Network Monitoring Engineer

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Responsibilities :

• Create and submit knowledge articles to increase 1st-time fix rates.
• Develop, maintain, and update NOC processes and procedures.
• Ensure faults are escalated and resolved within the customer contracted Service Level.
• Proactively monitor IMO systems and networks via our internal monitoring system, investigating, troubleshooting, resolving, and escalating issues.
• Provide incident management and technical resolution of 1st line network-related faults and prompt escalation to 2nd line when required.
• Support and assist 1st and 2nd line support teams on all channels and products, especially with regards to technical issues which need escalation & higher-level investigations.
• Maintain and update the ticket management system throughout the incident lifecycle, ensuring high accuracy and detail.
• Raise, track, and manage all defect / problem tickets, implementing actions to mitigate recurring issues.
• Engage and provide feedback on system and process improvements.
• Track scheduled change requests, ensuring pre & post checks are completed, and document all fixes and changes to the network.
• Work with mixed vendor network equipment and IT systems.
• Diagnose root causes of network issues using analytical and problem-solving skills.
• Drive continuous improvement in technical support processes, ensuring they are regularly updated and support teams are trained on changes.
• Regularly audit and review processes.
• Improve alarm correlation and monitoring of all technical infrastructure.
• Provide weekly reports on network and service availability and performance.
• Be prepared to work on a rota for On-call duties, supporting 24 / 7 / 365 network operations, incidents, and maintenance.
• Perform any other duties necessary for the successful operation of the IMO network & applications.

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