Network Operations Center (NOC) Optimisation Analyst

Thunes Ltd; Manila; On-site; PHP 446,000 - 670,000; Full time

Job summary

Thunes is seeking a Network Operations Center (NOC) Agent in Manila to monitor network health, performance and customer experience in real time, and to collaborate with support teams to drive resolution.

You will perform 1st level troubleshooting, create real-time and non-urgent tickets, log actions, communicate with stakeholders, and prepare incident reports, while working a 24x7 shift rotation to ensure uptime.

Qualifications

• A degree in Information Technology or equivalent.
• Experience in Technical Support, NOC or systems monitoring is a plus.
• Strong reading of system and API logs with analytical troubleshooting.
• Excellent written and verbal English communication.
• Able to work with diverse teams and flexible hours.

Responsibilities

• Live monitoring of network health, performance and customer experience.
• Diagnose outages and coordinate with support teams to resolve.
• Create tickets for incidents and track end-to-end resolution.
• Log actions and communicate with affected stakeholders.
• Prepare incident reports and monitor maintenance windows.
• Participate in 24x7 shift rotations to ensure uptime.

Skills

Read system logs

API log analysis

Troubleshooting

English communication

Education

Information Technology or equivalent

Job description

About Thunes

Thunes is the Smart Superhighway to move money around the world. Thunes’ proprietary Direct Global Network allows Members to make payments in real-time in over 130 countries and more than 80 currencies. Thunes’ Network connects directly to over 7 billion mobile wallets and bank accounts worldwide, via more than 350 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay and many more.

Thunes’ Direct Global Network differentiates itself through its worldwide reach, in-house SmartX Treasury System and Fortress Compliance Platform, ensuring Members of the Network receive unrivalled speed, control, visibility, protection, and cost efficiencies when making real-time payments, globally. Members of Thunes’ Direct Global Network include gig economy giants like Uber and Deliveroo, super-apps like Grab and WeChat, MTOs, fintechs, PSPs and banks.

Headquartered in Singapore, Thunes has offices in 15 locations, including Abidjan, Barcelona, Beijing, Dubai, Hong Kong, Johannesburg, London, Manila, Nairobi, Paris, Riyadh, San Francisco, Sao Paulo and Shanghai. For more information, visit: https://www.thunes.com/

Context Of The Role

Thunes has seen incredible growth in the past few years, bringing on many customers around the globe. It is important that we continue bringing on board new customers but just as importantly we need to ensure that our current customers are happy and are being retained. This is where you, the Network Operations Center (NOC) Agent will come in.

Key Role Responsibilities

• Responsible for live monitoring of Thunes’ network health, performance and customer experience through monitoring, issue management and continuous problem solving
• Perform diagnostics for outages and urgent issues working with supporting teams to drive to a resolution
• Ticket creation for real-time but non-urgent issues for supporting teams to resolve
• Real-time monitoring of system alerts, transactions, systems and reacting timelyaccording to its severity to meet system performance, both internally and externally
• Perform 1st level troubleshooting of the alerts to identify the reality of issues,following standard operating procedures and escalated to external or internal partner
• Responsible for tracking the issues and ensuring the end-to-end resolution ofincidents. Log all actions performed in the entire duration of the incident.
• Conduct communications to affected stakeholders
• Prepare Incident Reports for logging purposes
• Monitor platform maintenance and system downtime until it’s recovery
• Attend calls with external parties for unresolved and recurring issue to ensure rootcause is identified and fixes are in place
• Identify issues immediately using monitoring tools in order to reduce impact andcustomer inbound inquiries
• Analyse NOC historical data to identify key improvement opportunities
• Work with the team to find ways to better handle issues and update SoPs to bettermeet operational goals
• Work on 24x7 shifting rotation

What we are looking for

• Graduate of Information Technology or equivalent
• Previous experience with Technical Support, NOC or Systems Monitoring role is a plus
• Ability to read systems and API logs Excellent communication and interpersonal skills
• Strong analytical and troubleshooting skills. Able to immediately act issues and work on incident handling procedures
• Good working attitude and comfortable working with a team
• Proficient in written and verbal English
• Ability to work flexible hoursAdaptive, flexible and able to work with people from different backgrounds and cultures
• Ability to effectively and appropriately interact with co-workers at a variety of levels across many disciplines