Vacancies at Safaricom Kenya

Description

Reporting to the Head of Department – Fixed Network Solutions the position holder will be responsible for translating business and customer requirements into technology requirements, developing systems, services and solutions to agreed specifications, and installing, configuring, integrating and optimizing systems, services and solutions.

Key Responsibilities

• Weekly Technology Project Dashboard presented to Senior Leadership Team and other Stakeholders
• Daily monitoring and reporting of Fixed Network performance and service delivery KPIs.
• Timely resolution of all Fixed network issues and ensure restoration standards are always adhered to in the projects.
• Delivers on the Net Promoter Score and Customer Experience metrics.
• Escalate service requests to respective teams
• Manage and track all capacity and performance-related issues
• Manage solution providers and ensure agreed SLA’s are adhered to.
• Provide performance reports and identify gaps aimed at improving services Core competencies, knowledge and experience: Business Competencies: Working With Others 
• Consciously takes steps to make the most of every conversation/interaction with customers and internal stakeholders
•  Identifies people’s needs, interests and motives to be able to influence the decisions they make 
• Communicates simply to excite and engage people · Pro-actively adapts own style and approach to build rapport, and work with others more effectively · Builds and maintains strong relationships and networks Operational Excellence
• Targets effort and resources on high-value, high impact activity
• Documentation of related product and services to support effective technical support.
• Talent Management -develop well-roundedness in skillset, stretching the key staff identified.
• Manage the performance of staff in the team, assign tasks, define goals and objectives for the staff, develop the skill base of the staff assigned, motivate, discipline and recommend reward of staff.

Qualifications

• Degree in Computer Science or Information Technology 
• Certification: MCSE, MCSA, MCP or MCITP, CCNA/HCIA, HCNA, CCNP, HCNP, HCIP · ITIL V3 Certification or equivalent 
• ICDL Certification · A+ Certification – Hardware & Software 
• Cisco Certification
• 5 years IT Service Management experience with knowledge of IT platforms, Operating Systems, Networking – LAN/WAN & Wireless technologies, User Support and Safaricom Systems,
•  Experience in managing escalations using defined OLAs & SLAs, 
• Experience in both hardware/software/system support

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Description

Reporting to the Senior Manager, Fixed Technical Support, the Fixed Service Fulfillment Lead will serve as a strategic leader and key driver of operational excellence within the FTTx (Fiber-to-the-x) service fulfillment team. He/she will oversee the technical and instill customer centricity in customer onboarding last mile services, ensuring frictionless customer journeys, optimizing inside plant CAPEX and OPEX, and provide leadership to a cross-functional team that includes Engineers, Dispatchers, Field Technicians, and Partner/Vendor Management teams. He/she will lead the team in driving operational excellence, network discipline and high productivity to retain market leadership in Fixed broadband experience at above 70 points score.

Key Responsibilities

• Lead and inspire a diverse team of Engineers, Dispatchers, Field Technicians, and partners, setting clear goals, driving performance improvements and continuously assess team capabilities and provide necessary training and development opportunities to enhance technical, operational, and leadership skills within the team.
• Lead the end-to-end service fulfillment process, ensuring seamless onboarding of FTTx services of customers. This includes order management, installation, activation, and premise relocation services, while adhering to service level agreements (SLAs), inhouse wifi experience KPIs and high standards of installation workmanship.
• Streamline the service delivery process to eliminate bottlenecks, reduce delivery time, and improve the overall customer experience. Ensure efficient coordination across internal teams, contractors, and external partners.
• Lead efforts to optimize capital expenditures related to FTTx deployments and last mile installations by identifying and implementing cost-effective practices and solutions without compromising network quality or customer experience.
• Work closely with Finance and Engineering teams to identify areas of CAPEX reduction, including re-use of existing infrastructure, process automation, and innovative network designs that minimize the need for additional capital investment.
• Collaborate with other teams like Planning, Implementation, and optimization teams to Oversee the technical aspects of FTTx ISP network design and deployment, ensuring the use of scalable, future-proof Fiber network architectures. Provide technical guidance on design and troubleshooting for both FTTH (Fiber to the Home) and FTTB/FTTN (Fiber to the Building/Node) solutions.
• Evaluate new technologies and solutions in the Fiber optics industry, making recommendations for incorporating them into the inhouse experience and service delivery process to improve efficiency, customer experience, and CAPEX optimization.
• Collaboration with Sales & Customer Support: Coordinate with sales and customer experience teams to ensure alignment on customer expectations, accurate service proposals, and proactive resolution of issues.
• Effectively manage and collaborate with external partners, vendors, and contractors to ensure seamless service execution with cost-effective sourcing of materials and services, ensuring compliance with cost and quality expectations.
• Collaborate with procurement and inventory teams to streamline the supply chain process, ensure timely delivery of materials, and reduce inventory holding costs.
• Develop and monitor key performance indicators (KPIs) to track the performance of service delivery, network quality, customer satisfaction, and CAPEX optimization. Analyse data and implement corrective actions as necessary.
• Regularly evaluate service delivery processes, identifying opportunities for improvement in efficiency, customer experience, and cost management.
• Lead post-delivery review sessions to gather feedback to continuously refine the service delivery process and improve overall performance.

Qualifications:

• Educational Background: Bachelor’s degree in Telecommunications, Engineering or related technical field.
• 3+ years of experience in service delivery, project management, or operations within the telecommunications or Fixed broadband industry.
• Proven leadership experience in managing a diverse team of Engineers, Technicians, and Contractors.
• Strong technical background in FTTx networks, including FTTH, FTTB, FTTN, and Fiber optic technologies.
• Significant experience with CAPEX management, cost optimization strategies, and resource management in network deployment.

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Description

Reporting to the Senior Manager, Fixed Technical Support, the Fixed Service Experience Lead will be responsible for providing technical solutions and support on pertinent customer experience issues. This involves diagnosis and timely resolution of network-related problems, ensuring optimal performance and uninterrupted connectivity for fixed customers. The Lead will manage support operations and lead a team of technical specialists while enhancing collaboration with other departments to maintain high standards of service experience.

Key Responsibilities

• Manage and mentor a team of technical support engineers, providing guidance and support to ensure high performance and professional development.
• Oversee Fixed network experience operations, including case management, escalations workload distribution, and adherence to service level agreements (SLAs).
• Serve as an escalation point for complex network issues, providing advanced troubleshooting and timely resolution.
• Deep analysis of experience issues to pinpoint root causes that lead to service degradation such as slow speeds, high latencies, network congestion, frequent outages and provide permanent solutions.
• Comparing performance data to industry standards or competitors to identify areas of improvement and setting performance targets.
• Analysing data on key experience metrics such as download/upload speeds, latency, and packet loss, round trip time and quantifying user experience against baselines for improvement actions.
• Generate and analyse ad-hoc and periodic reports on Fixed service experience using available reporting tools such as network monitoring and data visualization platforms.
• Analysing historical data and predicting potential future problems and taking proactive measures to prevent them.
• Develop, implement and continuously improve processes for efficiency and effectiveness of the fixed experience squad.
• Work closely with cross-functional teams within Technology division as well as other non-technical departments to address systemic issues and make necessary recommendations on improving overall service quality.
• Organize training sessions for the support team to keep them updated on the latest technologies, processes and best practices.
• Continuous monitoring and management of supplier performance against contractual obligations. Quarterly vendor performance assessments against set KPI and managing performance improvement plans.
• Managing fixed network expenditure through sustainable cost control initiative and CAPEX utilization plans on both passive and active network scopes.
• Develop and implement strategic fixed service resilience and disaster recovery plans with a short-, medium- and long-term outlooks.
• Ensure adherence to all operational policies and procedures as per internal audit guidelines and standards for Fixed Network domain.

Qualifications:

• Bachelor’s degree in engineering, Computer Science, Information Technology, or a related field with relevant industry certifications (e.g., HCNA, HCIP, CCNA, CCNP etc).
• Experience: Minimum of 3 years in a technical support role, with at least 2 years in a supervisory or managerial position, preferably within the ISP industry.
• Technical Skills: In-depth knowledge of Fixed network architecture and networking concepts, including Transmission and Core Networks with knowledge of TCP/IP, MPLS, DNS, DHCP, Wi-Fi and ability to work with different vendor solutions.
• Proficient in common service experience analysis tools for quality assurance and reporting.