Manager - Carrier Technical Support at Telkom Kenya

Reporting to: Deputy CTO

Band: 4.1

Department: Technology Division

Role Purpose:

To be the key coordinator of Carrier Services Projects and Faults management cycle within Technology Division for all carrier customers.This involves coordinating all Carrier surveys and implementations (to ensure they are delivered as per SLA with Technology), developing improvement plans for problematic links and service inventory documentation in order to meet customer service level requirement while delivering serving excellence.

Key Duties and Responsibilities

• Coordinate all Carrier Service Implementation requirements end to end within Technology Division (From feasibility to implementation and handover process)
• Create and update inventory of Carrier customers link (all details including service designs)
• Coordination with Technology Fault Mgmt. teams: Enterprise Technical support (ETS) , Network Management Center (NMC) and Operations&
• Maintenance (O&M) to ensure all customer complaints are attended to and resolved within SLA. Mediate in case of delays by either party and thus reduce TTR.
• Reduce customer churn due to technical faults - target 5% of Carrier customers (15 services) per quarter.
• Prepare overall weekly, monthly and quarterly Fault Management reports for ETS & NMC
• Prepare reports of achievements against targets, and recommendations for improvement based on Projects (Surveys and Implementations) and Faults.
• Documentation of all customer setups (all service activation Documents, Service Design Diagrams provided during Handover of services) and have the ETS and NMC teams fully understand end to end setup details for all customer links.
• Develop and document Improvement plans for problematic links.
• Projects and Services Review meetings with Carrier Services on weekly basis & monthly basis
• Complete trainings on schedule internal trainings and staff development program.

Academic/ Professional Qualifications

• BSC degree in IT, Computer Science, Engineering, Telecommunications or any-related technical degree from a recognized institution.
• 2-3 years and above experience in a senior support role within the telecommunication industry.
• Professional Knowledge
• Experience with managing Enterprise and Wholesale customers' expectations including project and Fault management
• Problem solving, troubleshooting and analytical thinking
• Ability to multi-task in a high pressured, time critical environment.

Professional Skills:

• Planning ,organizing and pro-active approach
• Team-work, communication and co-operation
• Self-motivated person able to work under minimum supervision
• Customer focused ,Team player, Efficient and results oriented
• Willing to work a flexible schedule to meet 24/7 business requirements

This position is open to Kenyan citizens only. If you are up to the challenge & fit the required profile, please apply highlighting how your qualifications, experience and career aspirations match the requirements for this position.