NOC OPERATIONS ANALYST – FEMALE PREFERRED
Department: Network Operations Centre (NOC)
Industry Experience: Mandatory ISP / Telecommunications Experience
Location: Lekki, Lagos, Nigeria
Industry: Telecommunications / Internet Service Provider (ISP)
Employment Type: Full-Time
Reports To: Head of NOC / Network Operations Manager
Salary: ₦250,000 Net Monthly
Experience Required: 2–4 Years
JOB SUMMARY
The NOC Operations Analyst is responsible for monitoring network and service performance, identifying incidents, tracking service tickets, coordinating escalations, and supporting the timely resolution of network and connectivity issues.
The role involves continuous monitoring of network infrastructure and service availability, analysing alarms and incidents, tracking tickets through resolution, coordinating with technical and field teams, and ensuring adherence to defined Service Level Agreements (SLAs).
The successful candidate will support the NOC team in maintaining network visibility, minimising service downtime, improving incident response, and ensuring accurate operational reporting.
KEY DUTIES & RESPONSIBILITIES
1. Network & Service Monitoring
- Monitor network infrastructure, connectivity services, links, devices, and critical network elements using available NOC monitoring tools.
- Monitor network and service availability to identify outages, degradation, latency, and performance abnormalities.
- Identify and analyse network alarms, alerts, and service-impacting incidents.
- Escalate critical network events promptly to the appropriate technical teams.
- Maintain continuous awareness of network and service status across assigned areas.
- Monitor recurring incidents and identify patterns requiring further investigation.
2. Incident & Fault Management
- Receive, log, monitor, and track network and service incidents through the approved ticketing system.
- Classify incidents according to severity, impact, and urgency.
- Ensure incidents are assigned to the appropriate technical or field support team.
- Monitor incident progress from initial logging through resolution and closure.
- Follow up on outstanding incidents to ensure timely resolution within agreed SLAs.
- Escalate unresolved or high-impact incidents to relevant technical leads and management.
- Maintain accurate incident documentation and resolution records.
3. Ticket & SLA Monitoring
- Monitor all open NOC tickets and ensure timely updates by responsible teams.
- Track ticket response time, resolution time, ageing, and SLA compliance.
- Identify delayed, overdue, and repeatedly reopened tickets.
- Follow up with technical and field teams on outstanding service issues.
- Ensure ticket information accurately reflects the current status of each incident.
- Prepare escalation reports for tickets approaching or exceeding SLA thresholds.
4. Escalation Management
- Coordinate the escalation of network incidents to Field Operations, Network Engineering, Transmission, Core Network, Customer Support, or other relevant teams.
- Provide relevant incident information to technical teams to facilitate faster troubleshooting.
- Maintain clear communication throughout major or prolonged incidents.
- Monitor escalated cases until resolution and ensure appropriate closure documentation.
- Escalate major service-impacting incidents to the Head of NOC or Network Operations Manager.
5. Network Performance Analysis
- Review network performance indicators and operational data to identify abnormalities and service degradation.
- Analyse trends relating to outages, downtime, recurring faults, ticket ageing, and service availability.
- Identify recurring incidents and highlight potential underlying operational issues.
- Support root-cause analysis by providing relevant incident history and performance data.
- Provide recommendations based on identified operational trends and performance gaps.
6. Field & Technical Team Coordination
- Coordinate with field engineers and technical teams during network outages, installations, repairs, and service restoration activities.
- Monitor field activities relating to reported network incidents and customer-impacting faults.
- Track engineer response and resolution progress against assigned tickets.
- Follow up on delayed field interventions and escalate where necessary.
- Ensure relevant updates from field teams are properly reflected in the ticketing system.
7. Customer & Service Impact Monitoring
- Monitor incidents with potential impact on enterprise, corporate, or high-value customers.
- Identify service interruptions affecting multiple customers or critical locations.
- Support customer-facing teams by providing accurate and timely service status updates.
- Escalate prolonged or high-impact outages appropriately.
- Maintain accurate records of service-impacting incidents for management review.
8. Reporting & Documentation
- Prepare daily, weekly, and monthly NOC operational reports.
- Track key performance indicators including network availability, incident volume, response time, resolution time, ticket ageing, and SLA compliance.
- Prepare incident summaries and escalation reports for management.
- Maintain accurate records of network incidents, outages, escalations, and resolutions.
- Provide relevant operational data for service reviews and performance meetings.
9. Process Compliance & Continuous Improvement
- Ensure adherence to approved NOC processes, incident management procedures, escalation protocols, and SLA requirements.
- Identify gaps in existing operational processes and recommend improvements.
- Support initiatives aimed at reducing network downtime and improving incident resolution.
- Maintain proper documentation of operational procedures and incident-handling activities.
- Promote a culture of accountability, responsiveness, and continuous improvement within the NOC.
10. Shift Operations & Handover
- Participate in scheduled NOC shifts, including weekends or public holidays where required.
- Maintain effective communication during shift handovers.
- Provide complete updates on unresolved incidents, pending tickets, escalations, and critical network events.
- Ensure no critical incident or outstanding issue is missed during shift transitions.
- Perform other NOC-related duties reasonably assigned by management.
QUALIFICATIONS & REQUIREMENTS
- Bachelor's degree in Telecommunications, Computer Science, Information Technology, Electrical/Electronic Engineering, Network Engineering, or a related discipline.
- 2–4 years of relevant professional experience.
- Mandatory experience within an ISP, Telecommunications, Network Operations, or closely related technical environment.
- Previous experience in a NOC, Network Operations, Technical Support, Service Desk, or Network Monitoring environment is strongly preferred.
- Basic understanding of IP networks, broadband connectivity, fibre networks, routers, switches, and network infrastructure.
- Practical understanding of incident, ticket, escalation, and SLA management.
- Experience using network monitoring, ticketing, service management, or operational reporting tools.
- Proficiency in Microsoft Excel and other reporting tools.
- Strong analytical and problem-solving abilities.
- Excellent written and verbal communication skills.
- Ability to work effectively with technical and non-technical teams.
- Ability to work under pressure and manage multiple incidents simultaneously.
- Strong attention to detail, accuracy, accountability, and follow-through.
- Willingness to work within a shift-based NOC environment when required.
KEY COMPETENCIES
- Network & Service Monitoring
- Incident Management
- Ticket & Workflow Management
- Escalation Management
- SLA Monitoring
- Network Performance Analysis
- ISP / Telecommunications Operations
- Fault & Outage Management
- Technical Troubleshooting Support
- Operational Reporting
- Root-Cause Analysis
- Stakeholder Coordination
- Problem Solving
- Attention to Detail
- Time Management
- Continuous Improvement
IDEAL CANDIDATE PROFILE
The ideal candidate should have practical experience within an ISP or telecommunications environment, preferably in a NOC, technical operations, service assurance, network monitoring, or technical support function.
The candidate must demonstrate the ability to monitor network/service incidents, manage and track tickets, coordinate technical escalations, monitor SLA compliance, analyse operational data, and maintain accurate incident records.
Female candidates are particularly encouraged to apply.
HOW TO APPLY
Interested and qualified candidates should send their updated CV to:
Email: [email protected]
Subject: NOC Operations Analyst – Lekki
Only shortlisted candidates will be contacted.