Senior Engineer - Service Operations at Telkom Kenya

Reporting to    :    Senior Manager – Service Operations

Band     :         3

Department     :      Technology Division

Role Purpose: 

Responsible for delivering value to the business through technology. The goal is to ensure that the underlying service delivery and support infrastructure is optimized to provide continuous value and service to our customers.

Key Duties and Responsibilities

• Managing Vendor and Supplier relationships to support development and implementation of new business products and offers.
• Forecasting Service and capacity, planning, deployment and optimization of the platforms.
• Implementation and configuration on the service nodes, primarily focusing on business requests such as tariffs, brands, lifecycle management.
• Development, documentation and implementation of service/business continuity plans, including coordinating regular BCP testing.
• Resolve engineering related escalations of anomalies with or without vendor support as per support contracts.
• Participating in post incident reviews, root cause analysis and implementation of recommendations from the RCA report.
• Developing and maintain a knowledge base and a product catalog.
• Identifying and evaluating options for improving business systems.
• Automation of complex, manual and error-prone processes.
• Designing solutions that not only considers concepts such as abstraction and modularity but also considers aspects such as maintainability, reusability, performance, security and scalability.
• Software development in accordance with the company’s guidelines and standards along with international best practice to consistently deliver high quality solutions.
• Managing the packaging, testing and deployment of internally developed solutions.
• Documentation of the design, test plans, manuals as well as any other artifacts that help describe the function, architecture, and design of the solution.
• Providing operational support that will involve monitoring system performance, making defect repairs, testing the application after any changes are made, and tuning.
• Participating in team activities such as peer code reviews to improve the overall quality of team deliverables.
• Managing and supporting 3rd party software developers and other integration partners both internal and external. 

Academic/ Professional Qualifications

• Bachelor’s Degree in Engineering Degree or Electrical and Electronics or Telecommunications or related Field.

Professional Knowledge

• Minimum 3-5 years’ experience in Service Operations
• Knowledge of mobile money, payments, banking and relevant standards and best practices in these domains.
• Knowledge of charging, messaging, and VAS systems.
• Familiarity with the Agile Software Development Methodology.
• Business analysis skills and experience.
• Working knowledge and hands-on experience on database platforms.
• Working knowledge and hands-on experience on applications development & Unix/Linux shell scripting.
• Working knowledge on network administration.

Professional Skills

• Team player
• Initiative and hands on
• Ability to work without supervision
• Results oriented
• Ability to work long hours to meet deadlines
• Good interpersonal skills
• Innovative