NOC Specialist

Geidea Established in 2008, Geidea epitomizes customer focused empowerment and commercial success through continuous innovation.

Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the market

Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity.

Our technology mirrors our people - Smart, Innovative & Forward Thinking

www.geidea.net

To maintain a competitive advantage as we grow, we are currently looking for a new Network Operation Center Specialist

Job purpose:

The NOC Specialist is responsible for 24/7 monitoring and first-level support of IT infrastructure, network systems, applications, and related services. The role ensures high system availability, rapid incident detection, proper escalation, and SLA compliance to maintain operational stability.

The NOC Specialist acts as the first line of defense in identifying, troubleshooting, and escalating incidents to minimize service disruption.

Responsibilities:

1. Infrastructure & Network Monitoring

• Monitor servers (CPU, Memory, Disk utilization).
• Monitor network devices (routers, switches, firewalls, WAN links).
• Monitor applications, databases, and cloud resources.
• Ensure timely detection of system outages or performance degradation.

2. Incident Management

• Log, categorize, and prioritize incidents in ITSM tools.
• Perform first-level troubleshooting and resolution (L1 support).
• Escalate incidents to L2/L3 teams based on severity and impact.
• Follow defined escalation matrix and SLA requirements.
• Provide clear documentation of actions taken.

3. Event & Alert Handling

• Respond to alerts generated by monitoring tools.
• Validate alerts and eliminate false positives.
• Maintain alert thresholds and notify relevant stakeholders.
• Ensure proper handover between shifts.

4. Service Availability & Performance Tracking

• Track uptime and system performance metrics.
• Monitor KPIs such as:
• MTTR (Mean Time to Resolve)
• Incident volume
• SLA compliance
• Report recurring issues to Team Lead.

5. Documentation & Reporting

• Maintain incident logs and shift reports.
• Prepare daily operational reports.
• Update runbooks and SOPs when required.

6. Support During Major Incidents

• Participate in bridge calls during critical incidents.
• Provide real-time updates to the NOC Team Lead.
• Assist in impact assessment and communication.

Qualifications:

• 2+ Years of experience
• Bachelor's degree in IT or engineering
• Basic to intermediate knowledge of:
• Networking fundamentals (TCP/IP, DNS, Routing, VPN)
• Windows and/or Linux server environments
• Virtualization (VMware/Hyper-V)
• Experience with monitoring tools (Grafana, Zabbix, SolarWinds, PRTG, etc.).
• Familiarity with ITSM tools (ServiceNow, ManageEngine, etc.).
• Basic understanding of cloud monitoring (AWS/Azure) is a plus.
• Knowledge of basic scripting (PowerShell, Bash) is an advantage.

Our values guide how we think and act - They describe what we care about the most

Customer first - It's embedded in our design thinking and customer service approach

Open - Openness allows us to constantly improve and evolve

Real - No jargon and no excuses!

Bold - Constantly challenging ourselves and our way of thinking.

Resilient – If we fail, we bounce back stronger than before.

Collaborative - We know that we can achieve a lot more as a team.

We are changing lives by constantly striving for a better solution.