Business Continuity Plan (BCP) – Dispatch / ISP Lead

Role Purpose

The BCP Dispatch / ISP Lead is responsible for ensuring continuity of service delivery operations during operational disruptions, emergencies, system failures, staffing shortages, or network incidents. The role oversees continuity in ticket management, technician coordination, client communication, and SLA performance to minimize downtime and maintain customer satisfaction.

The role serves as the key coordination point between clients, field technicians, logistics teams, and internal operations to ensure uninterrupted service delivery, network stability, and operational recovery.

Key Responsibilities

A. Business Continuity & Incident Management

• Coordinate operational continuity during network outages, emergencies, or system downtime.
• Activate and implement business continuity procedures during operational disruptions.
• Coordinate incident response activities and ensure timely escalation of critical issues.
• Ensure rapid restoration of services to minimize SLA breaches and customer impact.
• Maintain operational readiness for emergency response situations.

B. Client Relationship & Stakeholder Management

• Maintain communication with client stakeholders during operational incidents and recovery periods.
• Provide timely updates on outages, recovery progress, and service restoration timelines.
• Attend client operational review meetings together with Project Managers.
• Ensure all operational escalations and updates are communicated through approved client platforms.
• Support operational issue resolution from client premises where necessary.

C. Team Leadership & Operational Coordination

• Coordinate dispatch and technical teams during emergencies and high-impact operational periods.
• Reallocate workloads and prioritize critical service tickets during disruptions.
• Ensure adequate technician coverage during absences or emergency situations.
• Guide teams on contingency procedures and operational recovery actions.
• Monitor team performance and recommend corrective measures where necessary.

D. Dispatch Operations & Ticket Continuity Management

• Ensure continuity of ticket allocation for FTTH installations, relocations, upgrades, and maintenance activities.
• Monitor dispatch boards and ticket queues to prevent SLA violations during operational disruptions.
• Track and prioritize aging or critical tickets for immediate action.
• Coordinate alternative dispatch procedures during system failures or downtime.
• Ensure timely ticket closure and proper escalation management.

E. Field Operations & Logistics Support

• Ensure technicians are equipped with necessary tools, materials, and documentation during emergency operations.
• Coordinate emergency material issuance and logistics support for field teams.
• Ensure compliance with installation, maintenance, and safety standards during recovery operations.
• Support field teams in resolving critical network incidents within agreed timelines.

F. Reporting & Operational Monitoring

• Prepare and submit incident reports, operational recovery reports, and continuity status updates.
• Monitor and track
  • SLA adherence during disruptions
  • Ticket inflow versus closure rates
  • Technician productivity
  • Mean Time to Repair (MTTR)
  • Network downtime and restoration progress
  • Customer impact and service recovery performance
• Maintain proper incident documentation and recovery records.

G. Network Performance & Service Recovery

• Monitor network uptime and coordinate restoration efforts during outages.
• Ensure operational recovery aligns with client SLA and KPI requirements.
• Coordinate escalation handling for major incidents and service-affecting issues.
• Support preventive measures to reduce recurrence of operational disruptions.

H. Risk Management & Preparedness

• Identify operational risks that may affect service continuity.
• Recommend preventive and corrective actions to minimize service disruptions.
• Participate in business continuity testing, drills, and emergency preparedness exercises.
• Maintain updated emergency contact lists and escalation matrices.

Requirements

• Expedience with  telecommunication firms like Safaricom, Zuku ecosystems is an added advantage
• Bachelor’s degree in Computer Science, Business Administration, IT, or related fields.
• Ability to coordinate between field personnel, technical teams, and management during incidents.
• Strong leadership, crisis decision-making, excellent verbal/written communication, and the ability to work under high pressure

Compensation:

​A retainer  of Kes 30- 40,000.00 will be offered to the best candidates depending with work experience.

How to apply:

If you believe you are suitable and are interested, apply now.