NOC Analyst

We're on a mission to "Connect the real world with the digital world to improve lives”. To get there, we govern ourselves with a set of simple yet powerful guiding principles:

We believe we make a difference to people’s lives.

We care about each other & our customers.

We challenge the Industry.

We deliver on our promises and have fun doing it.

What you'll be doing:

The NOC Analyst will be focused on ensuring the smooth and efficient operation of Connexin's network infrastructure, providing both proactive and reactive technical support and maintaining high service availability. The NOC Analyst will act as a key point of contact for incident management, troubleshooting, and coordination across technical teams and third-party vendors.

Key Responsibilities:

Supporting the smooth and efficient day to day operation of the entire Connexin network.

Deliver a professional interface into the Connexin Operational technical function as well as our customer facing Service Delivery team.

Provide end-to-end incident management and be the key contact throughout the incident lifecycle.

Interface with 3rd parties in a professional manner as required for support or incident related issues.

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 our 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 customer facing 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.

Raise, track and manage all defect/problem tickets, ensuring we implement actions to mitigate against recurring issues.

Engage and proactively feedback on system and process improvement.

Manage scheduled change requests, ensuring pre & post checks completed.Ensuring the timely documentation of all fixes and changes to the Network.

Working with mixed vendor network kit as well as IT systems.

Diagnosing the root causes of network issues using analytical and problem-solving skills.

Drive a culture of continuous improvement ensuring technical support processes are continuously updated and that support teams are fully trained on any changes.

Provide weekly reports on network and service availability and performance.

Be prepared to go On-call duty and shift as part of a rota, to support the smooth running of our 24/7/365 network. Responding to incidents and supporting the field build & engineering teams in customer problems, network maintenance and repair.

Any other duties that may be required to ensure the successful operation of the Connexin network.

Essential Skills & Experience:

Strong understanding of network & IT infrastructure & capacity management.

Understanding of optical fibre network FTTH technology.

The aptitude to work to a high standard autonomously or within a team.

Team player, building positive relationships internally, with suppliers and customers.

Pro-active, can-do attitude, always going the extra mile.

Ability to communicate clearly and present complex technical information to both technical and non-technical audiences.

The flexibility to work rota’d hours as needed.

Telecommunications / Network knowledge an advantage.

Good understanding of change management process and working knowledge of service management frameworks i.e. ITIL, ITSM.

Essential Experience:

Experience working in an Internet Service Provider or Data Centre following best practices.

Experience of network technologies such as Fixed Wireless Access, Fibre and LPWAN, including routing Protocols – Static, OSPF & BGP; VLANs; ACLs; VPNs; SNMP; and MPLS.

At least a year’s experience of working in a busy, customer-focused Telecoms, Data Centre or IT NOC environment.

Essential Qualifications:

CCNA/Network +

Equality & Diversity:

Connexin is committed to ensuring that all candidates for any role at Connexin are treated equally and with respect. We hire based on “the right person for the role” and we never discriminate against any candidate on the grounds of :

Age

Disability

Gender reassignment

Marriage or civil partnership

Pregnancy or maternity

Race

Religion

Sex

Sexual Orientation

We will endeavour to accommodate any request in respect of any disability needs that any candidate may have.

Please note: As part of our commitment to maintaining a safe and secure workplace, all successful candidates will be subject to Disclosure and Barring Service (DBS) checks.