CIC Insurance Group Limited, commonly referred to as CIC Group, is an insurance and investment group that operates mainly in Kenya, Uganda, South Sudan and Malawi

About the Role

Reporting to the Service Reliability Manager, the Junior NOC Engineer will be responsible for day-to-day monitoring and first-line operational support of network, infrastructure, and technology services. The role focuses on event monitoring, incident detection, initial troubleshooting, escalation, and ensuring operational procedures are followed.

Key Responsibilities:

• Monitor network, server, application, cloud, and infrastructure alerts using approved monitoring tools.
• Perform first-level troubleshooting and resolution of common incidents.
• Escalate incidents exceeding defined thresholds to the Senior NOC Engineer or relevant support teams.
• Acknowledge, log, categorize, and prioritize incidents according to SLA requirements.
• Monitor WAN, LAN, VPN, internet connectivity, firewalls, and critical applications.
• Execute routine health checks and operational checklists.
• Support implementation of approved changes and perform post-change monitoring.
• Maintain accurate incident records, shift reports, and operational logs.
• Follow documented procedures, runbooks, and recovery guides.
• Assist in disaster recovery and business continuity testing activities.
• Identify recurring alerts and report them to the Senior NOC Engineer for further analysis.
• Support service restoration activities during incidents.
• Escalate potential risks and service-impacting events promptly

Who We’re Looking For

Essential Knowledge/Skills and Experience Required:

• Bachelor’s Degree in Information Technology, Computer Science, Telecommunications, or related field.
• 2-3 years of experience in NOC, Network Operations, Infrastructure Support, or IT Operations.

Key Skills & Competencies

• Network monitoring tools (Grafana, Prometheus, Datadog, Nagios.
• Basic networking concepts: TCP/IP, DNS, DHCP
• Routing & Switching: VPNs, VLANs
• Windows and Linux server administration fundamentals.
• Incident and problem management processes.
• Understanding of cloud environments (Azure or AWS).
• Basic scripting knowledge (PowerShell, Bash, or Python).
• ITSM tools such as ServiceNow or Jira Service Management.

• Monitor network, server, application, cloud, and infrastructure alerts using approved monitoring tools.
• Perform first-level troubleshooting and resolution of common incidents.
• Escalate incidents exceeding defined thresholds to the Senior NOC Engineer or relevant support teams.
• Acknowledge, log, categorize, and prioritize incidents according to SLA requirements.
• Monitor WAN, LAN, VPN, internet connectivity, firewalls, and critical applications.
• Execute routine health checks and operational checklists.
• Support implementation of approved changes and perform post-change monitoring.
• Maintain accurate incident records, shift reports, and operational logs.
• Follow documented procedures, runbooks, and recovery guides.
• Assist in disaster recovery and business continuity testing activities.
• Identify recurring alerts and report them to the Senior NOC Engineer for further analysis.
• Support service restoration activities during incidents.
• Escalate potential risks and service-impacting events promptly

• Network monitoring tools (Grafana, Prometheus, Datadog, Nagios.
• Basic networking concepts: TCP/IP, DNS, DHCP
• Routing & Switching: VPNs, VLANs
• Windows and Linux server administration fundamentals.
• Incident and problem management processes.
• Understanding of cloud environments (Azure or AWS).
• Basic scripting knowledge (PowerShell, Bash, or Python).
• ITSM tools such as ServiceNow or Jira Service Management.

• Bachelor’s Degree in Information Technology, Computer Science, Telecommunications, or related field.
• 2-3 years of experience in NOC, Network Operations, Infrastructure Support, or IT Operations.