Role purpose:
• To provide a Level 1 monitoring and support service in the Fault Management Transport area.
• Perform high level transport network assurance, support, and fault management to achieve sets of interrelated KPIs such as MW Availability, Radio Access Network Availability, IP Network Availability.
• Perform a deep dive analysis into transport network performance and maintain diagnostic network performance tools.
• Deliver insights towards performance improvement and automated network solutions in the transmission domain in order to improve network availability and customer experience.
Key accountabilities and decision ownership:
• Monitor, analyze, and drive resolution of incidents for Transport environment and serve as the first escalation point..
• Understand and work within established Service Level Agreements (SLA) to ensure a timely response to business partners.
• Participate in departmental projects
• To diagnose and resolve faults remotely- First Line Maintenance
• To notify, escalate and report on major incidents as per the fault handling and escalations procedures
• Provide assistance and support to Tier 2 and Tier 3 staff when dealing with Priority failures.
• To liaise with internal and external support teams towards fault resolution
• To continually evaluating, improving and documenting existing processes and systems
• To investigate daily reports and provide feedback on findings.
• To keep up to date with network changes and evolving network architecture
• To display awareness of various functional areas and key support personnel
• Play an active role in planning and design review in liaison with Engineering division.
• Review MOPs/SOPs.
• Manage Vendors via governance meeting and follow ups to ensure performance standards are met.
• Facilitate network testing and acceptance – in coordination with planning and infrastructure teams for all transmission related network elements i.e., Optical Transport Network (DWDM), Routers, Microwave Systems, OSP/ISP fibre network.
• Maintain database accuracy & interact with other role players to ensure conformance to business & security principles.
• Identify consistent and complex network service problems and provide suggestions for improvement initiatives including all IP, DWDM, MW, Fibre and dealing with the FLM vendor to reduce MTTR and 3rd parties’ issues.
• Support transmission engineers (both regional and centralized) for localisation of performance network faults
• Interface between field level maintenance and second line maintenance in resolving complex faults.
• Perform proper preventive maintenance of all transport network elements and document results for all allocated sites and according to the maintenance regimes.
• Ensure all required operation and maintenance processes, procedures and routines are tracked and performed as per Service Level Agreements and assure continuous operational efficiency improvement for regions.
• Overall Tx/RAN local logs/trace route and analysis of log files.
• Develop project plans to support network improvement opportunities with respect to transmission network i.e., DWDM, IP, MW, Fibre and Coordinate Network Improvement initiatives, in liaison with OEMs and Partners.
• Track performance and meet with suppliers monthly to improve on delivery, support & MTTR including 3rd Parties (Ethio Telecom, EEP, Fibre maintenance contractors)
• Design and update performance dashboards for regional use
• Performance analysis on the KPI degradation, utilization and packet loss and developing technical action plans for KPI improvement.
• Monitor Network performance to ensure network quality standards are adhered to as per the Service Level Agreements and Key performance Indicators and assure a continuous KPI and SLA improvement for the regions.
• Continually monitor and manage (where required) network related issues. Facilitate and directly drive critical issue resolution and eliminate roadblocks with respect to Network Operations.
• Key lead in the yearly budgeting exercise to ensure that network operations requirements are fully catered for in line with the operational requirements.
• Serves as the key technical liaison officer on all access transport related issues primarily with Engineering, Deployment, and Operations(including field operations)
• Additional task given from the management.
Key performance indicator:
• Network Availability/SUR (99.8%, <20 min).
• Transport Network Availability & Performance (99.8%).
• IP Transit Network Availability & Performance (Normal,99.95% and Stretch 100%).
• MW Link Fading (zero).
• OSP Fiber Maintenance (Owned & Third Party (EEP, Websprix).
• TX Capacity PO2 Availability (Normal, 99.95%; Stretch 99.99%).
• TX Capacity PO3 MTTR (Normal M<=12Hrs (AA); M<=16Hrs(≠AA); (Stretch M<=4Hrs (AA); M<=6Hrs(≠AA))
• Network Experience Dashboard KPIs (Voice, Data). Call Completion time (CSSR 99.8%, CDR 0.55%).
• MW Spectrum Re-Use (Min.5% and stretch 10% efficiencies from re-use).
• TX Resilience by reducing SPOF by three-fourth
Core competencies, knowledge and experience:
Business Competencies:
• Steers business performance by setting strategic goals
• Translates strategies into actionable plans
• Monitors performance metrics to determine the health of the business
• Understanding of Service Level Agreements
Creativity and Innovation
• Coordinates the innovation governance process through stakeholder engagement and management of the innovation roadmap and project management
• Drives the process of ideation both internally and externally by providing support through tools, techniques and processes
• Drive and cabability in automation of processes and systems
Critical Analysis and Solution Development
• Analytical thinker & solution oriented Resilient planning, evaluating statistics and raw data towards required outputs.
• Culture and Change Champion, Supportive People Manager, Relationship Builder
• Results Achiever, Operationally Astute
Working with Change
• Ability to work in ever-changing technology environment and adapting to work in complex as well as stressful environment
• Identifies emerging technologies and best practice to define future architecture and evolution roadmap.
Working With Partners
• Partners with Suppliers to develop and promote industry best practice in line with Safaricom goals.
Assurance and Optimisation
• Defines requirements to improve monitoring and diagnosis framework and tools.
• Applies root cause analysis to complex data to identify the cause of serious incidents and performance issues.
• Conducts detailed analysis of Customer and Business impact of incidents.
• Defines standards and Key Performance Indicators for maintenance and response.
Implementation & Integration
• Analyses all new implementation and integration activities in the roadmap to assess the potential impact on the business and customers.
• Defines implementation and integration objectives and quality criteria.
Functional Competencies:
• Good knowledge & experience in the Microwave, Fiber, Router, and Switches technologies.
• TDM, ATM, PDH, SDH, C/W/DWDM, IP/MPLS, MEF, IP & TX architecture, IP & TX Protocols knowledge and application.
• IP Expert in Layer 1 to 4 of OSI stack and Standards in IEEE, ITU, MEF, Optical, RF
• Knowledge of various vendor tools such as NetAct-NFM-T, NFM-P, iMaster MAE
Must have technical / professional qualifications:
• Bachelor’s degree in Electrical and Electronics Engineering, Computer Engineering, Computer Engineering, Computer Science
• 5 years’ experience with 3 years specialized role in a telecommunications environment –Involved in Transmission and IP Network operations, design, planning, installations /commissioning, and projects especially in the transmission field.
• Experience in Transport Network and services is essential
• Previous working experience within a Network Operations Centre is highly preferred
• Experienced with Incident and Problem Management practices and processes.
• Knowledge in Transport Nokia or Huawei vendor - advantages
• RAN experience – preferred
How To Apply
If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on the career portal and then Click on the apply button. Remember to attach your resume.
The closing date for receiving applications is Friday, 11th March 2025, 5:30 pm.