Technical Manager at Wananchi Group

Key Roles:

• Development of processes for the maintenance team, implementation and frequent review to improve the processes.
• Oversee all Network Maintenance Operations, FEC and Noise troubleshooting to reduce the ticket to Zero.
• Manage the team to make sure that we achieve timing on all SLAs.
• Maintain uptime on all rings affecting nodes, OLTs and hubs.
• Approve all materials supplied for network, service delivery and construction of the network to maintain the best quality and standard.
• Manage all third party relationships so that we have minimal interruption on the network. This includes KPLC, NCC, Commercial building, and all collocation partners.
• Help in acquisition of licenses and permits. This will help in making sure that the contractor and maintenance continuously release the Home Passes, convert sales to installations and maintain the network. This includes MCC, KPLC permits, KPLC pole use contract, KPC etc.
• Keep track of all payment schedules of all the co-location sites, implement the process and schedule with frequent reviews for improvement. This will make that all the co-located sites are paid on time and avoid disconnection.
• Check the quality of the maintenance jobs and reconcile the materials used in comparison the job done. Put in place good controls to reduce on the cost incurred on the main line reducing unwarranted truck rolls.
• Inspection of all the tools issued by the maintenance team and reconciliation with store. This will make sure that the team is always equipped with the right tools for the job.
• Receive escalations and alarms from NOC, analyze and follow up until the problem is resolved within SLA. Advice NOC on the cause of the outage in cases that require technical interpretation and possible solution.
• Control the production of ticket by advising the customer care of any planned maintenance or outage that is not visible from NOC. Advice the call center on the cause of the outage that require technical interpretation and probable solution.
• Support the delivery of Home Passes through the year. This is achieved on a month by month release of Home Passes by the contractor and counter checking the quality of the Home Passes by the Wananchi Quality control team.
• Support all installations and field support operations to make sure all installations are done within the same day SLA and all support works orders same day.
• Check the quality of the build during the construction stage and make sure that the construction is within defined quality and meets the expectation of the company.

Key Performance Indicators:

• Maintain over 99.95% uptime on all networks .i.e HFC, GPON, Hubs and Business Supporting network.
• Convert all sales at a rate of 95% on all sales within the same day
• Close 90% support work orders within the same day and balance with 24hrs.
• Manage the team to make sure that we achieve 95% on all SLAs.
• Manage collocated all master nodes and OLTs to stabilize power on all sites.
• Maintain 95% uptime on all rings affecting nodes, OLTs and hubs.
• Support the contractor to deliver the homes both greenfield and infills.
• Achieve 95% on all S1 tickets raised
• Achieve 95% on all S2 tickets raised
• Make sure the team is motivated and all leave days have been taken minimum of 5 days person as pending
• Make sure that all teams are using the materials, cars, and tools well to avoid wastage and damage. Zero tolerance to wastage policy.
• Share weekly reports on performance of the regions to make sure the management is making the right decisions for the business.