As NOC Engineer, you will be responsible for providing technical input, solutions, and recommendations to incidents that affect the normal operations of KOKO’s network of over 700 IoT-connected, self-service machines called KOKO Points and their associated cloud systems. You will work towards minimizing the negative impact of incidents by having rapid issue resolution and continuous improvement and evolution of our products.
What You Will Do
Own the information capture and resolution of network tickets, ensuring accurate information is captured at each step of the issue life-cycle in the ticketing system
Pro-active monitoring of the entire IoT infrastructure and applications systems and first Line resolution as per agreed Service Level Agreements with different stakeholders and follow up to confirm service availability and stability after resolution
Take part in network roll-out of releases which include but are not limited to creating the roll-out plan, back out plans, implementation checklists, documenting and circulating post-implementation reports
Resolution of tickets assigned and closure within the working shifts and escalation of unresolved tickets to Next Support Level as per the incident management procedures
Provision of the incident reports with ticket closure and daily shift reports within the function
Work closely and collaboratively with other stakeholders, including Field Maintenance and Engineering to establish best practices in maximizing the uptime of the monitored systems and provide feedback for continuous improvements of NOC processes
Maintain customer satisfaction through professional conduct and engagements while ensuring an effective interface with other departmental staff is maintained
Ensure that the function operates in accordance with respective Health, Safety and Environmental policies and procedures
What You Will Bring to KOKO
2+ years of experience working with electronics and embedded systems
University degree in Engineering or a technical field
Basic understanding of network monitoring concepts and management tools (eg, FreshService or equivalent)
Experience in private/public cloud systems, incident management principles, Lean 6 sigma, Fishbone & Five Whys methods, and data analysis
Outstanding organizational, time management and follow-up skills
Competent in problem-solving, team building, planning and data-driven decision making.
Excellent written, verbal and presentation skills
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