Network Operations Centre (NOC) Administrator

Summary

Monitor critical IT systems and services and provide First- Level Support duties to ensure maximum systems availability and minimize down-time of any critical component. Ensure all critical issues are logged, reported and escalated to ensure timely and complete resolution. Assist in the smooth running of the unit to ensure that procedures are implemented, and scheduled activities are completed on time and as required. Assist the team in maintaining a highly available, secure and efficient ICT infrastructure and telecommunications network, supporting internal and external clients. **Must be available for 24-hour support or as needed in the event of an emergency. Must be able to work on shift, including nights or on public holidays if deemed necessary by management.**

Responsibilities

• • Monitor systems using the tools provided to the Network Operations Centre for outages or anomalies.
• • Ensure that alerts are configured, and thresholds set to show out of bound conditions.
• • Ensure that the monitoring systems are constantly policed.
• • Assist in identifying and customizing the monitoring tools to include new and changed systems.
• • In specific cases, the NOC Administrator may also be provided with the tools and procedures to administer elements of the telecommunications network.
• • Where stipulated, the NOC Administrator may be required to perform scheduled data extractions and uploads for business applications.
• • Provide reports and or logs to stakeholders on the results/progress of the performed data extraction activities.
• • Assist clients calling the Help Desk by resolving reported problems or escalating to on-call support team members.
• • Ensure that requests handled for the Help Desk are properly logged for follow-up/closure by the Help Desk team.
• • Provide periodic outages/issues reports requested by the IT Management and Stakeholders.
• • Send updates and notifications to stakeholders and Client Support team on issues and events impacting clients in a timely manner and within established Service Level Agreements.
• • Coordinate the health checks, and facilitate performance tuning for Internet Banking, card services, and Core Banking systems.
• • Track and report trends surrounding issues logged by the NOC team.
• • Assist in ensuring that resolution times and escalations are consistent with the established Service Level Agreements.
• • Assist in ensuring a guaranteed high degree of uptime availability for all client related e-banking services.
• • Assist in ensuring that sign-in logs and shift summaries are written up by team members.
• • Assist in ensuring that issues are properly logged and closed with the proper issue and resolution details.
• • Assist in developing operational standards, policies and procedures for the NOC team, including project management, network operations and documentation.
• • Work within budget and established project/ process schedule.
• • Create and maintain programmatic and technical documentation to insure efficient planning and execution.
• • Perform any other job-related duties assigned from time to time.

Required Skills

• • Strong understanding and substantial experience working in multi-platform environments.
• • Experience in Information Technology systems support within the financial industry.
• • Working experience in the administration and use of Windows desktop, as well as Microsoft Office tools inclusive of Word, Excel, Access and Visio.
• • Good client service and excellent oral and written communication skills.
• • Wide knowledge of IT systems.
• • Keen attention to details, and adherence to System Management Procedures.
• • Proven ability to meet deadlines.
• • Demonstrates good judgment and understanding of user requests and business requirements.
• • Works well individually or in a group setting.
• • Sound knowledge of personal computing applications, including spreadsheets, word processing, database management.

Qualifications

• • Bachelor’s Degree in Management Information Systems, Computer Science or related discipline from a recognized tertiary institution.

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