Jobs at Safaricom Kenya

Reporting to the Software Engineering Lead - Apps, the position holder will be required to develop and publish enterprise mobile applications in Android. They will collaborate with internal teams to develop functional mobile applications while working in a fast-paced environment, keeping up to date with new concepts and best practices for developing mobile applications, adopting Agile in DevOps and, team delivery.

Responsibilities

• Architect, build and maintain excellent mobile applications with clean code
• Release applications to Google Play and Huawei App stores
• Design and implement user interface components for mobile applications using from prototypes and wireframes
• Write unit, UI, integration and automated tests to ensure error-free code, performance and quality
• Integration to RESTful APIs
• Work with Coroutines to improve performance of the mobile apps
• Identify, plan and implement new mobile products, applications and protocols
• Creating efficient data queries and communicating to back-end developers on API issues
• Build reusable code and libraries for future use
• Implement clean, modern, smooth animations and transitions that provide an excellent user experience
• Work with modern tools including Confluence, Jira, Slack, GitHub etc
• Reviewing application requirements and interface designs
• Documenting application changes and developing updates
• Collecting user feedback and optimization of operational experience
• On-going app support, debug and enhancement
• Remain up to date with the technologies, concepts, best practices and news of mobile applications development
• Work closely with colleagues to constantly innovate app functionality and design
• Communicate with users to understand their needs and experiences

Qualifications

Qualifications

• Bachelor’s Degree in Computer Science or related field
• 3+ years of professional experience working with Android
• 4+ years of professional software development experience
• A very good understanding about mobile applications and programming languages such as Kotlin, Java, SqlLite, XML together with their mainstream IDEs such as Android Studio. 
• Knowledge in Swift, React Native, Flutter, Kotlin Multiplatform and Xcode is an added advantage
• A strong understanding on Single Activity and MVVM architecture patterns and Jetpack components like Navigation
• Experience in RESTful API integrations, Version Control (Git) and DevOps
• An understanding on Security Principles with regard to mobile applications and tech platforms
• Experience in developing Android applications
• A strong desire to learn and figure out how to create market leading user-friendly mobile applications
• Quick to adopt and willingness to work/deliver in a short period
• Ability to quickly absorb technical concepts and communicate them to a non-technical audience
• Passionate about robust code design
• Knowledge of UI/UX designs and wireframes
• Ability to create and maintain continuous integration and delivery of Android applications

go to method of application »

• Reporting to the Fixed Customer Support Lead, the position holder will perform daily 2nd Level customer support, customer installations, service provisioning and partner operations for FTTx customers and resolution of 1st Line escalations within SLA in order to achieve and surpass Customer experience expectation for Safaricom Fixed Business by ensuring service requests are fulfilled within defined OLA’s/SLA’s for quality service delivery.

Key Responsibilities:

• Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
• All employees have a responsibility to adhere to safety, health, and wellbeing  policies, guidelines and procedures in all actions and decisions.
• Accept and resolve escalations from 1st line support, partners and any other stakeholders and deal with customers issues raised on email/phone.
• Customer focused with a professional outward attitude.
• Troubleshoot, follow up, analyze and resolve FTTx network issues by closely coordinating with the relevant stakeholders and report on support performance.
• Support FTTx customers on in-house troubleshooting and offer alternative solutions in line with emerging technologies.
• Engage with business team & partners on the ground to understand the challenges with customer services & deployed networks and close the gaps either working with one's own team or cross-functional verticals.
• Strategize in coordination with different stakeholders to bring down the customer complaint ratios/demand consistently.
• Ensure compliance with all current customer processes and procedures in all operations.
• Be able to communicate effectively and professionally with internal and external customers.
• Perform daily Fixed partner performance tracking and reporting.
• Continuously review and recommend customer solutions to maximize service availability
• Anticipate potential problems and proactively give suggestions to partners/internal teams in areas like process adherence, technology upgrades/optimization, better service delivery and automation.
• Ensure partner satisfaction by responding to all escalations regarding delivery & fault rectification.
• Oversee Fixed customer solutions partners and effectively liaise with subject matter experts’ level 3 support to diagnose, troubleshoot, and fix complex customer issues.
• Handling escalations from all Fixed Customer Solutions stakeholders and progressively update them on resolution activities and technical customer experience initiatives.
• Perform network and customer field visits to ensure and sustain quality FTTx network infrastructure.
• Capacity monitoring and reporting on Fixed Customer Solutions ISP network resources.
• Perform scheduled preventive maintenance for proactive support of all Fixed Customer Solutions customers.
• Perform root cause analysis on all incidents and problems to avoid recurrence and issuance of incident reports on the same to home stakeholders.
• Deliver excellence in Fixed Customer management by continuously training both partners, Dispatch and 1st line support teams on troubleshooting skills and best practices.
• Proactive communication of service outages, network changes and progressively update stakeholders during faulting.
• Continuously review and improve on the existing processes to benchmark on best practices and ensure adherence.
• Tracking and reporting on FTTx Inventory management.
• Communication with management on weekly achievements/ targets/ concerns.
• Embrace and drive compliance with Health & Safety standards and provide weekly EHS reports.
• Flexibility to undertake works outside normal working hours.

Qualifications

• Bachelor’s degree in engineering, computer science, electronics, IT, Telecommunications or any related technical field.
• CCNP, CCIP, CCVP, HCNA, CWNA will have added advantage or equivalent certification.
• At least 2 years’ experience in technical support and preferably for an Internet Service provider or equivalent.
• Familiarity and experience with FTTH, GPON & wireless access technologies will have an added advantage.
• Capability to demonstrate ways to automate repetitive tasks will have an added advantage
• Proven customer service/support skills with internal and external customers