SOC Engineer (Level 2)

Duties & Responsibilities:

• Perform L1/L2 initial troubleshooting and incident response

• Monitor, analyze, and resolve issues as part of a 24/7 shift-based operation

• Receive and analyze incident tickets, resolve where possible or escalate to appropriate technical teams; track incidents through to closure

• Liaise with vendors and international partners as needed to resolve issues

• Conduct root cause analysis and contribute to proactive maintenance strategies

• Generate standard reports on service and incident availability

• Follow up on incidents end-to-end and provide closure documentation to stakeholders

• Prepare detailed Root Cause Analysis (RCA) and post-incident reports

• Support configuration management tasks through NMS systems

• Ensure network resilience and contribute to effective disaster recovery planning

• Monitor personal KPIs to meet operational performance targets

• Support international network operations, including global connectivity (IPLC, ISP, MPLS, cloud networks)

• Coordinate international change requests and planned maintenance activities with relevant stakeholders

• Oversee vendor performance and support periodic review meetings

• Utilize various network and service management tools (e.g., CRM, Service Manager, NMS, Riverbed Steelhead, Spectrum, Nimbra)

Qualifications & Experience:

• Minimum of 4 years’ experience in a similar role

• Diploma in Telecommunications or Engineering, with relevant certifications (e.g., Cisco, POTN, DWDM, SDH)

• Solid understanding of telecom network monitoring and alarm management

• Experience with field-level fault troubleshooting (FLM)

• Strong analytical and problem-solving abilities

• Effective written and verbal communication skills

• Ability to work both independently and collaboratively in high-pressure environments

• Willingness to work flexible hours, including night shifts and extended office hours

Skills & Tools:

• Proficiency in Microsoft Office Suite

• General IT and computer literacy

• Familiarity with ITIL processes