Mission Statement for the Role: 

• To provide 24/7 monitoring and management of the poa! network

Overall Responsibility:

• Responsible for proactive monitoring, troubleshooting, restoration, or escalation of network outages within SLA. Responsible for clear communication across company channels regarding outages, downtimes and expected resolutions

People:

• Individual Contributor

Key SMART Results for A-Player Success

• Ensure all services and network infrastructure are on active monitor 24/7. Monthly
• Ensure alerts are sent out to stakeholders of noted network degradation or failures / events within 15 minutes. Monthly
• Aim to have all network outages escalated to service providers / vendors within 15 minutes and tracked with hourly updates to stakeholders till resolution. Monthly
• Ensure all network events are captured and addressed proactively to mitigate incidents. Monthly
• Ensure all scheduled network maintenance is communicated 48 hours in advance and tracked with hourly updates on network status up-until the service is fully restored. Monthly
• Have all unresolved complex network issues escalated to NOC senior engineers within 30 minutes. Monthly
• Ensure all data on service and network monitoring systems is accurate and up-to-date. Quarterly
• All documentation of network-related incidents, problems, changes, root cause analysis, and RFOs as shared by vendors or field teams is timely and up-to-date. Monthly
• Sat and passed at least one Microtik and / Or Ubiquiti Certification. by the end of Q4 2025

Level of Management Experience Required (Mandatory & Nice to Have)

At least 1 year experience in an ISP / NOC environment.

Department stage of development where this role sits

Scaling

Key Competencies (H, M, L)

• Degree in Information Technology, Computer Sciences, Telecommunication, or related discipline. H
• Must have knowledge of and experience with routing and switching protocols, IT systems, radio networks will be an added advantage. H
• Must be experienced with remote technical support and written and verbal communications. Familiarity with remote access, troubleshooting SOP’s, ticketing platforms, and escalations. H
• Must have at least 1 year experience at a 24-hour NOC supporting a telecom industry. H
• Must be able to demonstrate competencies in the ability to remotely troubleshoot and support internal and external parties for hardware and software support. H
• Knowledge of the OSI model, switching, and internet routing technologies. H

Mandatory Criteria if Any, with no exceptions to hire

• Must have worked for a rapid, large-scale growth organisation.
• Must have worked productively, efficiently, & effectively with initiative and drive under tight timescales and pressure whilst maintaining attention to detail and quality.
• Must be ready and willing to be tasked with higher but realistic deliverables under minimal supervision with detailed directives.
• Must have worked with multicultural teams in the past.
• Must have operated in a business with similar Values and DNA to Poa to ensure quick cultural alignment.