Job Opportunities at Safaricom

DESCRIPTION

We are pleased to announce the following Position in the Digital IT Department within the Technology Division.  In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

 Brief Description.

Reporting to the Senior Manager - Channels Solutions, the Channels Planning Lead is responsible for offering leading expert solutions and technical guidance in the planning, implementation and evolution all the Safaricom Customer Management Solutions. This role is also responsible for liaising with other sections/departments in the delivery of services and projects as well as maintain good working relations between the team and all stakeholders

Responsibilities

• This role will be required to lead, manage, and mentor a team of Planning Engineers and/or Analysts across the delivery team, ensuring that systems are roadmaps are aligned to the company strategy and plan for their execution.
• The role will also provide architectural guidance, consultancy, development and implementation of complex, multi-tiered, and distributed applications.
• Leads a team of Planning Engineers and Analysts that are working in planning of the customer management platforms ensuring capacity is adequate, patching, security and digital evolution to support the business strategy.
• Interface with Subject Matter Experts, following established escalation and notification paths when necessary.
• Identify improvement opportunities related to process or system-based challenges, propose and execute solutions
• Provision of in-depth technical skills to fix ad-hoc incidents/problems, mentoring and support teams to ensure best practice.
• Act as supporting leader, rather than line manager, aiming at maturing the organization readiness, vs. controlling the work
• Reporting for all the weekly tasks in form of accurate and detailed reports.
   
• Collaborate and liaise with vendors ensuring that services delivered are as per required standards and comply with company policies

QUALIFICATIONS

• Master’s or Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or other related field
• At least 4 years working experience and technical capability in Siebel CRM deployments.
• Expert understanding of Customer Support processes and integration technologies.
• At least two years in a leadership role or team lead responsibility in large delivery organization.
• Professional experience and knowledge of the Telecommunications industry preferred
• CCNA/CCNP/A+/N+; MCSE Qualification preferred
• Professional experience and knowledge of the Telco industry strongly preferred

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DESCRIPTION

We are pleased to announce the following Position in the Digital IT Department within the Technology Division.  In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

 Brief Description. 

Reporting to the Senior Manager Digital Engineering, the Agile Coach is responsible for leading and advocating for organization-wide agile transformation, motivating and energizing the organization through the agile ways of working.

 Responsibilities

• Drive and support the adoption of an agile mind set, techniques, and culture by all members of the organization.
• Work closely with agile coaches to establish consistent and best-practice agile processes and principles to guide Scrum Masters, Product Owners, and Scrum Team members.
• Define agile adoption and metrics, monitor and assess them regularly, and identify areas for improvement.
• Act as a change agent in organization-wide agile transformation and guide the organization through its agile journey and maturity.
• Adapt the organization’s agile principles, practices, standards and ceremonies, according to both best practice and Safaricom digital strategy.
• Mentor and coach all levels of the organization on agile principles, practices, roles, artefacts and ceremonies to maintain consistency of adoption and continuously improve performance.
• Define agile adoption measurements and evaluate and report the performance and adherence of the organization on a regular basis.
• Act as a catalyst to seed emerging practices and knowledge from one squad to another.

QUALIFICATIONS

• Natural servant leader, with the ability to inspire, coach, and motivate squad members to achieve the business outcome.
• Demonstrate strong knowledge and background of agile concepts
• Prior experience coaching teams in agile adoption or as a Scrum Master
• Possess certifications in agile practices e.g. Professional Scrum Master, Professional Scrum Product Owner
• Bachelor of Science Computer Science, Computer Engineering or Software Development or related subject
• Experience in the IT industry and a good understanding of the full software life cycle.

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DESCRIPTION

We are pleased to announce the following Position in the Digital IT Department within the Technology Division.  In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Brief Description.

Reporting to the Senior Manager - Channels Solutions, the position holder will be responsible for offering leading expert solutions and technical guidance in administration, service provision and availability of all the Safaricom IP Contact Center Solutions. Liaising with other sections/departments in the delivery of services and projects as well as maintain good working relations between the team and all stakeholders

Responsibilities

• Leads a team of Support Engineers and Analysts that are working in supporting call center platforms while embracing DevOps culture.
• Interface with Subject Matter Experts, following established escalation and notification paths when necessary.
• Identify improvement opportunities related to process or system-based challenges, propose and execute solutions
• Provision of in-depth technical skills to fix ad-hoc incidents/problems, mentoring and support teams to ensure best practice.
• Act as supporting leader, rather than line manager, aiming at maturing the organization readiness, vs. controlling the work
• Reporting for all the weekly tasks in form of accurate and detailed reports.
   
• Collaborate and liaise with vendors ensuring that services delivered are as per required standards and comply with company policies.
• This role will be required to lead, manage, and mentor a team of Support Engineers and/or Analysts across the delivery team, ensuring the development and maintenance of highly skilled and motivated team members
• The role will also provide architectural guidance, consultancy, development and implementation of complex, multi-tiered, and distributed applications.

QUALIFICATIONS

Must have technical / professional qualifications:

• Master’s or bachelor’s degree in Computer Science, Information Systems, Business Administration, or other related field
• At least 4 years working experience and technical capability in Genesys Contact Center deployment.
• Expert understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices
• At least two years in a leadership role or team lead responsibility in large delivery organization.
• Professional experience and knowledge of the Telecommunications industry preferred
• CCNA/CCNP/A+/N+; MCSE Qualification preferred
• Professional experience and knowledge of the Telco industry strongly preferred

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Role Purpose:

Reporting to the Enterprise Support Manager- the holder of the position will perform complex EBU 1st and 2nd Line technical support operations for global enterprise customers as well as support digital services as per respective portfolio, perform 2nd line support for escalations from the Enterprise Customer Support team and liaise with internal stakeholders and vendors to offer permanent solutions to recurring problems.

Key Responsibilities:

• Handle escalations from Safaricom Enterprise Platinum customers, its partners and Safaricom special projects;
• Research, review and recommend emerging technologies and innovative customer solutions and liaise with stakeholders for technology adoption to maximize service availability;
• Oversee fixed data partner engineers support and effectively liaise with internal subject matter experts-level 3 support players to diagnose, troubleshoot, and repair complex customer issues;
• Perform capacity monitoring and reporting on individual client circuits as well as network resources;
• Perform scheduled preventive maintenance for proactive support for global customers;
• Perform root cause analysis on issues to avoid recurrence;
• Escalate and follow up issues with NOC and relevant backend teams;
• Effectively communicate ticket status, service outages and escalate as per established customer support and escalation matrix.
• Ensure all customer solutions are documented;
• Ensure all running configurations are backed up; Ensure all Preventive and restorative procedures are documented and adhered to.
• Ensure communication progressively and properly done to all stakeholders Weekly and monthly reporting on link performance Role requirements;
• Employ Data science analytics tools to simplify and Analyze Enterprise Edge IP network logs to resolve and report running faults before they become service affecting.
• Lead Digital Empowerment of Customer facing teams to improve customer SLA and significantly reduce BAU escalations to Backend Infrastructure team.
• Lead agile collaboration activities with digital NOC team and participate in End to End EBU automation project squad.
• Optimize and monitor alerts on the Enterprise IP core and follow up on resolutions.
• Be a custodian of network documentation and improvements of the versions.
• Spares tracking and management in liaison with the responsible sections in the company for the IP devices in use.
• Fix network faults on the transport network serving the Enterprise IP network in co-ordination with the regional networks Ops team.
• 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

QUALIFICATIONS

 Technical/Professional 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 Network Connectivity Certifications on professional level .i.e. CCIP, CCNP, CCVP, CCSP HCNP, HCIP, CWNP and or above.
• Strong understanding of emerging digital technologies: SDWAN, IoT, 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.
• Basic knowledge in Python, Java, Kubernetes. Certification on the same is an added advantage
• CISA, CISM, CEH certifications are an added advantage
• 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
• Candidate should demonstrate deep and wide knowledge ITIL, Agile, SCRUM, DevNet frameworks and relevant certifications
• 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;