Job Description

Responsible for all real-time monitoring of Transmission network alarms and alerts received from the NMS, EMS and NE’s. The incumbent will be responsible for identifying and diagnosing all network alarms/alerts and performing first level intervention on all incidents before raising escalation tickets to Network Support and/or Field Teams and will be Based in Kitwe

Key Responsibilities

Alert/Alarm Management

• To ensure effective monitoring of all network and service alarms of Data Centre

Problem Management

• Undertake first level problem Diagnosis, Correlation and Intervention

Ticket Management

• Raise of Trouble Ticket
• Escalation to appropriate teams until resolution
• Closure of TT
• All stakeholder notification

Reporting

• Report on all matters affecting service quality
• Escalate all matters on time so that service is restored asper SLA metrics agreed with clients.
• Update the incident management system with appropriate information whenever any incident occurs.

Health Checks

• Perform basic daily weekly system health checks to ascertain system uptime

Customer Support

• Handle support calls and advise clients in customer friendly manner

Security

• Always ensure compliance to privacy and security standards

Minimum Qualifications

• Diploma in Power/Telecommunications or a relevant qualification
• Member of EIZ or ICTAZ or any relevant body

Key Competencies and Skills

• Extensive knowledge and hands on demonstrated capability of performing basic troubleshooting on ICT equipment, power & cooling equipment and access control.
• Identifies problems/issues.
• People Skills
• Ability to quickly respond to any incident
• Analytical thinking and eager to learn
• Business understanding
• Communication skills
• 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

Years of Experience Required

• 1 to 2 years’experience working in a support role or in the Network Operations Centre