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 Senior NOC Engineer will be responsible for providing technical leadership within the NOC, ensuring proactive monitoring, rapid incident resolution, operational excellence, and continuous service improvement. The role acts as the primary escalation point for complex infrastructure, network, and platform issues while mentoring junior engineers and supporting major incident management activities.

Key Responsibilities:

• Lead the monitoring and management of network, infrastructure, cloud, and application services.
• Act as the highest technical escalation point within the NOC for unresolved incidents.
• Coordinate and drive major incident resolution activities, including stakeholder communication and service restoration.
• Perform advanced troubleshooting of network, infrastructure, cloud, and system-related issues.
• Analyze trends from alerts, incidents, and performance data to identify root causes and reliability risks.
• Define monitoring thresholds, alert tuning, and observability enhancements.
• Review and approve incident resolution approaches implemented by Junior NOC Engineers.
• Mentor, coach, and provide technical guidance to Junior NOC Engineers.
• Develop and maintain operational procedures, runbooks, and knowledge repositories.
• Participate in capacity planning, performance analysis, and reliability improvement initiatives.
• Support Change Advisory Board (CAB) activities and assess operational risks associated with changes.
• Lead post-incident reviews, problem identification, and corrective action planning.
• Support disaster recovery testing and business continuity exercises.
• Recommend automation opportunities and implement operational efficiencies.

Who We’re Looking For

Essential Knowledge/Skills and Experience Required:

• Bachelor’s Degree in Information Technology, Computer Science, Telecommunications, or related field.
• 5+ years of experience in NOC, Network Operations, Infrastructure Support, or IT Operations.
• Demonstrated experience managing critical incidents and operational teams.

Key Skills & Competencies

• Network monitoring tools (Grafana, Prometheus, Datadog, Nagios)
• Solid 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).
• Good scripting knowledge (PowerShell, Bash, or Python).
• Solid familiarization with ITSM tools such as ServiceNow or Jira Service Management.

• Lead the monitoring and management of network, infrastructure, cloud, and application services.
• Act as the highest technical escalation point within the NOC for unresolved incidents.
• Coordinate and drive major incident resolution activities, including stakeholder communication and service restoration.
• Perform advanced troubleshooting of network, infrastructure, cloud, and system-related issues.
• Analyze trends from alerts, incidents, and performance data to identify root causes and reliability risks.
• Define monitoring thresholds, alert tuning, and observability enhancements.
• Review and approve incident resolution approaches implemented by Junior NOC Engineers.
• Mentor, coach, and provide technical guidance to Junior NOC Engineers.
• Develop and maintain operational procedures, runbooks, and knowledge repositories.
• Participate in capacity planning, performance analysis, and reliability improvement initiatives.
• Support Change Advisory Board (CAB) activities and assess operational risks associated with changes.
• Lead post-incident reviews, problem identification, and corrective action planning.
• Support disaster recovery testing and business continuity exercises.
• Recommend automation opportunities and implement operational efficiencies.

• Network monitoring tools (Grafana, Prometheus, Datadog, Nagios)
• Solid 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).
• Good scripting knowledge (PowerShell, Bash, or Python).
• Solid familiarization with ITSM tools such as ServiceNow or Jira Service Management.

• Bachelor’s Degree in Information Technology, Computer Science, Telecommunications, or related field.
• Demonstrated experience managing critical incidents and operational teams.