Overall Responsibility:

Provide effective leadership and oversight of the team by driving network performance, managing incidents efficiently, ensuring clear and timely communication, maintaining quality of service, supporting change management initiatives, fostering continuous service improvement, and preparing accurate network performance reports.

Location:

Nairobi

Role Responsibilities:

1. Provide first-line leadership to NOC technicians, ensuring smooth shift transitions, accurate handovers, and effective supervision.
2. Support team development through onboarding, coaching, knowledge sharing, and regular performance feedback.
3. Oversee real-time monitoring of network and service events, ensuring timely acknowledgement, escalation, communication, and resolution in line with OLAs and SLAs.
4. Manage escalations from internal teams and vendors, leading major incident coordination, vendor engagement, and SLA compliance.
5. Drive problem management by addressing recurring incidents, ensuring root cause analysis, implementing mitigation measures, and maintaining up-to-date documentation.
6. Ensure effective stakeholder communication during incidents, and maintain operational procedures, monitoring systems, and escalation matrices.
7. Contribute to continuous service improvement through tool optimization, knowledge sharing, training initiatives, and collaboration with planning/deployment teams.
8. Support reporting by preparing accurate and timely network performance reports.

Academic Qualifications:

1. Degree in Information Technology, Computer Sciences, Telecommunication, or related discipline.

Key Competencies required for the role:

1. At least 4 years’ experience in a NOC or network operations environment, including 1–2 years in a supervisory or team lead role.
2. Strong expertise in network topologies, fault identification and resolution, and implementation of mitigation measures.
3. Solid knowledge of switching (STP, VLANs), routing protocols (ISIS, OSPF, iBGP, BGP), TCP/IP, networking principles, authentication protocols, IT systems, and radio networks.
4. Experience with network automation (scripting and tool development), as well as configuration and use of network management and monitoring systems.
5. Skilled in remote technical support, troubleshooting, ticketing platforms, escalations, and clear written and verbal communication.
6. Demonstrated analytical, adaptable, and solution-oriented approach to problem-solving with strong interpersonal skills for building effective relationships.

Minimum Qualifications:

1. 4+ years of experience in a NOC or network operations environment, with at least 1–2 years in a supervisory or team lead role.
   

What’s In It for You?

1. A competitive monthly salary.
2. Additional company benefits: Medical cover, airtime allowance, home internet allowance and an annual training allowance.
3. Career growth opportunities in a rapidly expanding company.
4. Exciting work environment and culture with a dynamic, supportive team.

"We encourage Women and Persons with Disability (PWD) to apply"