Regional Team Leader – Enterprise Technical Field Support

Position Regional Team Leader – Enterprise Technical Field Support

Region Nairobi

Reporting to: Manager – Enterprise Technical Field Support

Business Unit Network Department

Who We Are

Telkom connects the people that keep Kenya on the move. It does this by providing integrated telecommunications solutions to individuals, Small and Medium-sized Enterprises (SMEs), Government and large corporates in Kenya, drawing from a diverse solutions suite that includes voice, data, mobile money as well as network services. Powered by its vast Fiber optic infrastructure, it is also a major provider of wholesale, carrier-to-carrier traffic within the country and the region.

Key Duties and Responsibilities

    1. Prepare, maintain and continuously update schedules for Preventative maintenance, Route inspection and security patrol within the assigned region.

    2. Analyse recurring network incidents and customer faults and propose improvement plans with help from relevant teams.

    3. Maintains constant communication with Customers, Customer Experience Centre & Help Desk by listening to and resolving raised network concerns by providing solutions to queries and providing continuous updates up to closure of incident or requests.

    4. Enforce use of all assigned tools to perform tasks – Work force management tool, Ticketing Tools, Service delivery tools and correct use of safety gear by team when working in the field. Maintain a safe work environment by following HSE, engineering standards, procedures, and legal regulations.

    5. Performance management for assigned team and subcontractors to ensure consistent KPI achievement by all engineers. Track performance per individual and implement improvement through regular reviews with engineers and implementing the necessary actions. Assign work / tasks to engineer, supervise, audit and seek correction for incomplete or poorly done tasks.

    6. Maintain and update region inventory of Network Nodes, Customers connecting to each nodes and media type per customer, node resource utilization, Fiber core utilization per customer link, available / free fiber cores, and planning for new customers in the region.

    7. Maintain and update region inventory of Network Nodes, Customers connecting to each nodes and media type per customer, node resource utilization, Fiber core utilization per customer link, available / free fiber cores, and planning for new customers in the region.

    8. Enforce an up skilling program for each engineer based on Strengths, Weakness and opportunities based on the technical landscape and current product offering.

    9. Work with other teams within the Technology division and the relevant business units to provide solutions to customer problems propose improvement plans and engage in conversations on new offerings as requested.

    10. Any other duty may be assigned and or delegated by the line manager.

Academic background & Professional Knowledge:

    • Diploma */ University degree in IT/Computer Science/Electrical & Electronics Engineering/Telecommunications/Computer Engineering 

    • Maintain a record of engineering solutions, such as detailed engineering requirements, detailed reference design, and detailed integration test plan documents.

Here Are The Skills We Are Looking For:

    • Training in management courses.

    • Relevant Certifications – Cisco (CCNA, CCNP), Juniper (JNCIA-Junos), HCNA (Huawei Certified Network Associate)/ALU (Nokia) Service Routing Certified.

    • Relevant security certifications – CCNSA/P, Fortinet, CheckPoint.

    • Candidates with SDWAN knowledge and or experience 

    • Good verbal and written communication skills

    • MS Office suite – for ease in data analysis and presenting output to aid decision making.

    • Knowledge of SIP and experience in working with SIP providers.