NOC Analyst (FTC) at MultiChoice

Purpose of the Position

• The Network Operations Centre (NOC) Analyst is responsible for the management and monitoring of the day to day operations of our Network Operating Centre (NOC) operations in accordance with established policies and procedures

Key Performance Objectives

Tasks

Monitoring

• Provide NOC support to monitor the performance and capacity of computer systems using a variety of tools
• Analyse and look for hardware, software, and environmental alerts or malfunctions
• Ensure that a NOC support resource is assigned to an issue once identified

Troubleshooting

• When a problem impacts the IT services, work to triage or troubleshoot the problem, if possible NOC resource will have a standard operating procedure that will be followed; this may include coordinating with third-party vendors, customer contacts, or other internal IT teams

Reporting

• Report all systems and platforms (daily, weekly and monthly) standard reporting requirements
• Provide business and technical reporting outputs
• Provide trend reporting and analytics for NOC environment

IT Governance

• Keep abreast of relevant standards and the principles embedded within them.
• Drive NOC related IT policies and procedures

Qualifications

• A Diploma in IT or equivalent
• Post graduate qualification will be an advantage
• ITIL Qualification
• Experience working in a large telecoms or entertainment environment 
• Previous customer service, helpdesk or operations centre experience

Experience

• A minimum of 5 years’ experience in technical field, ideally within a large organisation
• Experience with managing an operational team and operating large scale infrastructure projects as well as experience with relevant infrastructure services (logging, monitoring and alerting) is key for this role.
• Experience of delivering first class customer service
• Technically astute in all areas of IT in a generic sense
• Proficiency in automation/configuration management systems tasks 
• A proven track record of incidence response and on-call process improvements
• Experience with monitoring tools 
• Experience working in an “on call” rotation environment
• Experience in managed services

Technical Competencies

• IT Monitoring
• IT Reporting
• IT Infrastructure
• IT Networks
• IT Systems

Behavioural Competencies

• Delegation
• Interpersonal Support
• Perseverance
• Analytical and Holistic Thinking
• Relationship Building
• Conflict Resolution
• Decision Making
• Coaching