Senior Network Support Officer - Ecobank Ghana

JOB PURPOSE

Reporting to the Head of Network Operations Centre, the Senior Network Engineer is responsible for Network services throughout their life cycle.

The NOC Engineer's scope of Work covers all WAN/LAN Routing, Switching, Network Security, Optimization Services that are in Application Delivery Control, AI/Automation and Cloud Operations.

JOB CONTEXT

Providing 24/7 support for all Networks (Core and Affiliate) and Network Services (On-Prem and Cloud) throughout the Ecobank Group, and providing support for all Third-Party integrations and services.

KEY RESPONSIBILITIES

Network Routing, Switching, WAN/LAN/ & Affiliate Support

• Build and run a secure Network fit for purpose and use for Ecobank and its subsidiaries.
• Provide Level 1, 2 and 3 support for the Core Network and Centralised Applications.
• Ensure hands-on support of network devices/technologies within the Group (e.g., Palo Alto, Cisco ASA, Checkpoint and FortiGate Firewalls, Cisco Routers and Switches, and Cisco ACI).
• Performing network maintenance and system upgrades including operating systems, security patches, hot fixes, and security configurations.
• Implement disaster recovery procedures and conduct periodic tests.
• Oversee the execution of routine and scheduled network maintenance.
• Facilitate proper handover to the Monitoring Team (Command Center) for monitoring.

Network Operations Security

• Oversee firewall operations, manage firewall access, and conduct policy reviews/clean-ups.
• Maintain administrative and user-level access to services through firewalls and routers.
• Configure, maintain, and troubleshoot secure Remote Access to group resources and services (for both Consultants and Staff) to enable 24/7 access to the Group network from any location.
• Configure, maintain, and troubleshoot secure S2S VPN access between the Group and 3rd parties from affiliates.
• Ensure adherence of the Group hardening standard with deployment of old/new devices within the Group (DCs and Affiliates) by following the Group Hardening Standard.
• Select and implement security tools/solutions, policies, and procedures in conjunction with the company’s security team and Group policies (e.g., TACACS, ISE, MFA).
• Maintaining current knowledge and trends of security and networking best practices to offer the best security solutions and protection to company systems

Cloud Network Operations

• Work as Cloud Support Officer of all services migrated/to-be-migrated to the Cloud.
• Provision and configure cloud resources, monitor performance, and ensure efficient operation.
• Manage network architectures, configure virtual networks, and troubleshoot network issues.
• Establish access controls, ensure regulatory compliance, and address security incidents.
• Automate processes and write scripts to streamline operations and enhance efficiency.

Network Operations Changes

• Maintain up-to-date documentation on the network (Changes, add, remove, etc…).
• Work as Network Support resource on all network Projects.
• Implement Network changes (change implementer).
• Configure and maintain network devices and services such as routers, switches, firewalls, load balancers, VPNs, and QoS.

Network Operations Monitoring

• Monitor system resources utilization, trending, and facilitate capacity planning.
• Coordinate and ensure proper network events management via monitoring tools (Orion, Prime).
• Monitor performance and ensure the availability and reliability of Ecobank branch networks to meet business expectations.

Tickets, Incidents and Reporting

• Resolve incidents within the agreed SLA/OLA.
• Coordinate the resolution of network incidents.
• Collaborate with vendors and IT staff to resolve issues.
• Provide ongoing updates to customers and ensure ticket details include resolution information.
• Address helpdesk tickets and ensure customer satisfaction.
• Prepare weekly and monthly reports on the NOC team’s activities.

Qualification Required & Experience

Experience & Qualifications

• Bachelor’s Degree in Telecommunication, Computer Science, or related field of study
• Cisco Certifications: At least CCNA level required
• Good Knowledge of ITIL foundation and Basic Project Management Principles
• Solid understanding of the OSI or TCP/IP model
• Deep understanding of networking protocols (e.g., IPSEC, HSRP, BGP, OSPF, 802.11, QoS)
• Deep understanding of Application Optimization (F5, Load Balancing, Proxying)
• Good Understanding of Cloud Infrastructure (OCI, AWS, IBM, Azure)
• Hands-on experience with monitoring, network diagnostic and network analytics tools (Orion)
• University degree in Computer Science or an IT-related subject

Skills, Capabilities & Direct attributes

• 3+ years of experience in Network Operations.
• Possess technical expertise, skills in IP network design, implementation and troubleshooting, network security awareness, leadership, team management capabilities, project management skills, vendor management experience, documentation and reporting abilities, and a commitment to continuous learning.
• Extensive experience in network administration, including build and run, and troubleshooting.
• Customer Centricity, delivering exceptional service to both internal and external clients.
• Effective communicator at all organizational levels.
• Experienced in setting up network infrastructure across various media and vendors.
• Proficient in LAN/WAN technologies and protocols.
• Expertise in Cisco IOS, Palo Alto OS, Check Point OS, and Fortinet OS.
• Strong knowledge of dynamic routing, redundancy protocols, and QoS.
• Skilled in communication networks and next-generation firewalls (NGFWs).
• Proficient in Microsoft Visio for technical documentation and presentations.
• Extensive knowledge of Cisco technologies for design, implementation, and support.
• Skilled in managing escalated issues.
• Highly organized with strong attention to detail and teamwork abilities.
• Excellent at implementing innovative solutions.
• Capable of prioritizing tasks and thriving under pressure.
• Task-oriented and quick to learn.
• Confident, competent, and time-conscious.

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