Manager Intervention – Enterprise Technical Support

Reporting to:

Head of Enterprise Technical Support

Business Unit

Technology

Who We Are

Telkom is a technology company that provides integrated 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/connectivity, digital financial services, as well as network services. Powered by its vast fibre optic infrastructure, it is also a major provider of wholesale carrier-to-carrier traffic, within the country and the region.

Role Purpose:

Develop and implement Intervention engineers’ technical up-skilling programs aimed at building a superior technical intervention team. Also provide leadership, guidance to the team and responsible for reviewing team performance and ensuring that set standards, policies and procedures are followed to achieve business and sectional objectives. Regular review of processes to improve ticket MTTR, Field support and operational efficiency

Key Duties and Responsibilities

• Provide first line technical support to the call center team, while resolving assigned tickets within SLA.
• Monitor, evaluate and appraise individual and team performance and enforce the stipulated departments’ KPI’s as per the agreed SLA and Standards to meet the service level and response time objectives.
• Management of escalated technical challenges from Intervention engineers and comprehensive resolution within SLA and as per defined support processes and policies. Notification on escalations to Line manager as per guidelines and internal customers.
• Support field team while on site, aiding them trouble shoot and linking them to back office teams as needed for all Customer Care and ETS Helpdesk tickets.
• Development and implementation of continuous training, coaching, mentoring sessions for the Enterprise Intervention Engineers with an aim of improving workflow efficiencies and productivity.
• Co-ordinate with the Head of Enterprise Support to ensure all the required working resources have been provided and are efficiently utilized through effective organization and planning of team activities.
• Analyze recurring network incidents and field faults and share with the field managers for permanent resolution.
• Work with internal engineering teams, peers and team leaders to identify/isolate root cause and support implementation of solutions that have identified through problem replication.
• Track cases under Feasibility and Implementation with the respective regional team leader to ensure timely resolution.
• Support all teams in efforts to restore customer and improve customer experience in the development and implementation of processes, policies and systems to ensure operational efficiency.
• Prepare reports based on performance and highlights gaps with initiatives to improve / address the identified gaps. Reports must be shared with management for decision making.

Academic background & Professional Knowledge:

• University degree in IT/Computer Science/Electrical or Electronic or Computer Engineering/Telecommunications.
• Cisco Certifications / Huawei / Nokia on routing and switching.

Here Are The Skills & Competencies We Are Looking For:

• Advanced practical knowledge in Information Technology or Networking
• 3-6 years’ Work experience in tier 2 network support or as a support engineer.
• 3 - 4 years’ Work experience managing and leading teams within a Telco environment.
• Experience with managing Enterprise Wholesale and customer’s technical needs and expectations.

How to Apply:

Applications should be sent by providing an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees. Please note, only shortlisted candidates will be contacted. Telkom Kenya is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to tribe, religion, gender, age or disability.