Team Leader - Service Management at Telkom Kenya

Role Purpose: 

The job holder will be responsible for executing  24/7 Real-time  RAN, VAS,IT, Transmission Network  resources /Core operational  monitoring  & 1st level troubleshooting & intervention escalation. This is a key role in the overall execution of the Technology strategy and will require a keen eye for detail and problem-solving skills.

Key Duties and Responsibilities

• 24/7 Rota monitoring of GSM, Transmission, Networks elements.
• Exhibit familiarity with the use of basic network  monitoring tools:  Lansupport, Netnumen, Cacti, I Manager,  Huawei U2000   
• Perform initial analysis to localize issues and restore if possible (1st corrective maintenance).
• Management of Trouble Tickets (TT) and Fault Escalation to the relevant technical staff and follow up until ticket closure
• Perform Faults management by coordinating support resources; managing technical escalation to ensure faults are rectified within agreed SLAs.
• Notification to keep management and other business units informed during system outages with reference to priority of the fault (Priority Matrix).
• Responsible  for  informing  Management,  partners  and  peers  about  network  performance  and service availability and network outages
• oversees the work of shift teams to ensure that system requirements have been
• Properly implemented and procedures carefully followed.
• Producing reports at the end of the shift (shift handover report) on the network status and sending the same to all intended recipients as per the company laid down structures.
• Facilitate implementation of planned activities as per Change management directives i.e. by ensuring that implementers adhere to the Change management terms and conditions.
• Coordinates  the  duty  shift  table  for  the  NOC  operations  and  carefully allocates  staff  members (NOC technicians and NOC engineers) on different shift duties for ensuring the whole NOC shift works in an efficient and effective manner.
•  Ensure maximum possible service availability and performance.

Academic Background and Professional Knowledge

• Bachelor’s degree in Telecommunications, Electrical Engineering or equivalent from a reputable institution;
• A minimum of 2-6 years’ experience  in a similar position with a supervisory background
• Thorough telecommunications knowledge is a requirement
• Expertise in maintaining networking systems

Here are the skills we are looking for

• Knowledge of GSM/3G,4G architecture, core circuit and packet architecture, VAS architecture LAN, WAN, TCPIP
• MS Office proficiency
• Good knowledge of the O&M processes
• Specific knowledge of multiple telecom technologies ( GSM  and Fixed network )
• Good communication skills, Creative thinker, Team Player & have ability to prioritize and execute tasks
• Must be Result-oriented, Taking initiatives & have great analytical skills