Manager Enterprise Technical Support

Region: Nairobi

Reporting to: Head of Enterprise Technical Support

Business Unit: Network

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 fiber optic infrastructure, it is also a major provider of wholesale carrier-to-carrier traffic, within the country and the region. 

Role Purpose:  

Role is responsible for either Eastern Region (Nairobi South, Coast,  & Central Eastern region) Reporting to the Head of Enterprise Technical Support, the job holder will be required to Be the single point of contact for all matters Eastern regions on Network availability, service availability for customers, Ticket SLA and Ticket updates, implementation, feasibility and contractor management KPIs, and ensure adherence to Preventative maintenance and route inspection schedules while ensuring high levels of customer experience are achieved. 

Key Duties and Responsibilities

• Dashboard Management – Oversee key KPIs (MTTR, MTTI, MTTS, network availability), contractor performance, and preventative maintenance to prevent network degradation.

• Performance Management – Track, evaluate, and enhance individual and team performance, ensuring KPIs are met through regular reviews and coaching.

• Escalations Handling – Manage and resolve escalated technical challenges within SLA, adhering to support policies.

• Training & Development – Implement continuous training, coaching, and mentoring to enhance efficiency and performance.

• Team Enablement – Ensure teams have the necessary resources, staffing, and planning to minimize network outages.

• Continuous Improvement – Identify and implement solutions for recurring technical issues to enhance service delivery.

• Permanent Solutions – Collaborate with engineering teams to diagnose root causes and implement long-term fixes.

• Processes & Systems Optimization – Improve field processes, align with customer journeys, and ensure optimal utilization of resources.

• Reporting & Feedback – Analyze performance reports, address gaps, and provide timely updates to management.

• Node & Customer Inventory Management – Maintain updated records of network nodes, customer connections, and resource utilization for planning.

• Other Duties – Execute any additional responsibilities as assigned by the line manager          

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. CCNA/CCNP/JNCIA or equivalent

• Supervisory/Management certification

Here Are The Skills We Are Looking For:
• Extensive knowledge of all telecommunications network elements including radio access network, core network, IP network, transmissions network, intelligent network and value added services.

• Ability to plan and prioritize own and team’s work.

• Organization savviness; Understands the criticality of business interactions, modifies interaction approximately to get work done.

• Result orientation. Establishes criteria or work procedures to achieve a high level of productivity

How to Apply:

Applications should be sent by providing an updated Curriculum Vitae (CV) before 3rd March 2025 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.