Thuba Mthembu
Cape Town,WC
Summary
Proficient in Linux, Excel, ServiceNow, Datadog, and OpenSearch, with a strong focus on teamwork and collaboration. Demonstrates exceptional customer service skills and a commitment to delivering high-quality solutions. Aims to leverage technical expertise and collaborative spirit to drive organizational success.
Overview
6
6
years of professional experience
2019
2019
years of post-secondary education
1
1
Certification
Work history
NOC – Level 2 Support Engineer
White Hat Gaming
10.2025 - Current
- Monitor key metric dashboards to proactively detect anomalies and potential incidents before they occur.
- Investigate, diagnose, troubleshoot, and resolve incidents where possible.
- Escalate complex incidents to SRE, DBA, Development Support, and other expert teams as needed, collaborating with them through resolution.
- Participate in war rooms with Incident Managers and cross-functional teams to restore services quickly during P1/P2 incidents.
- Contribute to root cause analysis efforts and assist in preparing incident reports.
- Create, update, and maintain runbook documentation to support troubleshooting efforts and knowledge sharing.
- Implement and enhance processes for monitoring, alerting, system maintenance, and incident escalation.
- Support and guide the development of internal tools that improve troubleshooting efficiency and overall NOC productivity.
ITOC Team Leader
Sintrex Integration Services
07.2023 - 10.2025
- Managing a team of six direct reports
- Managed conflict resolution among team members, fostering a positive and collaborative work environment
- Used critical thinking to break down problems, evaluate solutions, and make decisions
- Ensure monitoring of NOC clients is dealt with within prescribed NOC standard
- Assist with system administration tasks and maintain the database of monitored objects
- Compilation of reports
- Take responsibility for the development of SOP documents on a knowledge and operational level
- Double-check operators work and enable them through training
- Continuously improving monitoring of client's infrastructure, according to SLA
- Assist with team capacity and management
- Relevant engineer and supervisor notified of out-of-line situations
- Ensure operational instructions are followed
ITOC Operator
Sintrex Integration Services
01.2021 - 06.2023
- Network monitoring for various clients - ensure that the networking system runs efficiently without interruption
- Primarily deals with users, customers, vendors, engineers and the whole technical team
- To ensure maximum possible service availability and performance for clients
- SOP (Guideline/How-to document) creation and updating thereof
Operator Intern
Sintrex Integration Services
01.2020 - 12.2020
- Successfully integrate with the Sintrex Team
- Finish and pass all tests and tasks during the course of the internship
- Basic proficiency in various operating systems, hardware, networking and applications
- Knowledge in basic system admin tasks
- Experience in User or Help Desk support
- Experience in network installation, workstations or servers
- High level of aptitude in the field of IT
- Diligence and follow-through
- Adaptability and interpersonal skills
- Competencies gained during internship:
Education
NQF Level 5 - System Support
On The Ball College
NQF Level 4 - Technical Support
On the Ball College
Skills
- Linux
- Excel
- ServiceNow
- Datadog
- OpenSearch
Certification
- Certified in Cybersecurity ISC2
- AWS Certified Solutions Architect - Associate
- AWS Certified SysOps Administrator - Associate
- CyberOps Associate
- Fortinet NSE 4 - FortiOS 7.6 Administrator
REFERENCES
Available on request.
ADDITIONAL INFORMATION
Copy of ID & qualifications available on request.
Timeline
NOC – Level 2 Support Engineer
White Hat Gaming
10.2025 - Current
ITOC Team Leader
Sintrex Integration Services
07.2023 - 10.2025
ITOC Operator
Sintrex Integration Services
01.2021 - 06.2023
Operator Intern
Sintrex Integration Services
01.2020 - 12.2020
NQF Level 4 - Technical Support
On the Ball College
NQF Level 5 - System Support
On The Ball College