Description
Reporting to the Head of Department – Fixed Network Solutions the position holder will be responsible for translating business and customer requirements into technology requirements, developing systems, services and solutions to agreed specifications, and installing, configuring, integrating and optimizing systems, services and solutions.
Key Responsibilities
Weekly Technology Project Dashboard presented to Senior Leadership Team and other Stakeholders
Daily monitoring and reporting of Fixed Network performance and service delivery KPIs.
Timely resolution of all Fixed network issues and ensure restoration standards are always adhered to in the projects.
Delivers on the Net Promoter Score and Customer Experience metrics.
Escalate service requests to respective teams
Manage and track all capacity and performance-related issues
Manage solution providers and ensure agreed SLA’s are adhered to.
Provide performance reports and identify gaps aimed at improving services Core competencies, knowledge and experience: Business Competencies: Working With Others
Consciously takes steps to make the most of every conversation/interaction with customers and internal stakeholders
Identifies people’s needs, interests and motives to be able to influence the decisions they make
Communicates simply to excite and engage people · Pro-actively adapts own style and approach to build rapport, and work with others more effectively · Builds and maintains strong relationships and networks Operational Excellence
Targets effort and resources on high-value, high impact activity
Documentation of related product and services to support effective technical support.
Talent Management -develop well-roundedness in skillset, stretching the key staff identified.
Manage the performance of staff in the team, assign tasks, define goals and objectives for the staff, develop the skill base of the staff assigned, motivate, discipline and recommend reward of staff.
Qualifications
Degree in Computer Science or Information Technology
Certification: MCSE, MCSA, MCP or MCITP, CCNA/HCIA, HCNA, CCNP, HCNP, HCIP · ITIL V3 Certification or equivalent
ICDL Certification · A+ Certification – Hardware & Software
Cisco Certification
5 years IT Service Management experience with knowledge of IT platforms, Operating Systems, Networking – LAN/WAN & Wireless technologies, User Support and Safaricom Systems,
Experience in managing escalations using defined OLAs & SLAs,
Experience in both hardware/software/system support
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