Customer Operations Manager, Surveillance Technician, Network Security Officer at Wananchi Group (K) Ltd

On Sunday, September 22nd, 2013

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Job Title: Customer Operations Manager

Department: Technical

Location: Nairobi, Kenya

Employment Status / Type: Full Time

Position Reporting to: Wananchi Group Deputy Chief Technical Officer

Manages Others: Yes

Titles & Number of Staff Managed:

Cable Network Dispatch Coordinators
Surveillance Technicians
Network Security Officers

Job Purpose / Summary:

Reporting to the Wananchi Group Deputy Chief Technology Officer, the Customer Operations Manager, will ensure that all subscriber installation and maintenance requests are completed within agreed SLA timelines, verify that the Wananchi Group network is maintained at high standards of quality and security.

Key Roles:

1) Working closely with Wananchi Group Teams including, Cable Dispatch Coordinators, Cable Network Quality Controllers and Kenyacam to ensure that all subscriber installation and maintenance requests are completed within agreed SLA timelines as outlined in the Subscriber connection and Maintenance and Technical services agreements with Kenyacam.

Thus ensuring:

a) All subscriber installations are completed within the agreed stipulated timelines as per the agreed SLA’s.

b) All subscriber maintenance service calls are attended to and service uptime is confirmed within the timelinesas per the agreed SLA’s.

c) Ensure daily reporting and update of the Daily Dashboard reports relating to all customer operations including subscriber installation, subscriber maintenance, installation quality etc.

d) Ensure the tracking of all events relating to customer operations including tickets, work orders etc.

2) Working closely with all Wananchi Group Teams including, Surveillance Technicians, Subscriber Installation & Maintenance Teams, Network Installation & Maintenance Teams, etc. to verify that the Wananchi Group HFC & GPON networks are maintained at very high standards of quality based on independent evaluation and surveillance.

Thus ensuring:

a) Identification and Reporting of issues relating to the quality of the network in its entirety to the Network Maintenance Team for correction to the agreed quality standards.

b) Independent on-site verification that network quality issues have been corrected by the Network Maintenance Teams once reported.

3) Working closely with all Wananchi Group Teams including, Surveillance Technicians to identify and map out pirate networks in areas in which the Wananchi Group HFC & GPON networks exist and dismantle these networks in co-ordination with Network Security Officer and all the relevant Security organs.

Thus ensuring:

a) The identification and subsequent reporting on the detailed layout of pirate networks to all relevant stakeholders.

b) The dismantling of the pirate networks identified in co-ordination with all the relevant internal stakeholders and Security organs.

c) The establishment of mechanisms to ensure that previously dismantled pirate networks are not re-activated.

Qualifications, Skills & Experience:

A B.Sc. degree with a technical background Or a Diploma in IT or related technical field with at least 3 years of relevant experience
Experience in a network installation and maintenance operation.
Experience in managing customer &network operations.
Experience in design, installation and maintenance of HFC & GPON networks will be an added advantage.
Experience in writing reports. Proficient in MS Office – specifically Excel.
Must be of very high integrity and uphold high ethical standards and honesty.
Possess a valid and clean driving license.

Job Title: Surveillance Technician

Department: Technical

Location: Nairobi, Kenya

Employment Status / Type: Full Time

Position Reporting to: Wananchi Group Customer Operations Manager

Manages Others: No

Titles & Number of Staff Managed: N/A

Job Purpose / Summary:

Reporting to the Wananchi Group Customer Operations Manager, the Surveillance Technician will investigate and report on the existence of any HFC & GPON network quality and security issues as well as pirate networks.

Key Roles:

1) Working closely with all Wananchi Group Teams including, Subscriber Maintenance, Network

Maintenance and Subscriber Installations, Customer Service etc. to identify and map out pirate networks in areas in which the Wananchi Group HFC & GPON networks exist.

Thus ensuring:

a) The identification of the locations where pirate networks exist and operate.

b) Mapping out of the routes that these pirate networks are following including the location of key network elements including headends, nodes, cable routes etc.

c) Reporting on the detailed layout and extent of these pirate networks to the Customer Operations Manager and the Network Security Officer for further action.

d) Supporting the Network Security Officer in detailing of locations where pirate networks exist.

2) Working closely with all Wananchi Group Teams including, Subscriber Maintenance, Network Maintenance and Subscriber Installations, etc. to identify and ensure the quality of the Wananchi Group HFC & GPON networks.

Thus ensuring:

The identification of the locations where the quality of the network in its entirety is not of the agreed standards.
Collect evidence of these network quality issues.
Reporting these issues relating to network quality to the Network Maintenance Teamfor correction by raising of tickets in the CRM system.
On receipt of confirmation from the Network Maintenance Team that these network quality issues have been corrected, on-site verification that this is indeed the case.

Other roles include:

Working with the Wananchi Group Construction& Network Maintenance Teams to:

Understand the existing footprint of Wananchi Group’s HFC & GPON Network.
Keep track of expansion plans of Wananchi’s Group’s HFC & GPON Network into existing and new areas.
Ensure that the quality and integrity of the security of Wananchi Group’s Network is maintained.
Identify and detect noise in Wananchi Group’s Network using the relevant tools and equipment.

Qualifications, Skills & Experience:

A Diploma in IT or related technical field
Technical background is required.
Experience in a network maintenance operation.
Knowledge and experience in analyzing complex network topologies.
Experience in design, installation and maintenance of HFC & GPON networks will be an added advantage.
Experience in writing Site Survey reports. Proficient in MS Office – especially Word, Visio & mapping tools e.g. Google Earth.
Must be of very high integrity and uphold high ethical standards and honesty.
Possess a valid and clean driving license(CLASS F or G).

Job Title: Network Security Officer

Department: Technical

Location: Nairobi, Kenya

Employment Status/ Type: Full Time

Position Reporting to: Customer Operations Manager

Manages Others: No

Titles & Number of Staff Managed: N/A

Job Purpose / Summary:

Reporting to the Wananchi Group Customer Operations Manager,the Network Security Officer will help in the liaison between Wananchi Group and Government Security Organs on all issues relating to security and pirate networks.

Key Roles:

1) Overall: Working with the Wananchi Group Customer Operations Manager to co-ordinate with all the relevant Security organs including the Kenya Police Service, KPLC Security, Kenya Copyright Board etc. to enhance the security of the Wananchi Group network and to eliminate the threats posed by piracy of content and pirate networks.

Thus ensuring:

a) Receives regular intelligence information regarding piracy of content and pirate networks from internal sources (e.g. surveillance technicians) and external sources (e.g. contractors) in areas where the Wananchi Group network operates.

b) Act on the intelligence information received to co-ordinate and mobilise raids of pirate networks with all the relevant Security organs including the Kenya Police Service, KPLC Security, Kenya Copyright Board etc. as well as other affected media content providers.

c) To dismantle pirate networks identified in co-ordination with all the relevant Security organs including the Kenya Police Service, KPLC Security, Kenya Copyright Board etc. as well as other affected media content providers.

d) To co-ordinate the disposable of all the recovered pirate equipment and materials.

e) To co-ordinate and cooperate with the Wananchi Group legal team and Law enforcement agencies to ensure that previously dismantled pirate networks are not re-activated.

2) Maintain the security of the Wananchi Group network by:

a) Ensuring that there are no pirate networks operating within the environs of the Wananchi Group network.

b) Timely intervention once pirate networks have been identified to ensure they are properly dismantled.

c) Maintaining a close relationship with the relevant Government Security organs and other third-parties to ensure that they receive timely intelligence information on the installation of pirate networks in all areas of interest to the Wananchi Group.

3) Working with the Customer Operations Manager & Surveillance Technicians to:

a) Receive and track all reports of pirate networks received from surveillance technicians.

b) Act on the received information to dismantle the pirate networks ASAP in co-ordination with the relevant Security organs.

c) Ensure the security of Wananchi Group personnel as they determine the locations and network coverage pirate networks.

d) Provide regular reports on the existence of and the dismantling of pirate networks to the Wananchi Group Customer Operations Manager.

Qualifications, Skills & Experience:

It is desirable that the individual has worked as a member of Kenya’s security forces.
Diploma in IT or related technical field will be an added advantage.
Knowledge &Experience with mobilizing security operations and raids to dismantle illegal activities.
Knowledge of Kenyan Laws relating to media content, copyright infringement etc. would be an added advantage.
Must be of very high integrity and uphold high ethical standards and honesty.
Develop and display the sound judgment skills that allow him to make the right decision while under duress
Must have good administrative and organizational skills.
Ability to work with minimal supervision.
Possess a valid and clean driving license.