Fttx Team Lead

2 weeks ago

Midrand, South Africa Jurumani Solutions Full time

Jurumani offers an environment where creativity and the practice of building things is believed to be fundamentally useful to both the Client and Jurumani Solutions. Providing opportunity to focus on making products and business operating capabilities work, which means we often are more concerned with how systems align, orchestrate and integrate to achieve business outcomes than any single point solution, essentially building systems that make fixed and mobile telecoms services work for the consumer and enterprise markets.

The Team Lead is a senior role in the FTTx Support team. Their primary responsibility is to ensure that the IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their objective is to ensure zero missed service level agreement conditions. The Team Lead focuses on ensuring all lines of support for complex incidents through the effective leadership of a team of Engineers.

**The Team**:
A group of FTTX 2ND Line Engineers will be reporting into the FTTX Team Leader.

**Role responsibilities and key focus areas**:

- Monitor infrastructure from finish to end.
- Ensure that assigned infrastructure at the client site is configured, installed, tested and operational.
- Take responsibility for ensuring that the software is installed and configured according to client requirements.
- Identify problems and errors prior to or when they occur.
- Log such incidents in a timely manner with the required level of detail necessary.
- Liaise with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
- Ensure resolution of incidents and requests.
- Investigate second line support calls assigned to the team and identify the root cause of incidents and problems.
- Ensure the efficient and comprehensive resolution of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members.
- Report and escalate issues to 3rd party vendors if necessary.
- Take full ownership for managing the incident to resolution within the service level conditions.
- Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the business.
- When required take responsibility receiving calls and incidents from Account Managers, Partners and providers.
- Assist in analysing, assigning and escalating the support calls, also provide telephonic support to clients where required.
- Act as people manager to a team of Engineers, taking responsibility for the operational management of the team, creating and executing plans and reporting on team activities in the required forums.
- Ensure that employees reporting to them are engaged and understand their career opportunities, by taking responsibility for the training and development of their team members.
- Responsible for producing reports that are necessary for the correct operation of processes.
- Identify failures and shortcomings in the current processes and escalate with recommendations.
- Strictly comply with all processes and procedures as prescribed by the business.
- Communicate well and to capture all pertinent details when required will contribute to their success.
- Responsible for the day to day performance of the self-build field partners
- Deal with escalations for all FTTH service requests, social media complaints and CEO escalations

**Technical Skills and experience**:

- At least 10 years’ relevant experience
- At least 8 years’ experience as a Technical Team Leader within the Technology Industry
- Engineering background with CCNA/CCNP

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