Network and Service Operations Centre Engineer

Key Responsibilities:

Ensure proactive service visibility by configuring monitoring and alert for both network & service elements and clients’ services and ensuring that monitoring systems and alerting systems support early detection and resolution of network and client service anomalies.

Proactive customer support by reviewing NMS-generated alerts and tickets, initiating customer outreach to assist with troubleshooting, validate service impact, and coordinate timely resolution of network and service issues.

Drive SLA adherence through timely alert management, event & incident triage within SLA and coordinated stakeholder engagement during incidents and service degradations.

Support operational continuity by overseeing real-time tracking and communication of approved service/network planned and emergency changes.

Safeguard infrastructure access by managing permissions and activity logs for fiber buildings, collocation sites, and data centers.

Enable informed decision-making through consistent generation of shift handover reports, network health summaries, and ad-hoc operational insights.

Strengthen incident and problem response by facilitating cross-functional collaboration for root cause analysis and resolution documentation within SLA timelines.

Promote continuous service improvement by identifying customers and network segments with recurring incidents, conducting trend analysis, and recommending Service Improvement Plans (SIPs) to reduce repeat faults and enhance service reliability.

Promote vendor accountability by monitoring third-party performance and contributing to structured service reviews and improvement proposals.

Enhance service transparency by ensuring stakeholders receive accurate and timely updates throughout maintenance windows and recovery processes.

Academic Qualifications and Certifications:

Bachelor’s degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).

CCNA Certification (Mandatory)

CCNP certification. (Added Advantage)

ITIL V4 Certification

2-3 years experience in a ISP technical environment.·

Experience with network management systems.·

Advanced knowledge in ISP networks and services (designs, protocols, best practices) and Enterprise infrastructure.·

Knowledge of Network infrastructure and operations would be an added advantage.·

Attention to detail and ability to work long hours and under pressure with minimum supervision.·

Excellent fault resolution and analytical skills.·

Excellent interpersonal, communication and reporting skills.·

Self-motivated and a team player.