Specialist - Enterprise ICT Customer Support at Safaricom Kenya

JOB DESCRIPTION

Reporting to the Manager - Enterprise Managed Services Support the role of the Specialist - Enterprise ICT Customer Support is to operate day to day support for Managed Security, Cloud & Domain Services for Enterprise customers. The holder of the position will perform complex EBU 1st and 2nd Line ICT technical support operations for Enterprise customers and liaise with internal stakeholders and vendors to offer permanent solutions to recurring problems.

RESPONSIBILITIES

• Reduce customer repeat callers due to downtimes and faults on ICT Services for Enterprise customers.
• Lead and champion ICT Services capacity building effort to scale.
• Lead Digital Empowerment of Customer facing teams to improve customer SLA and significantly reduce BAU escalations to Backend team.
• Optimize and monitor alerts on the ICT Services systems and track resolutions.
• Define ICT Services Performance management metrics to measure success criteria and lead optimization efforts.
• Hold regular service review meetings liaising with EBU account management teams with enterprise customers as per portfolio
• Work closely with the customer experience teams to drive NPS 
• Co-ordinate proactive exercises on solutions offering to customers to ensure optimal performance and reduce possibilities of service outages in co-ordination with internal backend teams and support partners.
•  Lead collaborative effort with stakeholders to create ICT center of excellence, build competence for scale.
• Define, review and Optimize Enterprise ICT Services Support processes and documentations.

QUALIFICATIONS

• Degree in Telecoms, Engineering, IT, Physics or Math or any other relevant qualification.
• Minimum 3 years’ Experience in a busy ISP/Telco in managing large IP & Transport networks.
• Must have Cloud and Domain Certifications on professional level .i.e. CCIP, CCNP Cloud, Microsoft Certified: Azure Administrator Associate, HCIP-Cloud Service Solutions Architect, AWS Architect, AWS Certified Cloud Practitioner and above. and/or
• Strong understanding of emerging digital technologies: Managed Security Services (Cisco ASA/Fortinet/Cyberoam/SOPHOS), AWS, Microsoft Azure, VMware, IoT, Telematics, RPA. Certifications and practical hands-on experience on the same is an added advantage. 
• Certifications in the use and administration of security tools e.g. Firewalls/IDS/Content Filters/Antivirus/Ethical Hacking tools 
• CISA, CISM, CEH certifications are an added advantage
• Certifications in virtualization technologies: VMware, HyperV, Open Stack 
• Strong knowledge of microwave and fiber transmission and access technologies i.e. TDM,SDH plus experience with vendors like Rad
• Ability to manage/troubleshoot a large Service provider Transmission& IP network
• Conversant with IPv4, IPv6 Addressing Schemes, Variable Length Subnet Masking (VLSM), VLANs, IP QOS, Triple play services.
• Knowledge in ISP services; DNS, SMTP, POP3, RADIUS/PPPoE, Web Hosting, 
• Knowledge of data networking and networking protocols in reference to the WAN and LAN environments.
• General knowledge in all layers of data communications, customer applications and associated technologies.
• Knowledge and experience with network operating systems such as Cisco IOS, IOS-XR, IOS-XE and Huawei OS 
• Strong technical analysis, troubleshooting, and problem resolution skills, including research of customer issues, issue re-creation, and log file analysis and experience in offering technical support to enterprise customers
• Strong work ethic; Capability to influence cross-functional teams and to build trust with team, clients, and internal departments; Capacity to learn quickly and adapt to changing priorities; 
• Ability to understand and communicate highly complex technical issues; Commitment to quality.