Engineer - Service Analytics Insights at Safaricom Kenya

DESCRIPTION

We are pleased to announce the following vacancy in the Service Management Department 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 Manager, Service Analytics & Insights, the position holder will be responsible in ensuring best customer experience for the mobile and fixed customers.

Key Responsibilities:

• Develop real-time & historical voice and data KPIs from probe data towards building a complete Customer Experience Management platform
• Automation of the customer network issues resolution process which are raised through the various customer channels
• Offer support to customer care team in first line troubleshooting of network complaints raised by customers
• Develop crowdsourcing insights platform based on requirements provided by technology and business teams
• Safaricom’s single point of contact with the crowdsourcing providers on Technical issues that may arise or in making new requests
• Collaborate with the Terminals department by providing device insights based on requirements
• Collaborate with the Technology teams towards delivering initiatives in the customer obsession stream such as congestion relief, best video streaming network & resolution of network underutilization to within targets
• Development and support of tools that shall be key towards improving customer network experience such as mobile apps and web portals
• Providing network and customer insights through prescriptive and predictive analytics

QUALIFICATIONS

• Bachelor’s Degree in Telecom engineering /electrical & electronics engineering/IT.
• Good knowledge of Mobile & Fixed network environment and operations
• Good understanding of the data analysis tools - oracle databases, MySQL, Splunk, Power BI
• Programming in python, java
• Basic level statistics
• Ability to analyze large data sets
• Good understanding of mobile app and web development
• Knowledge of Cloud computing
• Ability to work with cross-functional teams and handle multiple simultaneous projects