Job Description

Location: Dar es Salaam

Experience: 4-8 years

Qualifications:

• Master's degree or engineering school qualification in Computer Science, Networks & Telecommunications, Information Systems, or a related field.
• 4-8 years of experience in NOC, L2 Support, or DevOps.
• Hands-on experience with monitoring tools, incident ownership, and shift leadership in a high-availability environment.

Core Responsibilities

• Lead and oversee assigned shifts, including Alpha, Bravo, and Charlie, ensuring operational effectiveness, team performance, and quality service delivery.
• Review and approve shift handovers, ensuring all open incidents, active alerts, and operational activities are accurately transferred between shifts.
• Maintain on-call readiness during designated shifts and provide incident leadership during major or concurrent service disruptions.
• Coordinate incident communications, escalation notifications, supplier engagement, and stakeholder updates in line with operational procedures.
• Own and manage escalated incidents, conducting detailed investigations and troubleshooting before further escalation to higher support levels.
• Perform advanced analysis using Kibana, Grafana, and related monitoring tools to identify root causes, service anomalies, performance trends, and potential risks.
• Translate technical issues into business impact assessments and provide clear operational updates to management and stakeholders.
• Manage supplier escalations, ensuring timely resolution, effective tracking, and post-incident follow-up activities.
• Proactively monitor services, validate alert effectiveness, and recommend improvements to monitoring thresholds, detection quality, and observability capabilities.
• Support continuous improvement initiatives by identifying monitoring gaps, contributing to supervision architecture, and enhancing operational processes.
• Apply observability best practices by correlating technical performance indicators with business service outcomes and customer experience metrics.
• Coach and support NOC Operators through structured feedback, operational guidance, onboarding support, and performance improvement recommendations.

Core Competencies

• Advanced Grafana dashboarding, alerting, and trend analysis.
• Strong Prometheus knowledge, including metrics, PromQL, and alert troubleshooting.
• Advanced Kibana/ELK log analysis and event correlation.
• Proficiency in ServiceNow incident, problem, and change management.
• Ability to trace issues across end-to-end service flows.
• Understanding of Docker, Kubernetes, and microservices monitoring.
• Familiarity with mobile money, USSD, APIs, and transaction flows.

• Lead and oversee assigned shifts, including Alpha, Bravo, and Charlie, ensuring operational effectiveness, team performance, and quality service delivery.
• Review and approve shift handovers, ensuring all open incidents, active alerts, and operational activities are accurately transferred between shifts.
• Maintain on-call readiness during designated shifts and provide incident leadership during major or concurrent service disruptions.
• Coordinate incident communications, escalation notifications, supplier engagement, and stakeholder updates in line with operational procedures.
• Own and manage escalated incidents, conducting detailed investigations and troubleshooting before further escalation to higher support levels.
• Perform advanced analysis using Kibana, Grafana, and related monitoring tools to identify root causes, service anomalies, performance trends, and potential risks.
• Translate technical issues into business impact assessments and provide clear operational updates to management and stakeholders.
• Manage supplier escalations, ensuring timely resolution, effective tracking, and post-incident follow-up activities.
• Proactively monitor services, validate alert effectiveness, and recommend improvements to monitoring thresholds, detection quality, and observability capabilities.
• Support continuous improvement initiatives by identifying monitoring gaps, contributing to supervision architecture, and enhancing operational processes.
• Apply observability best practices by correlating technical performance indicators with business service outcomes and customer experience metrics.
• Coach and support NOC Operators through structured feedback, operational guidance, onboarding support, and performance improvement recommendations.

• Advanced Grafana dashboarding, alerting, and trend analysis.
• Strong Prometheus knowledge, including metrics, PromQL, and alert troubleshooting.
• Advanced Kibana/ELK log analysis and event correlation.
• Proficiency in ServiceNow incident, problem, and change management.
• Ability to trace issues across end-to-end service flows.
• Understanding of Docker, Kubernetes, and microservices monitoring.
• Familiarity with mobile money, USSD, APIs, and transaction flows.

• Master's degree or engineering school qualification in Computer Science, Networks & Telecommunications, Information Systems, or a related field.
• 4-8 years of experience in NOC, L2 Support, or DevOps.
• Hands-on experience with monitoring tools, incident ownership, and shift leadership in a high-availability environment.