Engineer – SLM (Service Level Management) at Safaricom Kenya

Brief Description

• Reporting to the Team Manager – SLM (Service Level Management), the position holder will be responsible for monitoring of SLA / OLA performance and compliance within Technology and external stakeholders in line with Organizations requirement. He/she will also ensure accurate Governance and documentation of processes to attain Service Operations Center deliverables by improving customer experience, service availability and avoiding revenue losses by implementing contractual agreements.

Responsibilities

• Formulates and agrees with an appropriate Service Level Management / Service Level Agreements / Operational Level Agreement structure across Technical and Supplier domains
• Organizes and maintains the regular Service Level review processes with Technology stakeholders and Service Providers
• Analyze statistics and compile accurate reports using data lake through available automation tools (RPA / Power BI / Remedy)
• Interfaces with Safaricom Risk Management Team on site access management to ensure site security is adhered to
• Provide accurate and timely SLM Reports for reviews in line with business requirements
• Negotiates and agrees with both the Customer and Service Provider any Service Level Requirements for any proposed new / developing services
• Development and analysis of relevant management reports on various key aspects of the section’s responsibilities
• Regular updates on outages and track Partner Performance
• Documentation of processes to drive the Network Operations functions
• Cost Management

 
QUALIFICATIONS

•  Degree in Electrical & Electronics / Telecommunications / Computer Science or Information Technology
• CCNA certification/CCNP certification
• Data Analytics
• Good knowledge of ITIL 4 Framework
• A minimum of 2 years’ experience in Telecommunications