Engineer – Voice Support Core at Safaricom Kenya

Description    

Reporting to the Technical Team Lead – Core Network Manager- Voice, the individual is responsible for providing 2nd level support for Core Network Voice services and systems. This role involves 2nd level incident and problem management on Core Network services and infrastructure (including MSSs, MGWs, STP, DRA, IMS & Cloud Infrastructure, Routers and Switches) as well as other systems that host voice services. The individual is expected to handle assigned Incidents, execute planned network changes, manage preventive maintenance tasks for the assigned systems, support voice network project activities to ensure they adhere to required standards, maintain inventory of all voice system assets. Also required is ability to interface and network with other business units to ensure customer facing issues are dealt with in a timely and acceptable manner with appropriate responses to queries replied in good time. The individual should ensure quality of the voice network is maintained at acceptable agreed values and take necessary steps to correct in case of any deviation or degradation.

Key Responsibilities

• Analyzing the NE logs, carrying out Database Audits, Troubleshooting and solving of arising voice network incidents
• Solution of all issues affecting customers on voice network thereby assuring the ability to call and be called and also to be able to send and receive text messages in reference to Core Voice Systems
• Providing workable and permanent technical solutions to reduce the downtime and repeat failures of Core systems
• Ensuring incidences are resolved or escalated to the relevant vendor as per the applicable SLA.
• Providing feedback on customer impacting queries to all relevant stakeholders within the Core ecosystem and relevant business units
• Perform user management audits on Core network systems within the purview of Core Support Team
• Ability to write relevant reports on any aspect of Core voice systems including performance, root cause analysis and interpretation and presentation  of the same data in different forums
• Ensure all Core systems are backed up according to regular schedules and have all systems have a Business Continuity Plan
• Continuously improve Preventive Maintenance tools and methods to meet required standards.
• Perform configuration changes on Network elements and perform necessary upgrades.
• Provisioning of new core network elements into the network and related services
• Scheduling automated tasks to meet service requirements
• Ensuring changes are least disruptive and change objectives are met.
• Work with other support teams, contractors and vendors in services integrations and management
• Ensure proper documentation after acceptance of new systems and network elements in the Core ecosystem
• Keeping a log of all changes carried out on Core systems
• Carry out Audits and keep records on assets hosted on Core systems
• Plan, Schedule and Execute business continuity management tests and activities on all Core systems

Qualifications

• Bachelor’s degree in computer science, IT, Electrical Engineering, Telecommunications or related IT field.
• Knowledge in Core Network Systems including IMS, CS, PS and SDM.
• Understanding of VoLTE, VoBB, CS and PS interfaces and protocols.
• Knowledge in scripting or programming language.
• Cloud certification will an added advantage.
• CCNA or related certification will be added advantage.
• Good report writing skills.
• Good communication and collaborative skills.
• Strong sense of integrity, responsibility and initiative.
• Self-organized, able to prioritize and execute multiple tasks efficiently.