SUSAN KAMAU

• Monitor networks and network devices to resolve technical problems quickly.
• Evaluate staff performance regularly, providing constructive feedback and identifying areas for improvement.
• Collaborate with senior leadership on long-term planning initiatives aimed at enhancing overall business growth opportunities.
• Manage resolution of complex technical issues for better network reliability and customer satisfaction.
• Meet aggressive deadlines and regularly communicate status of troubleshooting and resolution timelines to manager.
• Timely escalation, horizontally and vertically, and follow-up all shift detected incidents to handlers by way of callout handling process to achieve agreed infrastructure services availability. eg. Minimum of 10 incidents on 12-hour shift
• Ensure NOC shift staff timely detect and document all infrastructure incidents in available NOC Incident management system.
• Ensure effective monitoring of entire ATC Kenya passive network infrastructure during shift.
• To perform fault handling with field engineers and escalate any incidents exceeding agreed SLA timelines using ATC Escalation Matrix
• Generate operational shift reports and updates for management attention and action for all NOC activities.

· Ensure shift staffing requirements are met for shift supervised. E.g Managed a team of 12 NOC Engineers per shift

• Proactively monitor alarms and provide technical support to production teams
• Analyze and document faults resolution processes, optimizing efficiency
• Prepare daily, weekly, and monthly performance reports
• Conduct root cause analysis and share findings for continuous improvement
• Collaborate with internal and external teams to update knowledge base articles
• Manage change requests and assist in NOC integration and improvement initiatives
• Undertake on-call rotation shifts 24/7 as required.

• Providing technical support to field engineers and participating in organized training
• Coordinate with partners and providers for problem solving as per NOC guidelines
• Participate in running current Network Management Systems (NMS)
• Timely daily Reports to NOC Team Leader. # reports every day
• Monitor if network performance reports are generated as desired pattern and delivered on time and alert TL if any anomaly noted
• Monitor NMS systems to ensure it is always functioning properly and alert field engineers immediately if any anomaly noted.