreed Service Level Agreements with different stakeholders and follow-up to confirm service availability and stability after resolution
• Take part in network roll-out of releases which include but are not limited to creating the roll-out plan, back-out plans, implementation checklists, documenting and circulating post-implementation reports
• Resolution of tickets assigned and closure within the working shifts and escalation of unresolved tickets to the Next Support Level as per the incident management procedures
• Provision of incident reports with ticket closure and daily shift reports within the function
• Work closely and collaboratively with other stakeholders, including Field Maintenance and Engineering to establish best practices in maximizing the uptime of the monitored systems and provide feedback for continuous improvements of NOC processes
• Maintain customer satisfaction through professional conduct and engagements while ensuring an effective interface with other departmental staff is maintained
• Ensure that the function operates in accordance with respective Health, Safety, and Environmental policies and procedures

What You Will Bring

• University degree in Engineering or a technical field
• Basic understanding of network monitoring concepts and management tools eg Grafana, Nagios. Familiarity with ticketing systems eg Freshservice, Zendesk. 
• 2+ years' experience working in a similar role.
• Experience in private/public cloud systems, incident management principles, Lean 6 sigma, Fishbone & Five Whys methods, and data analysis. Familiarity with SQL will be an added advantage.
• Knowledge of ITSM. ITIL certification will be an added advantage. 
• Outstanding organizational, time management, and follow-up skills
• Competent in problem-solving, team building, planning, and data-driven decision-making. 
• Excellent written, verbal, and presentation skills