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Baker Hughes
Service Delivery Coordinator – Wireline Services
Nairobi
• Kenya
Profession (Mid-level)
Accounting, finance, banking, insurance,Administrative, clerical,Agriculture, fishing, forestry, wildlife,Business, strategic management,Construction,Customer support, client care,Design, arts,Electrical engineering,Energy, power,Engineering, architecture,Entertainment,Food, nutrition,General management, leadership,Government, community development, public services,Human resources,Information technology, software development, data,Installation, maintenance, repair,Legal,Manufacturing, operations, quality,Mechanical engineering,Media, communications, languages,Medical, health,Project, program management,Research, academy,Restaurant, hospitality, travel,Sales, marketing, promotion,Security,Skilled, manual labor,Sports, beauty, wellbeing,Teaching, training,Telecommunications,Transportation, logistics, driving,
Industry (Information technology, software development, data, Mid-level)
Aeronautics,Banking, microfinance, insurance,Computers, software development and services,Education, academic,Energy, utilities, environment,Finance & FinTech,Financial Services,Health care, medical,Manufacturing,Marketing, advertising,Non-profit, social work,Outsourcing, leasing,Real estate,Telecommunications,Transportation, logistics, storage,
Seniority (Information technology, software development, data)
© Fuzu Ltd
Oasis Outsourcing
Computers + 1 more
Description
Job description: Ensure 24/7 availability and performance of network infrastructure through monitoring, incident response, escalation management, and technical support while maintaining SLAs and collaborating with cross-functional teams.
Skills: Technical- Hard Skills • TCP/IP, routing protocols, VLANs, QoS • Cisco, Ruckus, Aruba/HP, Meraki routers, switches and wireless controllers • Firewalls (Cisco ASA, Fortinet, Watchguard) • Monitoring tools (SolarWinds, PRTG, Nagios, Zabbix, and other proprietary monitoring systems like Cosmos)) • Wireshark, tcpdump, packet analysis • VPN, SD-WAN, load balancers, wired (ethernet and fiber) and wireless networking • Property Management Systems (PMS) and hospitality technology (preferred) Soft skills: • Strong communication and problem-solving abilities • Calm under pressure during critical incidents • Team collaboration and mentoring skills • Time management and prioritization
Responsibilities
Responsabilities: Network Monitoring & Performance • Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and other proprietary monitoring systems like Cosmos • Analyze performance trends, bandwidth, latency, packet loss, and KPIs • Maintain monitoring thresholds, alert policies, and SLA metrics Incident & Problem Management • Respond to alerts and outages within SLA timeframes • Perform triage, diagnosis, and manage incident lifecycle • Conduct root cause analysis and document lessons learned • Track trends and recommend preventive measures Escalation Management • Serve as primary escalation point for Tier 1 and Tier 2 support team. • Escalate complex issues to Tier 4 engineers and specialized teams • Coordinate vendor support and facilitate bridge calls during major incidents • Manage communication between technical teams, management, and stakeholders Network Operations & Maintenance • Execute firmware updates, patches, and configuration changes • Configure routers, switches, firewalls, load balancers, wireless controllers • Implement VLANs, access control policies, and VPN connections • Perform change management and maintenance window activities Troubleshooting & Support • Resolve issues across LAN, WAN, MPLS, SD-WAN, wireless networks • Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP) • Analyze traffic using Wireshark, tcpdump • Address DNS, DHCP, firewall, NAT, and VoIP issues • Work on SSID requests, conference issues and other special requests Field Technician Coordination & Dispatch Work with field technicians and coordinate tech dispatches for: • PMS (Property Management System) troubleshooting and connectivity issues • WiFi site surveys, coverage analysis, and wireless optimization • 3rd party vendor troubleshooting including video, VoIP, Conference Room Technology • Coordinate on-site troubleshooting activities and vendor escalations Documentation & Collaboration • Maintain network documentation, topology diagrams, SOPs • Create post-incident and RCA reports • Participate in capacity planning and continuous improvement initiatives • Work closely with Engineering, logistics, equipment and third-party vendors as new equipment and technologies are integrated with the production network
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