Senior NOC Engineer

About the role

CIC Insurance is hiring a full-time Senior NOC Engineer in Nairobi, reporting to the Service Reliability Manager. The role provides technical leadership within the NOC, ensures proactive monitoring and rapid incident resolution, and acts as the main escalation point for complex infrastructure, network and platform issues. It also involves mentoring junior engineers and supporting major incident management.

Key responsibilities

• Lead monitoring and management of network, infrastructure, cloud and application services.
• Act as the highest technical escalation point for unresolved incidents.
• Coordinate major incident resolution, including stakeholder communication and service restoration.
• Troubleshoot network, infrastructure, cloud and system issues.
• Analyze alert, incident and performance data to find root causes and reliability risks.
• Define monitoring thresholds, alert tuning and observability improvements.
• Review and approve incident resolution approaches used by Junior NOC Engineers.
• Mentor and coach Junior NOC Engineers.
• Develop operational procedures, runbooks and knowledge repositories.
• Take part in capacity planning, performance analysis and reliability improvement.
• Support CAB activities, assess change risks, lead post-incident reviews and support disaster recovery testing.
• Recommend and implement automation and efficiency improvements.

Required profile

• Bachelor's degree in Information Technology, Computer Science, Telecommunications or a related field.
• 5+ years of experience in NOC, network operations, infrastructure support or IT operations.
• Demonstrated experience managing critical incidents and operational teams.

Required skills

• Network monitoring tools such as Grafana, Prometheus, Datadog and Nagios.
• Solid networking concepts: TCP/IP, DNS, DHCP, routing and switching, VPNs and VLANs.
• Windows and Linux server administration basics.
• Incident and problem management processes.
• Understanding of cloud environments (Azure or AWS).
• Scripting with PowerShell, Bash or Python.
• Familiarity with ITSM tools such as ServiceNow or Jira Service Management.

The application is handled through the recruitment partner Corporate Staffing Services.