Regional Team Leader – Enterprise Technical Field Support, North Rift

About the role

The Regional Team Leader – Enterprise Technical Field Support will oversee field operations for the North Rift region, ensuring network performance, safety, and customer satisfaction. Reporting to the Manager, Enterprise Technical Field Support – Western Business Unit, the role combines technical supervision, contractor management, and KPI monitoring.

Key responsibilities

• Manage field operations within the assigned region to achieve KPIs such as MTTR, MTTI, MTTS and network availability (MSAN, FTTX, Switches).
• Supervise, inspect and ensure quality of contractor work.
• Prepare and continuously update schedules for preventive maintenance, route inspection and security patrols.
• Analyse recurring network incidents and customer faults, proposing improvement plans with relevant teams.
• Maintain constant communication with customers, the Customer Experience Centre and Help Desk, providing updates until incident closure.
• Enforce the use of workforce management, ticketing and service delivery tools, and ensure correct safety gear usage.
• Maintain a safe work environment by adhering to HSE, engineering standards, procedures and legal regulations.
• Perform performance management for engineers and subcontractors, tracking individual performance and implementing improvement actions.
• Assign tasks, supervise work, audit results and correct incomplete or poor‑quality tasks.
• Maintain and update regional inventory of network nodes, customer connections, media types, fiber core utilization and planning for new customers.

Required profile

• Experience managing field teams and subcontractors in a telecommunications environment.
• Proven ability to meet and exceed KPI targets such as MTTR, MTTI and network availability.
• Strong understanding of HSE and engineering standards.
• Capability to analyse network incidents and drive improvement initiatives.

Required skills

• Workforce management tools
• Ticketing tools
• Service delivery tools
• Network equipment knowledge (MSAN, FTTX, Switches)
• Fiber optic infrastructure management