The Network & IT Infrastructure Officer is responsible for the design, stability, security, and performance of Digital Divide Data Kenya鈥檚 network infrastructure within a high-availability BPO environment.
This role requires a technically strong, hands-on networking professional capable of maintaining production-grade uptime standards. The successful candidate will take ownership of LAN/WAN environments, ISP redundancy, firewall configuration, and real-time incident response, while also supporting critical day-to-day IT operations across the business.
This is not a policy or coordination role. It is an operationally accountable technical position.
Key responsibilities:
A. Network Infrastructure Management (Primary Responsibility)
- Configure, administer, and maintain Cisco-based network infrastructure (routers, switches, firewalls).
- Design and manage VLAN segmentation, trunking, and routing protocols (OSPF preferred).
- Ensure network redundancy and ISP failover mechanisms suitable for 24/7 BPO operations.
- Monitor network health, bandwidth utilization, latency, and packet loss.
- Conduct proactive performance tuning to prevent service degradation.
- Maintain accurate and current network topology diagrams and IP addressing documentation.
- Manage structured cabling standards and rack organization.
B. Network Security & Risk Management
- Configure and manage firewall rules, ACLs, and network access controls.
- Monitor logs for suspicious activity and mitigate security risks.
- Support implementation of endpoint security and patch management protocols.
- Participate in disaster recovery planning and periodic failover testing.
- Ensure compliance with client security requirements and applicable data protection regulations.
C. BPO Production Support
- Provide Tier 2 technical support for network-related escalations.
- Support VoIP and call center telephony infrastructure.
- Maintain stable connectivity across production floors and support teams.
- Manage Active Directory user provisioning and related infrastructure tasks.
- Ensure printers, biometric devices, and other production-critical systems are fully operational.
- Coordinate with ISPs and external vendors during outages or escalations.
D. Monitoring, Reporting & Continuous Improvement
- Utilize network monitoring tools (e.g., PRTG, SolarWinds, Zabbix or equivalent).
- Generate monthly network uptime and performance reports.
- Conduct root cause analysis following incidents and implement corrective actions.
- Recommend infrastructure improvements aligned with growth and scalability plans.