4G-NOC Engineer Level 2 job at Savanna Fibre Uganda

Job Purpose/Summary:

The 4G NOC Engineer Level 2 is responsible for the monitoring, maintaining, and supporting the overall health and performance of the 4G network: core, RAN and transmission through fast escalation and follow up on all monitored faults on the network. The Level 2 Engineer will provide an oversight role during the shifts to ensure that the Level 1 teams are handling and providing feedback on all monitoring and escalation tasks. The role involves diagnosing, resolving network related issues, escalating and coordinating with internal and external teams, and ensuring 99.9% availability and performance of the network. This position works in a 24/7 operational environment to provide support, incident management, and network optimization.

Key Roles:

Network Monitoring and Management:

Continuously monitor the 4G network infrastructure, including 4G sites, core and access routers, switches, firewalls, core network servers, and transmission fiber links, using NMS tools (as provided by vendors or developed inhouse). Respond and escalate network alarms, outages, and performance issues in real-time. Maintain logs of network activity, outages, and incidents for analysis and reporting Supervise the Level 1 team on shift to ensure there are no missed alarms and historical NMS alarms are acknowledged and cleared

Incident Management:

Handle network incidents, service outages, and performance degradation, ensuring minimal downtime. Perform root cause analysis of network issues and provide timely resolution. Escalate RAN and transmission critical incidents to field engineers to resolveEscalate all service affecting issues and guide the field team in prioritizing faults to ensure minimal downtime and also support on preventative maintenance

Troubleshooting and Resolution:

Diagnose and troubleshoot issues related to hardware, software, and network configurations. Perform basic configuration changes on network equipment when required, under the supervision of senior engineers. Work with vendors or service providers to troubleshoot external connectivity issues.

System Maintenance and Updates:

Assist in and recommend regular maintenance works such as firmware updates, software patches, site upgrades and maintenance. Ensure all maintenance work is scheduled and completed with minimal disruption to business operations.

Communication and Reporting:

Provide timely updates to all stakeholders on network incidents and resolutions. Create and deliver network performance reports to management, including outage reports, incident tickets, and key performance indicators (KPIs). Have regular meetings (weekly/bi weekly) to review site performance of the tower companies Track and manage reconciliation with the tower companies on a monthly basis. Prepare UCC reports: availability and capacity on the core, RAN and transmission networks for review for the 4G NOC Team LeadDocument procedures, incidents, and resolutions in detail to contribute to knowledge management.

Coordination and Teamwork:

Work closely with 4G RAN/Optimization/Core network engineers and service delivery teams to resolve issues and implement improvements. Coordinate with third party service providers to resolve external faultsCollaborate in network projects and deployments when needed.

Network Optimization:

Carry out first level analysis of network performance and recommend optimization and improvement strategies. Proactively identify potential issues, bottlenecks, or inefficiencies in the network infrastructure and recommend solutions.

Compliance and Security:

Ensure that all network systems and activities adhere to company policies, procedures, and security standards. Assist in working on the UCC reports on a monthly basis and responding to UCC escalations.

Key Skills Required

Technical Skills:

Strong understanding of 4G network: core, transmission and RAN networksFamiliarity with 4G NMS tools Analytical and Troubleshooting SkillsAbility to quickly diagnose 4G network issues and provide efficient resolutions or escalate to the relevant teams to resolve. Strong problem-solving skills in high pressure environments.

Communication Skills:

Excellent verbal and written communication to effectively report incidents and resolutions. Ability to work with cross functional teams and external vendors.

Time Management:

Ability to prioritize tasks in a fast-paced environment with multiple ongoing issues. Strong attention to detail and ability to follow procedures precisely.

Working Conditions:

24/7 operations, including shift work (day/night shifts). Ability to work in a fast paced, high-pressure environment. Availability for on call support during off-hours and weekends as needed.

Educational Qualifications

Education:

BSc degree in Electrical/Telecommunications Eng, Computer Science, or related field. Industry certifications such as Cisco CCNA, CompTIA Network+, or Juniper JNCIA are a plus.

Experience:

Previous experience in a NOC as a team leader for 5+ yearsHands on experience with network monitoring and troubleshooting tools

• Continuously monitor the 4G network infrastructure, including 4G sites, core and access routers, switches, firewalls, core network servers, and transmission fiber links, using NMS tools (as provided by vendors or developed inhouse).
• Respond and escalate network alarms, outages, and performance issues in real-time.
• Maintain logs of network activity, outages, and incidents for analysis and reporting.
• Supervise the Level 1 team on shift to ensure there are no missed alarms and historical NMS alarms are acknowledged and cleared.
• Handle network incidents, service outages, and performance degradation, ensuring minimal downtime.
• Perform root cause analysis of network issues and provide timely resolution.
• Escalate RAN and transmission critical incidents to field engineers to resolve.
• Escalate all service affecting issues and guide the field team in prioritizing faults to ensure minimal downtime and also support on preventative maintenance.
• Diagnose and troubleshoot issues related to hardware, software, and network configurations.
• Perform basic configuration changes on network equipment when required, under the supervision of senior engineers.
• Work with vendors or service providers to troubleshoot external connectivity issues.
• Assist in and recommend regular maintenance works such as firmware updates, software patches, site upgrades and maintenance.
• Ensure all maintenance work is scheduled and completed with minimal disruption to business operations.
• Provide timely updates to all stakeholders on network incidents and resolutions.
• Create and deliver network performance reports to management, including outage reports, incident tickets, and key performance indicators (KPIs).
• Have regular meetings (weekly/bi weekly) to review site performance of the tower companies.
• Track and manage reconciliation with the tower companies on a monthly basis.
• Prepare UCC reports: availability and capacity on the core, RAN and transmission networks for review for the 4G NOC Team Lead.
• Document procedures, incidents, and resolutions in detail to contribute to knowledge management.
• Work closely with 4G RAN/Optimization/Core network engineers and service delivery teams to resolve issues and implement improvements.
• Coordinate with third party service providers to resolve external faults.
• Collaborate in network projects and deployments when needed.
• Carry out first level analysis of network performance and recommend optimization and improvement strategies.
• Proactively identify potential issues, bottlenecks, or inefficiencies in the network infrastructure and recommend solutions.
• Ensure that all network systems and activities adhere to company policies, procedures, and security standards.
• Assist in working on the UCC reports on a monthly basis and responding to UCC escalations.

• Strong understanding of 4G network: core, transmission and RAN networks
• Familiarity with 4G NMS tools
• Analytical and Troubleshooting Skills
• Ability to quickly diagnose 4G network issues and provide efficient resolutions or escalate to the relevant teams to resolve.
• Strong problem-solving skills in high pressure environments.
• Excellent verbal and written communication to effectively report incidents and resolutions.
• Ability to work with cross functional teams and external vendors.
• Ability to prioritize tasks in a fast-paced environment with multiple ongoing issues.
• Strong attention to detail and ability to follow procedures precisely.

• BSc degree in Electrical/Telecommunications Eng, Computer Science, or related field.
• Industry certifications such as Cisco CCNA, CompTIA Network+, or Juniper JNCIA are a plus.
• Previous experience in a NOC as a team leader for 5+ years
• Hands on experience with network monitoring and troubleshooting tools