Network and Service Operations Centre Engineer

About the role

The Network and Service Operations Centre Engineer will ensure proactive monitoring, rapid incident response, and continuous improvement of network and client services for NTT Limited in Nairobi.

Key responsibilities

• Configure monitoring and alerts for network, service elements and client services to enable early detection of anomalies.
• Review NMS-generated alerts, contact customers, validate impact and coordinate timely resolution of issues.
• Manage SLA adherence through prompt alert handling, incident triage and stakeholder communication during degradations.
• Oversee real‑time tracking and communication of planned and emergency network changes.
• Control access to fiber buildings, collocation sites and data centres by managing permissions and activity logs.
• Produce shift handover reports, network health summaries and ad‑hoc operational insights.
• Facilitate cross‑functional root‑cause analysis and documentation of resolutions within SLA timelines.
• Identify recurring incidents, perform trend analysis and propose Service Improvement Plans.
• Monitor third‑party performance and contribute to structured service reviews.

Required profile

• Bachelor's degree in IT/Computing or equivalent work experience.
• 2‑3 years experience in an ISP technical environment.
• Strong attention to detail, ability to work long hours under pressure with minimal supervision.
• Excellent fault‑resolution, analytical, interpersonal and reporting skills.
• Self‑motivated team player.

Required skills

• CCNA certification (mandatory) and CCNP certification (advantage).
• ITIL V4 certification (advantage).
• Experience with network management systems.
• Advanced knowledge of ISP networks, protocols and best practices.
• Familiarity with enterprise infrastructure and data‑centre operations.