Equity Bank Limited (The "Bank”) is incorporated, registered under the Kenyan Companies Act Cap 486 and domiciled in Kenya. The address of the Bank’s registered office is 9th Floor, Equity Centre, P.O. Box 75104 - 00200 Nairobi. The Bank is licensed under the Kenya Banking Act (Chapter 488), and continues to offer retail banking, microfinance and relat...
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The NOC Shift Engineer is responsible for monitoring the ICT & Telecoms infrastructure, network & systems for stability to maintain 24x7 operations and resolve service impacts as they occur.
Job Responsibilities/ Accountabilities:
Pro-active monitoring of the entire IT Infrastructure and applications systems.
Performance monitoring, diagnose, and resolve performance issues.
Applying software and hardware monitoring tools to detect and action faults & warnings
First Line resolution as per the SLA’s.
Follow up to confirm service availability and stability after resolution.
Logging tickets in the ticketing system take ownership and follow up to closure.
Log calls to service Providers on the various faults captured on proactive monitoring.
Updating Ticketing tool with relevant professional information during and after fault resolution.
Resolution of tickets assigned and closure within the working shifts.
Provision of the incident report with ticket closure.
Escalation of unresolved tickets to Support Level 2, NOC Engineers and the SME’s as per the Incident Management Procedures and keeping shift leader in copy of all escalation
Daily/shift reports as per shift responsibility.
Provision of the incident reports with ticket closure and Daily/shift reports as per shift responsibility.
Qualifications
Essential Knowledge
Use of network monitoring tools.
Proficiency in networking principles; TCP/IP, OSI and IP Addressing.
Experience in handling computer networks, wide area networks, Oracle and IBM systems, data centres, telecommunications networks and tape library solutions.
LAN and WAN troubleshooting skills and a solid understanding of network security.
Can configure switches and routers remotely.
Able to develop provisioning scripts (e.g. PERL) and can validate and troubleshoot new provisioning scripts.
Prior experience working with Service and Incident Management applications such as Remedy, Smarts, Voyence, Spectrum, Siebel, Clarity, HP Service Management, Solarwinds and Clarify and other like OSS/BSS applications.
Understanding of NMS, Ticketing and Databases Tools.
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