Regional Team Leader – Enterprise Technical Field Support, Central & Eastern

About the role

The Regional Team Leader will oversee Enterprise Technical Field Support for Telkom Kenya’s Central & Eastern region. Reporting to the Manager of Enterprise Technical Field Support – Eastern Business Unit, the role ensures network performance, timely repairs, and high‑quality field operations across the assigned area.

Key responsibilities

• Manage field operations to achieve KPI targets such as MTTR, MTTI, MTTS and network availability for MSAN, FTTx and switches.
• Supervise, inspect and ensure quality of contractor work, including safety compliance.
• Plan and update preventive‑maintenance schedules, route inspections and security patrols.
• Analyse recurring network incidents, propose improvement plans and coordinate with relevant teams.
• Maintain continuous communication with customers, the Customer Experience Centre and Help Desk, providing updates until incident closure.
• Enforce proper use of workforce‑management, ticketing and service‑delivery tools, as well as safety gear.
• Conduct performance management for engineers and subcontractors, tracking individual KPIs and implementing corrective actions.
• Maintain regional inventory of network nodes, customer connections, fiber core utilization and plan capacity for new customers.

Required profile

• Proven experience leading field‑service teams in a telecom environment.
• Strong track record of meeting operational KPIs and managing contractor performance.
• Excellent analytical skills to identify incident trends and drive improvement initiatives.
• Effective communication with customers, internal support centres and technical teams.
• Commitment to health, safety and engineering standards.

Required skills

• Network troubleshooting and fault resolution.
• Knowledge of MSAN, FTTx and switch technologies.
• Fiber‑optic infrastructure planning and utilization tracking.
• Preventive‑maintenance scheduling.
• Use of workforce‑management and ticketing tools.
• Safety‑gear compliance and HSE standards.