Engineer - NOC Network Engineer.Technology Information at MTN

Job Description
Task Complexity:

Operational effectiveness

• Monitoring and maintenance of all backbone equipment, links and Voice services including Data Centre equipments
• Fault reporting and resolution with Telco’s, as well as monitoring and responding to Telco’s maintenance notices
• Notification of all network outages to customers both internal and external
• Incident/problem diagnosis and reporting
• Ticketing systems – keeping record of progress of local and international faults from initial request through to resolution
• Monitoring and responding to incoming mail from customers as well as internal teams
• Deal with internal escalations for network infrastructure related faults and drive resolution
• Handling of all incoming telephone calls to the Network Operations Centre
• Problem diagnosis and definition
• Ownership of queries through to resolution
• Managing network failures, both on a core level as well as customer level
• Take action to prevent the reoccurrence of problems.
• Provide input for Service Level reporting on core and customer.
• Troubleshooting complex technical core infrastructure 
• Operational support of core related platforms
• Managing and debugging issues relating to routing tables and relevant routing announcements
• Debugging and troubleshoot physical line faults, including peering and backbone links
• Logging TAC cases with vendors, ensuring turnarounds and SLA’s are met.
• Troubleshooting and configuration of network devices
• First level troubleshooting of Data Centre equipment
• Management of the abuse forums
• Proactively monitor the network against any threats
• Making sure that vulnerabilities in the network are dealt with and making sure all equipment and customers are protected against any threats

General

• Adherence to internal and external service level agreements
• Upholding superior customer support service at all times
• Effective communication of all network failures and related issues to the entire business and customers
• Ensure adherence to all network and security policies and processes in place
• Manage multiple client requests and ensure customer satisfaction in a demanding environment 
• Communicate effectively with customers, colleagues and management especially in time of crisis 
• Update clients on all outstanding calls, regularly (within expertise and defined parameters)

Relationships

• Ensure technical information sharing/lessons learnt and enhance team cohesion through peer relationship management within the team
• Ensure effective inter-departmental communication to avoid any potential conflicts that may arise, sharing and providing relevant information.
• Enforce a customer-centric approach.

Qualifications
Education

• Minimum of 3 year Technical degree/diploma 
• Cisco Professional Certification or Juniper Professional Certification
• Fluent in English

Experience:

• Minimum of 3 years’ experience ISP working environment with exposure to:
• IP routing Protocols such as BGP, ISIS, etc.
• UNIX based systems
• Cisco /Juniper devices
• Scripting 
• ATM and SDH infrastructure 
• Metro Ethernet type links
• Switching and routing   
• Experience in supervising others
• Experience working in a medium  organization 

Training:

• CCNA or JNCIA
• CCIP or CCNP (will be an advantage)