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.