Telkom
Position: Enterprise Technical Support Engineer
Role Purpose: To provide to all clients, technical support and troubleshooting
guidance together with relevant teams within the organization, in areas
pertaining to Wide Area Network (WAN), Local Area Network (LAN), Internet,
data, voice, mail and LAN services queries from customers satisfactorily within
the defined scope and laid down standards processes & procedures within the
Helpdesk or Onsite & carry out service reviews with clients ensuring they
derive value from services provided by TKL.
Position: Enterprise Technical Support Engineer
Region: Nairobi
Reporting to: Enterprise Technical Support Helpdesk Manager
Band: 2.2
Department: Technology Division
Key Duties and Responsibilities
·
Appropriate use of all monitoring
tools available to enable identification and capturing of network faults and or
alarms and taking appropriate action as per defined standards and procedures.
Solarwinds, Cacti, U2000, Intermapper, Nagios, Sandvine etc.)
·
Create Incident tickets and maintain
accurate and timely updates in the ticketing system, escalate incidents as
needed to relevant teams
·
Carry out diagnostic checks to
confirm fault and identify the cause of the network faults and or alarm.
·
Perform equipment checks remotely
using automated monitoring tools in accordance with established policies and
procedures
·
Interface directly with Internal and
External Enterprise Engineers/Technicians to gather insight on the fault,
receive updates and update all concerned teams based on updates received.
·
Properly assess impact to core
network/services and resulting impact to Customers and escalate
appropriately(Receive escalations from the ETS helpdesk team and correlate
those incidents into larger service impacting problems)
·
Analyze recurring network incident
and propose improvement plans with help from relevant teams
·
Offer technical support in relation
to all company products to all clients assigned to ETS team as per defined
standards and procedures.
·
Configure, update, and optimize the
various monitoring systems
·
Provide accurate and timely feedback
and reports to line manager and Head of ETS as may be required
·
Continuous growth in skill set
through successfully getting / acquiring training resulting in demonstrable
increase in skill set and thus overall improvement in output provided.
·
Maintain strong situational awareness
of changes being performed throughout the core network through a solid change
management process.
·
Meet quality objectives by following
the recommended guidelines provided for quality management
·
Assist Help Desk team where needed in
case of influx of or as per assignment given by the shift manager.
·
Continuous growth in skill set through
successfully getting / acquiring training resulting in demonstrable increase in
skill set and thus overall improvement in output provided.
·
Any other duty as may be assigned and
or delegated by line manager.
Academic / Professional
Qualifications
·
Bachelor’s degree in IT, Computer
Science, Engineering, Telecommunications or related field from a recognized
institution
·
2-3 year’s work experience in a
senior technical support role within the telecommunication industry
Professional Knowledge
·
Cisco Certified Network Associate is
a Plus
·
Knowledge of TCP/IP and OSI Model and
standard network technologies
Professional Skills:
·
Excellent communication skills and
clear English.
·
Customer & results orientation
·
Experience with managing Enterprise
customers’ expectations
·
Problem solving, troubleshooting and
analytical thinking
·
Planning and organizing and
pro-active approach
·
Team-work, communication and
co-operation
·
Ability to multi-task in a high
pressured, time critical environment.
·
Willing to work a flexible schedule
to meet 24/7 business requirements
This position is open to Kenyan
citizens only.
Position: Project Manager
Region: Nairobi
Band: 4.1
Reporting to: Head of Programs & Operations
Department: Branded Reseller.
Role
Purpose: She/he will Play a critical role in the
“on boarding” of Branded Resellers. Once initial relationships have been
established with a branded reseller and an MOU and NDA are in place a Project
Manager will be assigned by the Head of Programs and Operations, and will be
responsible for taking charge of the next phase from MOU to Launch.
The role will be to formalize with
the partner a joint project plan which identifies all the key activities,
deliverables, timescales and resources necessary to deliver and launch the
branded reseller into the market.
Key Duties and
Responsibilities
·
Manage delivery scheduled and budgets
to ensure that all branded reseller project deliverables are delivered on-time,
within scope and within budget.
·
Capability to run concurrent projects
with several partners.
·
Formalize with the partner a joint
project plan which identifies all the key activities, deliverables, timescales
and resources necessary to deliver and launch the branded reseller into the
market.
·
Builds strong relationships within
and outside the organization; networks through formal and informal avenues;
shares information, to improve collaboration throughout and beyond the
organization.
·
Use standard project methodology and
tools to track progress against deliverables, clearing and resolving issues and
reporting to senior management.
·
Prepare sound communication plans and
manager information dissemination to all project stakeholders.
·
Create and maintain comprehensive
project documentation throughout the project implementation from MOU to Launch.
Academic /
Professional Qualifications
·
Bachelor’s Degree in Business, IT,
Telecommunications or other related field
·
Minimum 7 years’ experience in
managing projects within the Telecommunications industry
·
Must be a fully qualified and
accredited project manager
·
Solid project management experience
and qualifications are a pre requisite.
·
Experience with Mobile Financial
Solutions would be advantageous but not a prerequisite.
·
Familiarity of managing projects in a
technical environment is also absolutely critical.
Professional Knowledge
& Skills:
·
Strong written and verbal
communication skills
·
Strong Relationship building and
Interpersonal skills
·
Advanced analytical abilities,
business awareness and mobile money product knowledge;
·
Strong Negotiation skills;
·
Knowledge of financial analysis and
interpretation advantageous
·
Strong Risk / Control focus and
ability to apply laws, regulations and policies appropriately to meet both the
compliance obligations and business objectives;
This position is open to Kenyan
citizens only.
Position: Risk Manager
Region: Nairobi
Band: 4.1
Reporting to: Head of Internal Audit
Department: Internal Audit.
Role
Purpose: To develop an efficient risk
management program that is engrained in all aspects of the Telkom’s culture.
This will include communicating value by transforming actions into financial or
other performance terms that the Executive Management can incorporate into
strategic decisions. Should therefore be able to communicate risk in ways that
Telkom measures success and value.
Key Duties and
Responsibilities
·
Establishment of Key Risk Indicators
that assist the company in meeting its organization-wide KPIs, and measuring
the KRIs
·
Training of Executive Management,
Management Forum and Risk Champions on Enterprise Risk Management
·
Completion of company-wide risk
assessment and implementation of Risk & Control Self-Assessment in all
departments
·
Preparation of Quarterly Risk Reports
(ERM Activity Reports and Risk Analysis Reports) for Executive Management and
the Board
·
Facilitating risk forums and training
sessions for senior management and selected staff to ensure staff are on the
same page and continuously update their risks
·
Developing a unified and integrated
approach to risk management
·
Understanding Telkom’s strategy in
order to identify risks to the strategy
·
Effectively communicating risk
response activities in a manner that Executive Management will understand
·
Building risk dialogue into Telkom’s
culture, and educating management on risk issues
Academic /
Professional Qualifications
·
Bachelor’s Degree in Business,
Information Technology, Risk Management, Internal Audit or a related field from
a recognized Institution.
·
At least 3-5 years of experience in
Risk Management, Internal Auditing, Compliance and Governance or 6-8 years in
External Auditing (Big 4 experience will be a plus)
·
Unique Skills: ERM Implementation
Professional
Knowledge & Skills:
·
Strong relationship building and
interpersonal skills
·
Strong risk and controls focus and
ability to apply laws, regulations and policies appropriately to meet both the
compliance obligations and business objectives;
This position is open to Kenyan
citizens only.
If you fit the required profile,
please apply highlighting how your qualifications, experience and career
aspirations match the requirements for this position.
Application should be sent by latest
2nd May 2018 , please provide an updated Curriculum Vitae (CV) including
details of your current telephone contacts and names of three referees.
Apply through
recruitment@telkom.co.ke and ensure the job title is quoted on the subject
field.
Only shortlisted candidates will be
contacted.