Service Operations Centre (SOC) Analyst – Network and Media

The (SOC) Analyst – Network and Media will monitor and manage their respective services, ensuring optimal performance and security. Responsibilities include detecting and responding to incidents, troubleshooting, analyzing network traffic, and coordinating with technical teams to resolve problems.

Main Duties and Responsibilities:

• Detect and manage all network and media (live & replay) incidents as per process and procedure in force
• Perform in first level troubleshooting for network and media (live & replay) incidents detected through monitoring and testing of services
• Conduct video editing and reconstruction to produce assets from recorded streams (cut-n-stitch activity) manage until assets is published on Canal plus platform
• Conduct functional escalation of all ageing incident requests
• Perform management escalation for all incident reports requiring management intervention
• Enforce incident request quality across lifecycle
• Contribute to Qualitative analysis of network faults every month
• Contribute to monthly Audit and Reconciliation report
• Compile daily/weekly/monthly reports as per process and procedure in place
• Report recurrent and atypical events on a monthly basis
• Broadcast of communications for all planned events within agreed timeframes
• Ensure updates are sent out for delayed planned events
• Ensure closure of emails done systematically after completion of planned events
• Contribute to efficient management of Change Management process including PDS (Plan de Service)

Required Qualifications and Experience:

• Minimum Diploma in Telecommunications (City & Guilds) / NTC 2 in Telecommunications
• Degree holder in Telecommunication will be an advantage
• Preference with ITILv3 Foundation
• At least two (2) years of 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