Engineer-Fixed Service Assurance at Safaricom Kenya

We are pleased to announce the position of an Engineer-Fixed Service Assurance in the Service Management within the Technology Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Reporting to the Senior Manager, Service Assurance, the position holder will be responsible for reporting and driving accountability of various Fixed Services

Job Responsibilities

• Drive adoption and develop KPIs in the Fixed domain Home, Enterprise
• Drive adoption and lead KPI performance development of new growth areas e.g. IOT, Fixed Wireless Access via both 5G and 4G. 
• Lead automation efforts for Fixed Services KPIs via Power BI, Tableau.
• Formulate and drive plans geared towards achievement of superior service experience on all Fixed Services platform.
• Create service assurance strategy aimed at being fit for the future in line with Digital telco strategy
• Analytical data driven information and strategy recommendation, documentation and presentation
• Create Fixed service assurance strategy aimed at being fit for the future in line with Digital telco strategy
• Fixed Services benchmarking via either crowd souring or an appointed partner
• Create a customer experience roadmap for all Fixed services
• Perform Fixed Network Quality like Node/Interface utilization/stability while documenting degradation and following up to resolution
• Analysis of other Fixed customers touchpoint e.g. Call center demand, NPS verbatim drawing actionable insights to resolve the outliers.

Qualifications - External

• Degree in /computer science/IT/Engineering/Business related.
• Highly analytical skill
• Strong business acumen and mindset
• 1year experience in Fixed/Enterprise environment
• Ability to persuade stakeholders and to champion effective techniques through delivery
• Ability to drive initiatives without any formal authority in an ambiguous environment

Closing date: 24 June 2022