Jinny Software wishes to hire a Technical Support Manager for its newly established office in Nairobi, Kenya.

Role Description

• Manage delivery of Jinny Support Service for customers in the region according to the terms of the SLA and following the Global Jinny support process;
• Develop, implement and maintain local procedures as required;
• Dispatch reported issues to the Support Engineers. Follow up on issues and make sure they are fixed as per the official support timeframes;
• Make sure the support service provided meets customers’ expectation. Ensure quality in relation to customer support reporting;
• Escalate issues that cannot be resolved by the local support engineers to Dublin support centre;
• Work with corresponding regional Sales Managers/ Account Managers on customer management tactics and strategy;
• Work with Project Managers on projects implementation;
• Forecasting and planning the local requirements in relation to staffing, staff training and development, tools and resources;
• Liasing with third party hardware suppliers local support offices (e.g. HP , SUN etc);
• Manage relationship with the customers support organisation. Organise and participate in regular customer operational review meetings, conference calls etc. Acting as point of escalation for support issues and ensuring quality and timing of reporting meets expectations;
• Ensure proper record keeping using standard company information management systems: JIS & helpdesk tool;
• Ensure that the internal management reporting requirements are met.

Key requirements

• University graduate, Computer or Telecomm engineer degree. Managerial studies and experience are a plus;
• Minimum of 6 years working in an IT / Telecomm environment with previous experience working as senior engineer in a support or operations role (e.g. SMSC, MMSC);
• Solid understanding of mobile network protocols (e.g. SS7, IP, SMPP & SNMP), infrastructure and architectures (e.g. GSM, etc);
• Excellent communication skills. Good listener. Team player. Positive attitude is a must. Able to maintain good customer relations. Flexible and cooperative;
• Fluency in verbal and written English;
• Able to work under pressure and be quality oriented. Decisive and calm in any situation;
• Able to manage and motivate a small group of support engineers;
• Able to sign up to duties and ensure that support engineers reach a high technical level;
• Willing to travel on company business.

Applications

Interested candidates should send a detailed CV to kenya.applications@jinny.ie.
Please note only short listed candidates will be contacted.