Senior NOC Engineer

About

Reporting to the Service Reliability Manager, the Senior NOC Engineer provides technical leadership within the NOC, with responsibility for proactive monitoring, incident resolution, operational excellence and service improvement. The role is the primary escalation point for complex infrastructure, network and platform issues, and mentors junior engineers while supporting major incident management. Applicants need a relevant bachelor’s degree, at least five years’ relevant operations experience, critical-incident and operational-team management experience, and the stated technical skills. Duty station: Nairobi

How to apply

Strictly apply through https://careers.cicinsurancegroup.com/ clearly indicating the position being applied for. Upload Resume/CV and Certificate in one PDF file.

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Responsibilities

• Lead the monitoring and management of network, infrastructure, cloud, and application services.
• Act as the highest technical escalation point within the NOC for unresolved incidents.
• Coordinate and drive major incident resolution activities, including stakeholder communication and service restoration.
• Perform advanced troubleshooting of network, infrastructure, cloud, and system-related issues.
• Analyze trends from alerts, incidents, and performance data to identify root causes and reliability risks.
• Define monitoring thresholds, alert tuning, and observability enhancements.
• Review and approve incident resolution approaches implemented by Junior NOC Engineers.
• Mentor, coach, and provide technical guidance to Junior NOC Engineers.
• Develop and maintain operational procedures, runbooks, and knowledge repositories.
• Participate in capacity planning, performance analysis, and reliability improvement initiatives.
• Support Change Advisory Board (CAB) activities and assess operational risks associated with changes.
• Lead post-incident reviews, problem identification, and corrective action planning.
• Support disaster recovery testing and business continuity exercises.
• Recommend automation opportunities and implement operational efficiencies.

Qualifications

• Bachelor’s Degree in Information Technology, Computer Science, Telecommunications, or related field.
• 5+ years of experience in NOC, Network Operations, Infrastructure Support, or IT Operations.
• Demonstrated experience managing critical incidents and operational teams.
• Network monitoring tools (Grafana, Prometheus, Datadog, Nagios).
• Solid networking concepts: TCP/IP, DNS, DHCP.
• Routing & Switching: VPNs, VLANs.
• Windows and Linux server administration fundamentals.
• Incident and problem management processes.
• Understanding of cloud environments (Azure or AWS).
• Good scripting knowledge (PowerShell, Bash, or Python).
• Solid familiarization with ITSM tools such as ServiceNow or Jira Service Management.