Fixed Service Experience Lead at Safaricom Kenya

Description

Reporting to the Senior Manager, Fixed Technical Support, the Fixed Service Experience Lead will be responsible for providing technical solutions and support on pertinent customer experience issues. This involves diagnosis and timely resolution of network-related problems, ensuring optimal performance and uninterrupted connectivity for fixed customers. The Lead will manage support operations and lead a team of technical specialists while enhancing collaboration with other departments to maintain high standards of service experience.

Key Responsibilities

• Manage and mentor a team of technical support engineers, providing guidance and support to ensure high performance and professional development.
• Oversee Fixed network experience operations, including case management, escalations workload distribution, and adherence to service level agreements (SLAs).
• Serve as an escalation point for complex network issues, providing advanced troubleshooting and timely resolution.
• Deep analysis of experience issues to pinpoint root causes that lead to service degradation such as slow speeds, high latencies, network congestion, frequent outages and provide permanent solutions.
• Comparing performance data to industry standards or competitors to identify areas of improvement and setting performance targets.
• Analysing data on key experience metrics such as download/upload speeds, latency, and packet loss, round trip time and quantifying user experience against baselines for improvement actions.
• Generate and analyse ad-hoc and periodic reports on Fixed service experience using available reporting tools such as network monitoring and data visualization platforms.
• Analysing historical data and predicting potential future problems and taking proactive measures to prevent them.
• Develop, implement and continuously improve processes for efficiency and effectiveness of the fixed experience squad.
• Work closely with cross-functional teams within Technology division as well as other non-technical departments to address systemic issues and make necessary recommendations on improving overall service quality.
• Organize training sessions for the support team to keep them updated on the latest technologies, processes and best practices.
• Continuous monitoring and management of supplier performance against contractual obligations. Quarterly vendor performance assessments against set KPI and managing performance improvement plans.
• Managing fixed network expenditure through sustainable cost control initiative and CAPEX utilization plans on both passive and active network scopes.
• Develop and implement strategic fixed service resilience and disaster recovery plans with a short-, medium- and long-term outlooks.
• Ensure adherence to all operational policies and procedures as per internal audit guidelines and standards for Fixed Network domain.

Qualifications:

• Bachelor’s degree in engineering, Computer Science, Information Technology, or a related field with relevant industry certifications (e.g., HCNA, HCIP, CCNA, CCNP etc).
• Experience: Minimum of 3 years in a technical support role, with at least 2 years in a supervisory or managerial position, preferably within the ISP industry.
• Technical Skills: In-depth knowledge of Fixed network architecture and networking concepts, including Transmission and Core Networks with knowledge of TCP/IP, MPLS, DNS, DHCP, Wi-Fi and ability to work with different vendor solutions.
• Proficient in common service experience analysis tools for quality assurance and reporting.