Service Operations Centre (SOC) Analyst– Service Management

We are looking for SOC Analyst who will be involved in the day to day operations of the Network functions.

Main Duties and Responsibilities:

• Ensure prompt handling of all Emtel Business customer incidents and service requests, adhering to established processes and timelines to meet defined KPIs
• Complete assigned Work Orders or Service Requests within the agreed SLA
• Participate in the review and enhancement of operational processes, including updates to SLAs and associated KPIs
• Assist in maintaining accurate records and inventory of network infrastructure
• Support the reconciliation of network events, incidents and work orders., update the known issues database as necessary
• Prepare and deliver periodic operational reports
• Maintain and ensure the proper functioning of all Network Management Systems (NMS), SOC equipment, and premises
• Effectively communicate planned and unplanned services downtimes to relevant stakeholders
• Identify and escalate recurring incidents to enhance service quality and customer satisfaction
• Collaborate across teams to support cross-functional initiatives
• Stay updated on and adhere to the latest ISO processes and procedures

 Required Qualifications and Experience:

• Minimum Diploma in Telecommunications (City & Guilds) or NTC 2 in Telecommunications
• A degree in Telecommunications or ITILv4 Foundation certifications will be an advantage
• Cisco, Juniper or equivalent industry certification required
• Minimum two (2) years of relevant experience in related field

Required Skills and Aptitudes:

• Good customer centric approach
• Fluent in both verbal and written communication skills in English and French
• Excellent numerical and analytical skills
• Innovative and well versed of latest technologies/services
• Team oriented 

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Emtel Ltd reserves the right to call only the best candidates for interview and not to make any appointment following this advertisement nor to assign any reason whatsoever for accepting or rejecting any candidate.