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Telkom Kenya was established as a telecommunications operator under the Companies Act in April 1999. We provide integrated communications solutions in Kenya with the widest range of voice and data services as well as network facilities for residential and business customers. We are proud to play a prominent role in the information and communications technolo...
Role Purpose:
To provide to all clients, technical support and troubleshooting guidance together with relevant teams within the organization, in areas pertaining to Wide Area Network(WAN), Local Area Network(LAN), Internet, data, voice, mail and LAN services queries from customers satisfactorily within the defined scope and laid down standards processes & procedures within the Helpdesk or Onsite.
Key Duties and Responsibilities:
• Appropriate use of all monitoring tools available to enable identification and capturing of network faults and or alarms and taking appropriate action as per defined standards and procedures. Solarwinds, Cacti, U2000, Intermapper, Nagios, Sandvine etc.)
• Receive queries from clients, create Incident tickets and maintain accurate and timely updates in the ticketing system, escalate incidents as needed to relevant teams
• Carry out diagnostic checks to confirm fault and identify the cause of the network faults and or alarm.
• Perform equipment checks remotely using automated monitoring tools in accordance with established policies and procedures
• Interface directly with Internal and External Enterprise Engineers/Technicians to gather insight on the fault, receive updates and update all concerned teams based on updates received.
• Properly assess impact to core network/services and resulting impact to Customers and escalate appropriately(Receive escalations from the ETS helpdesk team and correlate those incidents into larger service impacting problems)
• Analyze recurring network incident and propose improvement plans with help from relevant teams
• Offer technical support in relation to all company products to all clients assigned to ETS team as per defined standards and procedures.
• Configure, update, and optimize the various monitoring systems
• Provide accurate and timely feedback and reports to line manager and Head of ETS as may be required
• Continuous growth in skill set through successfully getting / acquiring training resulting in demonstrable increase in skill set and thus overall improvement in output provided.
• Maintain strong situational awareness of changes being performed throughout the core network through a solid change management process.
• Meet quality objectives by following the recommended guidelines provided for quality management
• Assist Help Desk team where needed in case of influx of or as per assignment given by the shift manager.
• Any other duty as may be assigned and or delegated by line manager.
Academic/ Professional Qualifications
• Bachelor’s Degree in IT, Telecommunications, Computer Science and Engineering or related field or relevant work experience.
• 3-4 Years’ experience in a senior support role within the Telecommunication Industry Professional Knowledge
• Cisco Certified Network Associate is a Plus
• Knowledge of TCP/IP and OSI Model and standard network technologies
• Experience with network monitoring tools – Solarwinds, Cacti
Professional Skills:
Role Purpose:
The job holder will play a critical role in the “on boarding” of Branded Resellers for Telkom Kenya with a focus on the business processes.
Key Duties and Responsibilities:
• Take responsibility for evaluating, designing, executing, measuring, monitoring and controlling business processes as part of the branded reseller project.
• Work to ensure that business process outcomes are in harmony with the branded reseller’s strategic goals by working collaboratively across all departments of the organization and partners to help improve the management of the business processes.
• Focusing on the entire process from beginning to end, introducing innovation into the process that can impact results that can assist the branded reseller department to meet its business objectives and goals.
• Facilitate business process within branded reseller department and monitor other members of staff towards attaining business goals
• Construct a business process methodology toolbox
• Process managers engage employees to inspire and empower them to provide input into process change. They encourage employees to embrace the new process once it is implemented.
• Benchmark and analyze various business processes.
• Apply a holistic approach to process innovation through continuous improvement towards excellence performance
Academic/ Professional Qualifications
• Bachelor’s Degree in Business, IT, Telecommunications or other related field
• Minimum of 7 years’ experience in managing projects with a focus on business processes
• Experience of the Telecommunications industry will be an added advantage
• Solid project management experience and qualifications
• Familiarity of managing projects in a technical environment is critical
Professional Skills:
Role Purpose:
Ensuring that all the operational and logistics elements required for a smooth operation of the branded reseller program are well managed and performance is tracked.
Key Duties and Responsibilities:
• Management and placement of orders for SIM cards and their delivery to the Branded Reseller in a timely fashion.
• Strategically plan and manage logistics, warehouse, transportation and customer services
• Managing the programming of the DSTK platform takes place in a timely way against SLA’s agreed with the Branded Reseller.
• Managing all customer service operational requirements as all customers of the Branded Reseller as concerns their Telecommunications needs.
• Managing the operational relationship with the Branded Resellers.
• Direct, optimize and coordinate full SIM order cycle
• Keep track of quality, quantity, stock levels, delivery times, transport costs and efficiency
• Maintain operations metrics and analyze data to assess performance and implement improvement.
Academic/ Professional Qualifications
• Bachelor’s Degree in Business, IT, Telecommunications or other related
• At least 7 years’ experience of which 3 years must have been in management in Telecommunications industry, and preferably Mobile.
• Familiarity with managing projects in a technical environment
Professional Skills:
This position is opened to Kenyan citizens only. If you fit the required profile, please apply highlighting how your qualifications, experience and career aspirations match the requirements for this position.
Role Purpose:
She/he will work with each of the Branded Resellers (Financial institutions) to explore new products and services which can be developed in conjunction with the Branded Resellers.
Key Duties and Responsibilities:
• Ideation, conceptualization, development, launch & delivery management of a hybrid nature that will bridge telecommunications and MFS based on insights, meeting existing customers and segment needs, to drive growth and achieve revenue targets for hybrid Telco-MFS products
• Enrich our offer to the customer by developing products and services to engender greater stickiness
• Lead product innovation and understand market trends,
• Generation of new revenue streams for Telco-MFS products
• Managing the internal resources both technical and commercial to successfully deliver new products and services into the market.
• Determine product pricing by utilizing market research data; anticipating volume; product costing.
• Prepare, analyse and present various reports covering product development including key metrics on time to market, product development pipeline, ease of integration etc.
• Work in tandem with partner branded resellers to develop product business cases
Academic/ Professional Qualifications
• Bachelor’s Degree in Business, IT, Telecommunications or other related field
• Minimum of 7 years’ experience in developing products and managing internal resources both technical and commercial to successfully deliver new products
• Knowledge of the Mobile Financial Services industry and familiarity of the banking industry
• Demonstrates a solid track record of the management of a small product development team and an innovative orientation
Professional Skills:
Initiative and Hands on
Ability to work long hours to meet deadline
Innovative
Team Player
Ability to work without supervision
Results oriented
Good interpersonal skills
Strong analytical skills
Knowledge in Financial planning and strategy
Sales and pricing planning
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