NOC Manager

About the role

• The NOC Manager will be responsible for monitoring and maintaining the integrity and performance of our mission-critical services, particularly our integrations with multiple MNOs for payment and SMS gateways. The successful candidate will ensure high uptime and rapid resolution of incidents, helping us deliver an uninterrupted service to our customers.

Duties and Responsibilities

• Proactive Monitoring: Continuously monitor network and system performance, with a focus on payment and SMS gateway integrations with MNOs.
• Incident Management: Identify and resolve service failures, bottlenecks, and performance issues, ensuring minimal downtime and service impact.
• Root Cause Analysis: Investigate recurring incidents and implement long-term fixes to reduce service disruptions.
• System Maintenance: Oversee regular updates, patches, and preventative maintenance on integrated systems and servers.
• Collaboration: Work closely with the IT and software development teams to troubleshoot issues, enhance system integrations, and improve service reliability.
• Team Leadership: Manage and mentor a team of NOC technicians or engineers, providing guidance and ensuring consistent operational standards.
• Vendor Management: Liaise with external vendors, including MNOs, to address issues, negotiate SLAs, and ensure optimal service delivery.
• Reporting: Provide regular reports on network health, incidents, and performance metrics to senior management.
• Escalation: Manage the escalation process for critical system outages and ensure a rapid response from cross-functional teams.
• NOC tools implementation: identify and implement relevant and appropriate NOC tools that will assist towards real-time monitoring of the various platforms
• Real-time notifications management: implement measures and tools that will provide real-time notifications (SMS & email) to select personnel within BURN.

Skills and Experience

• 5+ years of experience in a network operation, system operations, or infrastructure management role.
• Experience managing third-party integrations, especially with MNOs or payment gateways, is highly desirable.
• Strong understanding of network protocols, system monitoring tools, and incident management processes.
• Experience with monitoring tools (e.g., Zabbix, Nagios, SolarWinds) and cloud platforms.
• Excellent troubleshooting, problem-solving, and analytical skills.
• Familiarity with telecom networks, payment gateways, SMS gateways, and related technologies.
• Proven experience in leading teams, managing incident escalations, and working under pressure.
• Bachelor’s degree in computer science, Information Technology, or a related field (or
• equivalent experience).
• Certification in networking or cloud technologies (e.g., Cisco CCNA, AWS Certified Solutions Architect).
• Experience in managing IT services within a microfinancing or financial services context.