THAGUAMBI KELVIN MUTHOMI
SOC TEAM MANAGER
Summary
I am a Passionate people manager with over a decade of experience in Telecommunications, Team Management, Service Management, Incident & Fault Management.
Overview
11
11
years of professional experience
Work History
SOC TEAM MANAGER
SAFARICOM.PLC
09.2022 - Current
- Managing all faults across Digital IT, Enterprise, and Telecommunications network
- Managing a team of 15 cross functional engineers in delivering day to day operations and solutions at the SOC
- Excellent communication & presentation of updates to senior leadership, the business and to the customers
- Developing and implementing performance improvement strategies and plans to promote continuous improvement.
- Ensuring full control of all planned works in the live network, including third-party activities on the network.
- Successfully recruiting, developing, and retaining a high performing team with clear objectives and career development plans
- Managing OPEX in the section
- Successful automation of End of shift report saving on 2.5 hours daily on time previously used to prepare the report.
- Leading the team to a 99% SLA on assigned Tickets.
- Led automation for KPLC reference numbers, cutting processing time by 96% and freeing engineers for priority tasks.
MAJOR INCIDENT MANAGER
SAFARICOM.PLC
05.2020 - 08.2022
- Incident and Crisis management
- Giving regular updates on outages on the network to Senior Management
- Development and analysis of incident management reports on various key aspects of the Network
- Fast tracking major and critical incidents to Provide quick and timely resolution resulting in reduced business impact.
- Incident management FTTH report automation
- Design and implementation of incident management handover template that has enabled smooth transition from one NOC shift to the next
- Top performer rating 3 years in a row.
NOC TEAM LEADER
SAFARICOM.PLC
04.2018 - 05.2020
- Overseeing day to day operations at the NOC; Timely incident detection, analysis, resolution, escalation and communication according to defined OLA’s & SLA’s on all faults across the network.
- Development and analysis of various management reports on various key aspects of the Network; Service and quality assurance
- End to end quality checks on network elements i.e. RAN, CORE and IP and transport;
- Management of 3rd party vendors (MSPs) and enforcing agreed SLA and KPIs
- BTS site access management
- I was able to automate the change request report sent out at the end of Noc shifts.
- I Championed HQ and JCC IT Data centers environmental alarm extension, monitoring and escalation matrix to the NOC. This helped improve stability of IT services hosted in the data centers.
- I led the team to a 4.2 minutes MTTD against a set target of 6 minutes.
NOC ENGINEER
SAFARICOM.PLC
06.2016 - 03.2018
- Monitoring and first Line fault resolution and escalation of services according to defined OLA’s & SLA’s.
- Actively following up on Incidents and faults in collaboration with the regional network’s teams, Incident Management teams and other stakeholders.
- Proactive monitoring and detection of risks and events before they result to incidents.
- Change implementation tracking, access control, and major/critical incident management by establishing Root Cause Analysis from the numerous NOC desks i.e RAN, VAS-MPESA and CORE desk.
- Incident notification to stakeholders and tracking of network performance degradation.
- First line resolution of 93% on all relevant faults
- Mean time to detect faults average of 4.5 minutes
- Took part in a project that developed a unified monitoring tool as part of the next Generation NOC process improvement.
Customer Support Engineer
Callkey Networks EA Ltd
02.2015 - 05.2016
- Company Overview: an ISP
- Network configuration, Cabling, monitoring and graphing - (cacti and Nagios)
- Providing Technical support to customers on call, chat and email
- Site visits, surveys, VSAT and WiMAX installations, configurations and commissioning
- Customer ticket resolution and escalation for further technical assistance
- An ISP
- Successful migration of VSAT dishes from KU band to KA band for over 150 customers across Kenya, Somalia and South Sudan.
Technician
Takamoto Biogas
01.2014 - 12.2014
- Company Overview: shutter energy
- Design and fabrication of a GSM based smart gas meter
- Deployment and technical support for the gas meter
- Billing system customer support.
- Research and development for new products
- Shutter energy
- Delivered a smart meter to the customer in two months against a target of 3 months.
- Championed a new charging model that increased sales.
Education
BSc. - Telecommunication and information Engineering
Jomo Kenyatta University of Agriculture And Technology
ITIL® 4 Specialist Create, Deliver And Support - IT
AXELOS
04.2001 -
Professional Scrum Master -
Scrum.org
04.2001 -
Telecommunications Technical Personnel License (A) -
Communications Authority of Kenya
04.2001 -
Robotic Process Automation- -
UI Path
04.2001 -
Cisco Certified Network Associate (CCNA) -
Cisco
04.2001 -
ISO 20000:2018 Internal Auditor -
BSI
04.2001 -
Skills
Fault Management
Incident management
Operational excellence
Team leadership
Teamwork and collaboration
Timeline
SOC TEAM MANAGER
SAFARICOM.PLC
09.2022 - Current
MAJOR INCIDENT MANAGER
SAFARICOM.PLC
05.2020 - 08.2022
NOC TEAM LEADER
SAFARICOM.PLC
04.2018 - 05.2020
NOC ENGINEER
SAFARICOM.PLC
06.2016 - 03.2018
Customer Support Engineer
Callkey Networks EA Ltd
02.2015 - 05.2016
Technician
Takamoto Biogas
01.2014 - 12.2014
ITIL® 4 Specialist Create, Deliver And Support - IT
AXELOS
04.2001 -
Professional Scrum Master -
Scrum.org
04.2001 -
Telecommunications Technical Personnel License (A) -
Communications Authority of Kenya
04.2001 -
Robotic Process Automation- -
UI Path
04.2001 -
Cisco Certified Network Associate (CCNA) -
Cisco
04.2001 -
ISO 20000:2018 Internal Auditor -
BSI
04.2001 -
BSc. - Telecommunication and information Engineering
Jomo Kenyatta University of Agriculture And Technology
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