NOC Engineer at Datafin Recruitment

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ENVIRONMENT:

BE responsible for proactive and reactive monitoring and support of customer environments of a dynamic and successful provider of managed services and cloud solutions in Cape Town looking for a highly technical and customer-centric NOC Engineer to join their team. Your role will focus on performance/availability monitoring and response to outages, events and alerts for the customer and the company’s internal cloud platform, incident resolution, work requests and change requests ( RFC) within the agreed SLAs. You will also intervene, subject to expertise and experience, on continuous improvement initiatives and on customer projects.

FUNCTIONS:

Service operation –

  • Monitor performance and respond to alerts on customer servers and internal cloud platform, using but not limited to the following tools and event sources: PRTG, Azure Monitor, Azure Sentinel, Azure DevOps, Application Insights, Backup Radar, Grafana.
  • Categorize, prioritize and monitor tickets and service requests appropriately, escalating to appropriate internal team(s), customers or external vendors as required.
  • Correlate incidents with existing problems and participate in the identification of new problems.
  • Undertake administration, configuration and tuning of monitoring tools, probes, agents and alerts.
  • Troubleshoot and resolve issues using available company and vendor tools and portals, including remote diagnostic tools, while meeting SLA targets.
  • Highlight security risks and issue trends with the team leader.
  • Provide clear handover comments and case notes for passing cases to other teams or between shifts.
  • Effectively manage and document work requests and requests for change (RFCs).
  • Perform scheduled maintenance and server/application management tasks as needed and on schedule.
  • Follow agreed ITIL and ISO practices and processes.
  • Performing routine procedures, including installing and configuring infrastructure and platforms (on-premises or hosted in the cloud), backing up and restoring systems, running scripts, and monitoring results.
  • Undertake specific project work as required.
  • Produce precise and detailed technical documentation.
  • Document solutions and workarounds to problems and communicate them to your colleagues.

Customer Excellence –

  • Demonstrate excellent client management skills, negotiate confidently and openly, set clear expectations, and always deliver what you promise.
  • Provide high-quality case notes and customer communication records throughout the life of the case, so no customer wonders what’s going on with their issue.
  • Take personal responsibility for customer satisfaction by always trying to think like the customer and promoting customer feedback through the Net Promoter Scheme (NPS) or SAT-T surveys.
  • Understand customer issues and needs to help identify additional business opportunities.

Team work –

  • Work closely with all areas of the business on customer transfers to ensure a smooth experience for new and existing customers.
  • Work closely with all departments to ensure customer issues are resolved in a timely manner and a positive customer experience is maintained.
  • Be proactive in reporting and/or suggesting service improvements through the appropriate channels.

Personal performance and development –

  • Monitor and understand own performance against KPIs and vision summary.
  • Prioritize workload and manage working time effectively.
  • Own and advance the personal development plan.
  • Use mentoring and coaching time effectively in regular 1:1 meetings and Q&A sessions ensuring you agree on clear goals and completed actions.
  • Achieve professional certification in accordance with your agreed personal development plan.

Although we would really like to respond to every application, if you are not contacted for this position within 10 working days, please consider your application unsuccessful.

COMMENTS:

When applying for a job, make sure you meet the minimum job requirements. OnlySouth African citizens will be considered for this role. If you are not at the stated location of any of the jobs, please note your relocation plans in all job applications and correspondence. Please email a word copy of your CV to [Email Address Removed] and mention the reference numbers of the works. We have a job listing on [URL Removed] Datafin IT Recruitment – Jobs in Cape Town.

Desired skills:

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