Job Description

Location: Dar es Salaam

Experience: 0-3 years

Qualifications:

• Technical degree or equivalent in IT, Networks, Telecoms, or Computer Science.
• Strong practical experience may be considered in lieu of a technical degree.
• 0-3 years of experience in IT Operations, NOC, DevOps Support, or Systems Monitoring.
• Hands-on experience with monitoring platforms and ITSM/ticketing tools such as Grafana, Zabbix, ServiceNow, JIRA, or equivalent.

Core Responsibilities

• Continuously monitor GSOC platforms and dashboards, including Grafana, ServiceNow, and related tools, to ensure service availability, performance, and operational stability.
• Track service health indicators, performance baselines, trends, and threshold breaches across all countries within the hub's monitoring perimeter.
• Identify, investigate, and escalate anomalies, service degradations, and incidents affecting applications, infrastructure, or network services.
• Interpret monitoring alerts and Prometheus metrics to assess service impacts and determine whether performance levels are within acceptable thresholds.
• Create, categorize, prioritize, and assign incident tickets in ServiceNow in accordance with established incident management procedures.
• Maintain accurate and timely ticket updates throughout the incident lifecycle, documenting actions taken, investigation findings, and escalation activities.
• Apply the correct incident classification and root cause categories to ensure quality reporting, trend analysis, and service improvement initiatives.
• Utilize Kibana and other log analysis tools to search, filter, and review logs for troubleshooting and incident investigation purposes.
• Operate as the designated shift operator when required, managing incidents within assigned authority levels and adhering to defined escalation protocols.
• Coordinate and escalate major or concurrent incidents to Senior Operators and relevant support teams to ensure timely resolution.
• Communicate incident status, service impacts, and critical updates clearly to stakeholders and support teams throughout the shift.
• Prepare detailed shift handover reports, including open tickets, ongoing incidents, active alerts, actions taken, and key follow-up items to ensure seamless operational continuity.

Core Competencies

• Experience with Grafana dashboards, metrics analysis, and trend monitoring.
• Basic knowledge of Prometheus metrics, labels, and performance indicators.
• Ability to use Kibana for log searches, filtering, and incident investigation.
• Hands-on experience with ServiceNow incident management and ticket handling.
• Understanding of OSI model fundamentals and TCP/IP networking concepts.
• Familiarity with observability concepts, including metrics, logs, and traces.
• Basic Linux command-line skills and the ability to follow operational runbooks.

• Continuously monitor GSOC platforms and dashboards, including Grafana, ServiceNow, and related tools, to ensure service availability, performance, and operational stability.
• Track service health indicators, performance baselines, trends, and threshold breaches across all countries within the hub's monitoring perimeter.
• Identify, investigate, and escalate anomalies, service degradations, and incidents affecting applications, infrastructure, or network services.
• Interpret monitoring alerts and Prometheus metrics to assess service impacts and determine whether performance levels are within acceptable thresholds.
• Create, categorize, prioritize, and assign incident tickets in ServiceNow in accordance with established incident management procedures.
• Maintain accurate and timely ticket updates throughout the incident lifecycle, documenting actions taken, investigation findings, and escalation activities.
• Apply the correct incident classification and root cause categories to ensure quality reporting, trend analysis, and service improvement initiatives.
• Utilize Kibana and other log analysis tools to search, filter, and review logs for troubleshooting and incident investigation purposes.
• Operate as the designated shift operator when required, managing incidents within assigned authority levels and adhering to defined escalation protocols.
• Coordinate and escalate major or concurrent incidents to Senior Operators and relevant support teams to ensure timely resolution.
• Communicate incident status, service impacts, and critical updates clearly to stakeholders and support teams throughout the shift.
• Prepare detailed shift handover reports, including open tickets, ongoing incidents, active alerts, actions taken, and key follow-up items to ensure seamless operational continuity.

• Experience with Grafana dashboards, metrics analysis, and trend monitoring.
• Basic knowledge of Prometheus metrics, labels, and performance indicators.
• Ability to use Kibana for log searches, filtering, and incident investigation.
• Hands-on experience with ServiceNow incident management and ticket handling.
• Understanding of OSI model fundamentals and TCP/IP networking concepts.
• Familiarity with observability concepts, including metrics, logs, and traces.
• Basic Linux command-line skills and the ability to follow operational runbooks.

• Technical degree or equivalent in IT, Networks, Telecoms, or Computer Science.
• Strong practical experience may be considered in lieu of a technical degree.
• 0-3 years of experience in IT Operations, NOC, DevOps Support, or Systems Monitoring.
• Hands-on experience with monitoring platforms and ITSM/ticketing tools such as Grafana, Zabbix, ServiceNow, JIRA, or equivalent.