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Safaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community projects.
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Detailed Description
Reporting to the Technical Tribe Lead – Service Management Department the position holder will provide technical leadership for the development and integration of Service Management Products & Services offered to internal and external customers with the goal of delivering high quality solutions within approved schedules.
Key Responsibilities
- To provide technical leadership in the development, configuration and integration of all Service Management solutions/systems in line with the Service Management strategy;
- To actively participate in defining strategy, roadmaps and architecture design for Service Management products;
- To drive the delivery of new ways of working in Service Management with the goal of ensuring at least 50% of Service Management projects are delivered through agile methodology;
- To ensure timely delivery of projects assigned with the goal of ensuring high quality standards are met and solutions are operationally viable. Responsible for ensuring First Time Right delivery of all solutions developed;
- To enhance processes and DevOps to improve delivery and increase efficiency by focusing on continuous improvement;
- To ensure all delivered products are accurately documented and following the DevOps cycle;
- To lead, mentor and help develop Service Management Engineers to deliver high quality solutions and demonstrate Industry best development practices;
- To ensure successful end to end configuration and integration is done in line with the change management process;
- To actively contribute to the management of the projects by ensuring timely delivery of projects assigned with the goal of ensuring high quality standards are met and solutions are operationally viable;
- To manage engagement with respective products owners and Business stakeholders;
- To perform regular team and one-on-one engagements;
- To actively participate and contribute to CAPEX & OPEX budgeting;
- To operate within approved CAPEX & OPEX expenditure for the domain to meet sectional objectives.
Qualifications
- BSc. Degree in Telecommunication Engineering/Electrical & Electronics engineering/Computer Science/IT or Software Engineering.
- Experience in running digital transformation programs successfully;
- Extensive experience working with agile methodologies, such as Scrum, Kanban, XP, BDD and TDD;
- 5 years’ experience, 2 years of which leading a team of Engineers in a busy telecommunication/ IT environment or Software Engineering;
- Proficiency in networking protocols – TCP/IP, DNS and load balancing;
- Working knowledge in Unix systems and Databases – Oracle, MySQL;
- Working knowledge of security encryption solutions – SSL, firewalls, VPN, IPsec;
- Strong experience in programming/scripting language(s) – Python, or equivalent.
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Detailed Description
Reporting to the Technical Tribe Lead – Service Management Department the position holder will perform all aspects of the Product Owner role. This includes taking ownership of the product backlog, user story content and setting priorities for the Agile Team to maximize business value. The product owner will also work within the context of a wider Product Management team, helping to define features and drive evolution of Service Management Zero Touch products and features. The Product owner will take lead of scrum teams, defining product vision, roadmap, and growth opportunities, communicating with stakeholders throughout the project.
Key Responsibilities
- To plan and prioritize product feature backlog and development for the product;
- To develop detailed product feature specifications and ensure they’re clearly understood by the development teams;
- To assess value, develop cases, and prioritize stories, epics, and themes to ensure work aligns with product strategy;
- To actively mitigate roadblocks impacting successful team completion of release/sprint goals;
- To lead the product-release plans and set expectations for delivery of new functionalities;
- To serve as the product ambassador internally and externally, sharing knowledge and answering questions related to the product.
Qualifications
- Bachelor’s degree in computer science, software engineering or any other related field;
- 7+ years in leading software teams in startups or digital native organizations;
- Experience in running digital transformation programs successfully;
- Extensive experience working with agile methodologies, such as Scrum, Kanban, XP, BDD and TDD;
- Strong knowledge of software architecture principles, patterns Experience working in cloud-native environments;
- Professional experience and knowledge of the Telecommunications industry preferred;
- Certified Scrum Developer (CSD) preferred.
go to method of application »
Detailed Description
Reporting to the Technical Tribe Lead – Service Management Department the position holder will perform all aspects of the Product Owner role. This includes taking ownership of the product backlog, user story content and setting priorities for the Agile Team to maximize business value. The product owner will also work within the context of a wider Product Management team, helping to define features and drive evolution of Service Management insights. The Product owner will take lead of scrum teams, defining product vision, roadmap, and growth opportunities, communicating with stakeholders throughout the project.
Key Responsibilities
- To plan and prioritize product feature backlog and development for the product;
- To develop detailed product feature specifications and ensure they’re clearly understood by the development teams;
- To assess value, develop cases, and prioritize stories, epics, and themes to ensure work aligns with product strategy;
- To actively mitigate roadblocks impacting successful team completion of release/sprint goals;
- To lead the product-release plans and set expectations for delivery of new functionalities;
- To serve as the product ambassador internally and externally, sharing knowledge and answering questions related to the product.
Qualifications
- Bachelor’s degree in computer science, software engineering or any other related field;
- 7+ years in leading software teams in startups or digital native organizations;
- Experience in running digital transformation programs successfully;
- Extensive experience working with agile methodologies, such as Scrum, Kanban, XP, BDD and TDD;
- Strong knowledge of software architecture principles, patterns Experience working in cloud-native environments;
- Professional experience and knowledge of the Telecommunications industry preferred;
- Certified Scrum Developer (CSD) preferred.
go to method of application »
Detailed Description
Reporting to the Technical Tribe Lead – Service Management Department the position holder will perform all aspects of the Product Owner role. This includes taking ownership of the product backlog, user story content and setting priorities for the Agile Team to maximize business value. The product owner will also work within the context of a wider Product Management team, helping to define features and drive evolution of Service Desk Products. The Product owner will take lead of scrum teams, defining product vision, roadmap, and growth opportunities, communicating with stakeholders throughout the project.
Key Responsibilities
- To plan and prioritize product feature backlog and development for Service Desk products.
- To develop detailed Service Desk product feature specifications and ensure they’re clearly understood by the development teams.
- To assess value, develop cases, and prioritize stories, epics, and themes to ensure work aligns with product strategy.
- To actively mitigate roadblocks impacting successful team completion of release/sprint goals.
- To lead the product-release plans and set expectations for delivery of new functionalities.
- To serve as the product ambassador internally and externally, sharing knowledge and answering questions related to Service Desk products.
QUALIFICATIONS
- Bachelor’s degree in computer science, software engineering or any other related field.
- 7+ years in leading software teams in startups or digital native organizations.
- Experience in running digital transformation programs successfully.
- Extensive experience working with agile methodologies, such as Scrum, Kanban, XP, BDD and TDD.
- Strong knowledge of software architecture principles, patterns Experience working in cloud-native environments.
- Professional experience and knowledge of the Telecommunications industry preferred.
- Certified Scrum Developer (CSD) preferred.
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Detailed Description
Reporting to the Manager – IT Service Desk the position holder will provide first line user support and ensure service requests from internal users are fulfilled within defined SLA’s and ensure timely service delivery.
Key Responsibilities
- Address and deliver requested services and assist with general information or customer complaints within defined timelines.
- Manage escalations from customers and ensure feedback is provided within defined timelines
- Manage in-house 3rd party vendor(s)
- Provide performance reports and identify gaps aimed at improving services
- Document and review quarterly the processes, procedures and work instructions for internal user Service Requests.
Qualifications
- Degree in Computer Science or Information Technology
- Microsoft certification: MCSE, MCSA, MCP or MCITP
- ITIL V3/4 Certification or equivalent
- ICDL Certification
- A+ and N+ Certification – Hardware & Software
- Cisco Certification: CCNA
- 2-3 years’ experience in a Service Desk or User Support environment
- Experience in managing escalations using defined OLAs & SLAs
- Experience in managing 3rd Party Vendors
- Operational Level Agreements and Service Level Agreements Management
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Brief Description
Reporting to Call Center Delivery Lead, the position holder will be responsible for application development and evolution of existing contact center service applications including integration to related service platforms.
The planner will be responsible for architecture design, analysis, creating technical specification documents, developing source code, preparing unit / integration test plans, and release management. In addition, this position is responsible for system integrations, maintenance, and support of contact center components including IVR, speech recognition, routing, and real-time and historical reporting.
Key Responsibilities
- Design and documentation systems based on provided business requirements
- Analysis of system requirements based on user stories/business requirements to ensure correct user requirements are captured.
- Perform the necessary technical design and development functionality to ensure that business application systems can be effectively developed and implemented
- Create test plans, test data sets and perform automated testing to ensure all components of the developed systems meet specifications
- Develop, deploy and maintain various contact center solutions and components, including but not limited to IVR Call flows, Routing Strategies, Reports, Voice Biometrics and Social Media solutions.
- Proper change management process including preparing for Change Advisory Board sessions, deployment and post go live product support.
- Research and provide input on design approach, performance and base functionality improvements for various procedures and applications.
- Participation and membership in various technical fora for the purpose of increasing the collective knowledge base of the team.
- Work directly with the IT support personnel and teams to resolve issues identified and escalated during daily operations.
- Research on new fit for future technologies and actively implement the viable solutions
Qualifications
- BSc. Computer Science/Software Engineering or related degree.
- 3 years + experience in software development in a busy IT environment.
- Extensive programming experience using Java, C#, Python, JavaScript, vxml Development, etc.
- 3-5 years Linux, UNIX Server Administration.
- Apache Tomcat experience and experience using IDEs like Eclipse or Genesys Composer preferred.
- Extensive experience with databases – data structures, relational data model, Stored Procedures, PL/SQL development
- Solid understanding of web services/technologies - REST/JSON, WSDL, XML, XSD;
- Experience with application security technologies (e.g. SSL) to ensure secure applications.
- Experience in Agile Development/software life-cycle development (SDLC).
- Design and Development of Genesys Routing Applications for Voice and Multi-Channel using Composer / IRD, with knowledge of SCXML and VXML will be of added advantage.
- Good understanding of cloud computing, ideally AWS and /or Azure.
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Detailed Description
Reporting to the Principal Engineer –Telco DCN Planning and Design, the position holder will be responsible for Planning and deploying;
The Telco Data Centre Networks, The VAS, OSS and Financial Services Network, Machine to Machine networks for the Core and Access Network Elements(MSSs, MGWs and BSCs projects/solutions, Inter/Intra Telco and IT Data centre connectivity, Customer Care and Retail Shops connectivity to Centralized resources.
He/ She will be part of the team that Covers the technical deployment and integrity of the solution, customer satisfaction and success. Documenting of project and the designs thereof. Delivery of customer solutions, along with corresponding documentation, and provision and development of the technical design for handover to support team.
Responsibilities
Planning, design and optimization of the Telco and IT Data Centre Networks infrastructure to support Safaricom requirements needs for Office Automation, Retail Shops and Care Centers connectivity and the Telecommunications Elements connectivity :
- Delivery of timely and quality Telco and IT DC Solutions as per business demands/needs.
- Planning and Design in accordance with project schedule and with cognizance to pertinent constraints of capacity thresholds, reliability etc.
- Delivery of future proof Telco and IT DCN Solution plans to meet current as well as long term requirements
- Compilation of Telco and IT DCN topologies, Network Diagrams, schematics and floor layout plans
- Planning and Overseeing resources to conduct surveys and implementation plans that ensures timely implementation as per the project timelines
- DCN design and implementation plans that saves on CAPEX and OPEX requirements
- Maintenance of Accurate IP address Schemes for use in expansions and new integrations
- Compilation and validation of all internal requests and incorporation of the same into Solution/ project design
Budgeting, Supplier Management and Quality Assurance;
- Budget estimation to meet Business requirements Capex budget justifications
- Review of BOQs against the designs for the DCN solutions
- Monitoring capacity threshold to ensure proactive upgrades are done to meet growing needs
- Reliability of planned design to achieve accurate, timely and economical delivery
- Liaison with implementation and support teams to ensure rollout follows the design and meets both the business and engineering specifications
- Definition of network KPIs , SLAs and acceptance procedures for new Services and management of service Transition to Support teams
Database management, Documentation and process improvements;
- Ensuring (overall ownership) of accurate, up-to date database documentation on DCN planning, design, implementation and capacity planning,
- Keeping accurate current infrastructure database for static and dynamic capacities
- Adhere to the existing processes in workflow management.
- Scheduled periodical audit function of on-ground data against database
- Process review and recommendation on process improvement
Preparation of Telco and IT DCN projects, POC bid /RFQ documents and Evaluations;
- Learn/research on new technologies/practices in the DCN domain
- Evaluate Reliability and cost effectiveness of trials introduced in the network and their ability to keep up with emerging technologies.
- Running of trials/POCs and subsequent recommendations for approval
- Development of design principles to guide future deployment
Leadership and Resource Management;
- Task scheduling and objective settings for self
- Managing Telco and IT DCN resources
- Making Critical planning, design and optimization decisions
- Managing Capex associated with projects and developing initiatives for Opex savings
QUALIFICATIONS
- Bachelors Degree in Engineering, Computer Science. Physics, Math or any numerate discipline, six years in Data Centre Networks , LAN, WAN involving Cisco and Huawei routers switches and Fire walls,
- In depth knowledge of routing and switching protocols.
- Foundational to Professional Certifications in Cisco, Huawei, Juniper (eg CCNA, CCNP ) or any other vendor.
- Higher certification (CCIE etc) and qualifications in Network programming Python, Perl, Ansible coupled with demonstrable real life application will be and added advantage
- Diploma holders in the disciplines coupled with at least eight years’ experience and the relevant certifications will be considered as well.
- Computer literate, Analytical skills, Attention to details
- Good Communication and interpersonal skills
- Trouble shooting and problem-solving skills
- Good documentation and reporting skills
Method of Application
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