Network Operations Center

Job Title: Network Operations Center Coordinator (NOC Coordinator)

Department: Operations

Reports To: Head of Operations

Location: Nairobi, Kenya

Employment Type: Full-time

Job Purpose

This key operations role is responsible for overseeing the day-to-day activities of the

Network and Tower Operations Centre ( NOC/TOC). The coordinator ensures

continuous monitoring, incident response, service restoration, and performance

optimization of network, power and other site infrastructure systems. Through the

management and coordination of in house and external engineering teams the

coordinator guarantees maximum service availability and quality in line with SLAs and

operational KPIs.

Key Responsibilities

1. Operations Management

• Supervise a team of shift engineers manning NOC/TOC operations 24hours /7days

of the week whilst ensuring continuous service monitoring and fault resolution

• Develop, appropriately modify and enforce standard operating procedures (SOPs)

for incident handling, escalation, and reporting

• Ensure prompt detection, diagnosis, and resolution of all network power, and site

alarms

• Coordinate with Managed Service Provider (MSP) teams teams for timely fault

rectification

• Manage shift rosters, handovers, and ensure adequate coverage during all hours.

• Work with operations team in coordinating and reviewing and tracking all site

access requests.

• Manage relationships with MSPs including enforcing SLAs with external partners

2. Network & System Monitoring

• Oversee the monitoring of network, site power systems (grid, generator, solar,

hybrid), and environmental parameters.

• Ensure all monitoring tools, dashboards, and alerting systems are functional and

updated, together with escalating to key stakeholders and providers.

• Track key performance indicators such as uptime and SLA compliance.

• Identify recurring faults and coordinate root cause analysis (RCA) and preventive

actions collaborating with opeatipons and site MSP.

3. Incident & Problem Management

• Classify and prioritize incidents based on severity and business impact.

• Ensure proper escalation to Level 2/3 support or vendor teams as per SLA.

• Review and approve incident and outage reports.

• Lead or direct major incident bridge calls and coordinate technical response until

restoration.

• Drive post-incident reviews and continuous improvement initiatives.

• Implement proactive monitoring strategies to identify potential issues before they

impact services

• Utilize automation tools for rapid incident detection and preliminary diagnosis

• Coordinate major incident with structured communication and action protocols

• Ensure compliance with disaster recovery and business continuity procedures

4. Team Leadership

• Supervise and mentor NOC/TOC engineers and technicians.

• Conduct performance appraisals and identify skill development needs.

• Foster a culture of accountability, collaboration, and technical excellence.

• Organize regular training on tools, troubleshooting, and communication.

5. Reporting & Analytics

• Produce daily, weekly, and monthly operational reports (uptime, outages, MTTR,

etc.).

• Track SLA performance and highlight risks or non-compliance.

• Maintain logs of incidents, changes, and performance metrics.

• Present operational insights and recommendations to senior management.

• Partake in client governance and or key network performance meetings.

6. Process & Quality Improvement

• Develop and implement best practices for fault management and escalation.

• Participate in change management and planned maintenance coordination.

• Ensure all monitoring and ticketing systems are properly configured and updated.

• Review and refine operational workflows for better eYiciency.

7. Tools & Systems Management

• Administer NOC tools such as Galooli RMS.

• Ensure all Atlas NOC systems and assets (PCs, Laptops, servers, routers,

monitors displays etc) are regularly maintained and are in good working condition.

• Track integration of power and site monitoring platforms (e.g., Galooli,Job Form).

• Manage and track incident management platforms and reports.

Qualifications & Experience

Required: - Bachelor's degree in Telecommunications/Engineering/IT

• 5+ years NOC/TOC operations experience

• 2+ years team supervision/management

• ITIL Foundation, CCNA

• Experience with 24/7 operations environment

Preferred : - 8+ years total experience

• CCNP, PMP certifications

• Telecom tower/infrastructure specific experience

• Experience with Galooli or similar power monitoring platforms

Skills & Competencies

Technical Skills Managerial/Soft Skills

Network and power systems monitoring Leadership & team management

Incident, problem, and change

management Decision-making under pressure

Root cause analysis (RCA) Analytical and reporting ability

Use of monitoring & ticketing tools Communication & stakeholder

coordination

SLA & KPI management Training and performance coaching

Key Performance Indicators (KPIs)

• Network/Site uptime (%)

• Mean Time To Detect (MTTD) and Mean Time To Restore (MTTR)

• SLA compliance rate

• Number of recurring incidents reduced

• Team efficiency and shift compliance

• Timeliness and accuracy of reports

Working Conditions

• 24/7 operational environment (shift or on-call availability may be required)

• High-pressure environment requiring quick and accurate decision-making

• Coordination with cross-functional teams and external vendors

• Any other ad-hoc activities as they may be assigned