Summary
Date Posted: Wednesday, February 01, 2023 , Base Salary: Not Disclosed

JOB DETAILS:
Job Purpose
Responsible for all real-timemonitoring of Transmission network alarms and alerts received from the NMS, EMSand NE’s. The incumbent will be responsible for identifying and diagnosing allnetwork alarms/alerts and performing first level intervention on all incidentsbefore raising escalation tickets to Network Support and/or Field Teams.

Key Responsibilities
Alert/Alarm Management
• To ensure effective monitoring of all network and servicealarms in all transmission and customer connections
Problem Management
• Undertake first level problem Diagnosis, Correlation, and intervention.
Ticket Management
• Raising of Trouble Ticket
• Escalation to appropriate teams until resolution
• Closure of TT
• All stakeholder notification
Reporting
• Update the incident management system with appropriateinformation whenever any incident occurs.
• Escalate all matters on time so that service is restored asper SLA metrics agreed with clients.
• Report on all matters affecting service quality.
Health Checks
• Perform basic daily and weekly system health checks toascertain system uptime.
Customer Support
• Handle support calls and advise clients in customer friendlymanner.
Security
• Always ensure compliance to privacy and security standards

Knowledge, Skills, Qualifications and Experience
Diploma in Telecommunications ora relevant qualification
Member of EIZ or ICTAZ or anyrelevant body
1 to 2 years’ experience workingin a support role or in the Network Operations Centre

Competencies required for this Role
Key Knowledge Extensiveknowledge and hands on demonstrated capability of performing basictroubleshooting on ICT equipment, power & cooling equipment and access control.
Key Skills
• Identifies problems/issues.

People Skills
• Ability to quickly respond to any incident.
• Analytical thinking and eager to learn.
Business understanding
• Communication skills

Key Attributes/Competencies
• Able to set own priorities.
• Uses discretion to complete assignments.
• Independently applies knowledge of technical practices andspecialty area standards.
• Sober and ability to follow safety rules and procedures.
• Independently completes assignments.
• Cultivates good peer working relationship

Work Hours: 8

Experience in Months: 12

Level of Education: Postgraduate Degree

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