Operational Excellence Analyst at Safaricom Kenya

Brief Description

Reporting to the Manager – Operational Excellence, the position holder will be responsible for reporting on the performance on all the defined operational processes for Technology Departments and driving process compliance through engagements with the respective service owners.

Responsibilities

• Engage the respective service owners to ensure excellence in operations and service delivery.
• Prepare daily, weekly and monthly reports on the various domains as per the defined process categories and KPIs.
• Ensure information is collected from the correct data sources.
• Track compliance action items on BCP, Backup, Version management, SLM, Availability Management and Knowledge Management
• Review and automate reports/dashboards through own initiative or based on user requirements.
• Interact with service owners on initiatives for continuous service improvement.
• Document the Operational Excellence work instructions, policy and processes.
• Design report layouts to achieve simplicity and visualization for the captured requirements.
• Ensure that customer SLA's exist and are kept up to date.
• Ensure proper SLA's are configured on the service management suite.
• Report to the various internal customers on technology service delivery.
• Conduct customer satisfaction surveys for the internal customers.

Qualifications

• Degree in IT or Computer Science or Telecommunications or Technical Related Field;
• Experience in Data Analytics
• Experience in SQL, Python scripting and Power BI
• Experience in Process Governance especially using ITIL Framework.
• Agile and Scrum certified
• Attention to details and analytical thinking.
• Excellent communication, presentation and interpersonal skills
• Certifications – ITIL Foundation; CCNA; ITIL Intermediate courses and Data Analytics are an added advantage.