Sifiso Thela

Team management, Incident Management, Service Management, Problem Management, Change Management, Network Operations

- Managing a team of engineers that cover all aspects of Service Desk, Service Assurance and Problem Management.
- The team manages a unique selection of customers with high SLA services that include SD-WAN, MPLS networks, VoIP, Video Conferencing and Hosting across Sub-Saharan Africa.
- Managing day to day operations of the team including ensuring that incidents and service requests are picked up and managed timeously, providing prompt feedback to customers and suppliers, escalating with our suppliers, ensuring SLA is met and delivering the highest level of service in the industry.
- To ensure that both soft skills and technical training is conducted, coaching the agents and ensuring they pursue further studies in order to progress in their careers.
- Setting KPI’s, conducting performance appraisals, performance management, disciplinarians, dismissals and recruitment.

Layer 1 & 2 Last Mile Connection (Radwin, Tellabs/Coriant, Nokia OEM)
Layer 3 CPE Connection through TR069 Protocol and CLI (Huawei HG and AR Routers)
Public IP assignment and investigations. (IP Planning)
Investigating and establishing internet sessions. (Splunk and Nokia BNG)
Cisco CPS and ACS Management (L2TP Tunnel and PPPoE Connection)
VoIP Troubleshooting (SIP Protocol, Broadsoft and Oracle Communication SBC)
LAN management (DMZ, Port Forwarding, DHCP)
Provisioning through automation system. (MSPI)

Provisioning and activation of L3 services on Huawei Enterprise Routers.
Business Analysis on complex solutions.
Scoping with partners and PMO office.
Dealing with escalations on assured Business Connect solutions.
DevOps for Business Connect.

Supervising a team responsible for end to end customer support on FTTh from sale application to post sale support.
Input into operational planning and coordination, managing department projects, reporting and quality management.

Establishing, troubleshooting and maintaining internet connection on smartphones, modems and routers.
Operating within department KPIs.

Offering customer services on mobile technical queries.
Troubleshooting and establishing mobile sessions on modems and smartphones.
Logging and managing faults and outages with back office.