Senior NOC Engineer

CIC Group is passionate about innovation, digital transformation, and inclusive insurance solutions that meet the evolving needs of cooperatives, SMEs, corporates, and individuals. By joining us, you will be part of a team that is shaping the future of financial protection across Africa.

CIC Group is dedicated to innovation, digital transformation, and offering inclusive insurance solutions tailored to the evolving needs of cooperatives, small and medium-sized enterprises (SMEs), corporations, and individuals. Joining the team means contributing to the future of financial protection across Africa. The Senior NOC Engineer reports to the Service Reliability Manager and is tasked with ensuring the smooth operation and reliability of IT services. This involves leading efforts in monitoring, incident response, and continuous improvement across various technical domains.

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

1. Hold a Bachelor’s Degree in Information Technology, Computer Science, Telecommunications, or a related field.
2. Possess 5+ years of experience in NOC, Network Operations, Infrastructure Support, or IT Operations.
3. Demonstrated experience managing critical incidents and operational teams.
4. Proficiency with network monitoring tools such as Grafana, Prometheus, Datadog, or Nagios.
5. Strong understanding of networking concepts including TCP/IP, DNS, and DHCP.
6. Experience with routing and switching, including VPNs and VLANs.
7. Fundamental knowledge of Windows and Linux server administration.
8. Familiarity with incident and problem management processes.
9. Understanding of cloud environments (Azure or AWS).
10. Good scripting knowledge (PowerShell, Bash, or Python).
11. Solid familiarity with ITSM tools like ServiceNow or Jira Service Management.