Telkom Kenya – Team Leader – Service Management Centre.

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Position:Team Leader – Service Management Centre

Reporting to: Manager Network and Service Management

Region: Nairobi

Band: 3

Business Unit: Technology Division

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.

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

How to Apply:

Application should be sent to by providing an updated Curriculum Vitae (CV) before 30th November 2020 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.




Telkom Kenya

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