Network Operations Center (NOC) Optimisation Analyst

Thunes Ltd; Philippines; On-site; PHP 320,000 - 520,000; Full time

Job summary

Thunes Ltd in the Philippines is seeking a Network Operations Center (NOC) Agent to monitor global payments network health in real time and ensure customer experience stays strong. You will diagnose outages, manage incidents end-to-end, create tickets, and work with cross-functional teams to drive rapid resolutions while participating in 24x7 rotating shifts.

Strong IT background and English communication are essential.

Qualifications

• Graduate of Information Technology or equivalent.
• Experience in Technical Support, NOC or monitoring is a plus.
• Strong analytical and troubleshooting skills.
• Excellent communication and interpersonal skills.
• Proficient in written and verbal English.
• Able to work 24x7 rotating shifts.

Responsibilities

• Monitor Thunes network health and customer experience in real time.
• Diagnose outages and coordinate with supporting teams to resolve.
• Create tickets for real-time issues for internal/external teams.
• Perform first-level troubleshooting of alerts per SOPs.
• Log actions and track end-to-end incident resolution.
• Communicate status to stakeholders and prepare incident reports.
• Participate in platform maintenance and downtime monitoring.
• Attend calls with external parties to identify root causes.
• Use monitoring tools to identify issues and reduce impact.
• Review historical data to identify improvement opportunities.
• Collaborate to update SoPs to meet goals.
• Work on 24x7 rotating shifts.

Skills

Technical Support

NOC Monitoring

API logs reading

Communication skills

Analytical thinking

Teamwork

English proficiency

Education

Bachelor's degree in 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 timely according 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 escalation to external or internal partner
• Responsible for tracking the issues and ensuring the end-to-end resolution of incidents. 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 root cause is identified and fixes are in place
• Identify issues immediately using monitoring tools in order to reduce impact and customer 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 better meet 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 hours
• Adaptive, 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