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  • Posted: May 17, 2022
    Deadline: Not specified
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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.
    Read more about this company

     

    Enterprise Services Optimization

    Detailed Job Description

    Reporting to the Senior Manager - Enterprise Service Support, the position holder is responsible for performing complex 2nd Line technical support operations for enterprise customers as well as support digital services as per respective portfolio, perform 2nd line support for escalations from the Enterprise Service Support teams (ECS and Platinum) and liaise with internal stakeholders and vendors to offer permanent solutions to recurring problems.

    Key Responsibilities:

    • Problem management, deep dive on recurring incidents.
    • Partner management
      • Performance tracking and service reviews
      • Track and schedule customer preventive maintenance
      • Partner technical training
      • Systems  access
      • Complex site visit support
      • H and S
    • Customer project execution complex and time bound, reviews and redesigns of existing customer solutions.
    • Drive automation agenda e.g. creation of robots to create efficiencies within ESS.
    • Service migrations, relocations, decommissions, upgrades and downgrades.
    • Technical escalations  with backend teams and vendors, especially on global or specific customer incidents that work around was provided.
    • Liaison and coordination of CRQs and change management to avoid and reduce customer impact, review pre-checks and post checks.
    • Vendor and partner evaluations.
    • Enterprise customer facing systems licensing e.g managed security end point licensing.
    • Ensure all customer solutions are documented.
    • Ensure communication progressively and properly done to all stakeholders weekly and monthly reporting on link performance.

    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 and transport networks.
    • Must have network connectivity certifications on professional level .i.e. CCIP, CCNP, CCVP, CCSP HCNP, HCIP, CWNP and 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.
    • 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 and 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.
    • Ability to understand and communicate highly complex technical issues, commitment to quality.

    Closing date: 22 May 2022

    go to method of application »

    Enterprise Gold Support Engineer

    Detailed Description

    Reporting to the Enterprise Premium Support Manager- the holder of the position will perform complex EBU 1st and 2nd Line technical support operations for top tier SME & MME 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 Gold customers
    • 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 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 Gold 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
    • Liaise with vendors and fiber providers for resolution of the network faults within the agreed timelines.
    • Track QOS affecting parameters e.g. utilization and latencies on the last mile network serving enterprise customers and ensure proactive resolutions.
    • 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

    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 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;
    • Ability to understand and communicate highly complex technical issues; Commitment to quality

    Closing date: 22 May 2022

    go to method of application »

    Enterprise Platinum Support Engineer

    Detailed Description

    Reporting to the Enterprise Premium Support Manager- the holder of the position will perform complex EBU 1st and 2nd Line technical support operations for Top tier Corporate 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 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 platinum 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
    • Liaise with vendors and fiber providers for resolution of the network faults within the agreed timelines.
    • Track QOS affecting parameters e.g. utilization and latencies on the last mile network serving enterprise customers and ensure proactive resolutions.
    • 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

    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 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;
    • Ability to understand and communicate highly complex technical issues; Commitment to quality.

    Closing date: 22 May 2022

    go to method of application »

    Principal Engineer, Data Center Strategy and Energy Standards

    Detailed description

    Reporting to the Senior Manager, Data center Power Planning and Support, the position holder is responsible for Data Center Modernization strategy, Consolidation of legacy MSR’s and Data Centers. Holder will also guide Energy infrastructure standardization within Safaricom Data Centers, MSRs and OLTs as access network The successful candidate will develop and maintain gold standards in Data Centers, MSRs, OLTs and Access sites and ensure compliance by stakeholder entities/teams. The successful candidate will also prioritize initiatives that stem NoPEX rise

    Key Responsibilities:

    • Develop and maintain gold standards to be used in design, implementation and operations of power and energy infrastructure in Data centers, MGWs OLTs and Hub sites.
    • Develop and maintain gold standards to be used in design, implementation and operations of green energy solutions in Safaricom access network infrastructure including solar, wind and hybrid power systems
    • Develop and maintain SOPs and MOPs to be used in Data centers, MSRs and MGWs and track implementation
    • Track performance of power and Energy infrastructure in Data centers, MSRs and MGWs to identify and eliminate any single points of failures.
    • Perform preventive and corrective maintenance of energy systems within Data centers, MSRs and MGWs.
    • Analyze and optimize energy infrastructure in Data centers, MSRs and MGWs se energy infrastructure within Data centers, MSRs and MGWs for efficiency in operations.
    • Coordinate development and implementation of business continuity plans in relation to energy and power infrastructure in Data centers, MSRs and MGWs.
    • Track Technology evolution, digitization and cascade improvements in power system with regards to continuous efficiencies & cost reduction
    • Follow on Regulatory concerns regarding Tariff Increase, Net-Metering, track Telco industrial tariff lobbying and 2019 Energy Act guidelines gazettement to support Own generation
    • Modernization strategy of data centers that are legacy built MSRs and maintain utilization (<75%). 
    • Relocation and balancing technical capacities in all MSR’s and Data Centers whilst managing leases expiry periods.
    • Consolidation of MSR’s and Data Centers before their leases expire, Support Partnership models with reputable global players in the planned expansions

    QUALIFICATIONS

    • A minimum of bachelor’s degree in Electrical and electronics Engineering or related field
    • Must be a certified energy manager
    • Should have demonstratable experience working in power implementation works in access and core network sites ATD or AOS or their equivalents from a reputable organization.
    • Knowledge of end-to-end power infrastructure in access networks.
    • Knowledge of end-to-end power and energy infrastructure in MGWs, MSRs Hub sites and Data centers including generators, rectifiers, inverters, air conditioners, etc.
    • Must demonstrate experience in solar installations in telecommunication environment and have T3 PV certification.
    • Must demonstrate ability to design and execute works around medium voltage systems (11KV,33KV).
    • At least 7 years’ experience in Data center energy systems

    Closing date: 24 May 2022

    Method of Application

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