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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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DESCRIPTION
We are pleased to announce the following vacancy for Manager, Fixed Delivery Assurance in the Fixed Customer Solutions Department withinTechnology Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.
Detailed Description
Reporting to the Senior Manager - Fixed Customer Solutions, the role holder will be responsible for the below:
- Estate access acquisition for coverage
- Vendor and partner management
- Financial management: budgeting, sourcing, procurement, payments, capitalization and the required respective tracking.
- Coordination, Quality Assurance and SLA (Service Level Agreement) compliance, performance management of all fixed Technology partners and vendors.
- Management of all contracts on the Fixed technical domain.
- Field force management
- Operational health and safety within the fixed management
- Fixed Assets and inventory management including warehousing.
- People management
Responsibilities
- Acquire property entry access for fixed coverage both FTTH and FWA.
- Key liaison role between operations teams, the vendor and all the relevant stakeholders.
- Assist with the setup of the fixed technology support contracts relevant to the various systems and solutions in the fixed space.
- Help define and formulate key contract deliverables as well as KPI’s and SLA’s to be measured during the life of the support contracts.
- Generate and manage on a monthly basis all penalties and service credit situations for non-adherence by the vendors or for support offered past SLAs.
- Coordination and follow up with Supply Chain and Legal on contract formulation, approvals and sign-offs.
- Support all contract transition activities including joint acceptance of the various hubs, sites, buildings and customer premise links.
- Prepare justification documents for renewal or purchase of services when contract is due for expiry.
- Initiation and drafting of the technical scope or requirements of new outsourced services contracts.
- Continuously monitor and evaluate performance of all fixed technical vendors and partners for preventive as well as corrective/reactive maintenance activities against set KPIs and SLA whilst maintaining a weekly record and carrying out an analysis of the same.
- Acquire property entry access for fixed coverage both FTTH and FWA.
- Key liaison role between operations teams, the vendor and all the relevant stakeholders.
- Assist with the setup of the fixed technology support contracts relevant to the various systems and solutions in the fixed space.
- Help define and formulate key contract deliverables as well as KPI’s and SLA’s to be measured during the life of the support contracts.
- Generate and manage on a monthly basis all penalties and service credit situations for non-adherence by the vendors or for support offered past SLAs.
- Coordination and follow up with Supply Chain and Legal on contract formulation, approvals and sign-offs.
- Support all contract transition activities including joint acceptance of the various hubs, sites, buildings and customer premise links.
- Prepare justification documents for renewal or purchase of services when contract is due for expiry.
- Initiation and drafting of the technical scope or requirements of new outsourced services contracts.
- Continuously monitor and evaluate performance of all fixed technical vendors and partners for preventive as well as corrective/reactive maintenance activities against set KPIs and SLA whilst maintaining a weekly record and carrying out an analysis of the same.
- Participate in regular Quality Assurance and Performance Audits of all service providers in all regions over all technologies and solutions.
- Document and agree with service provider on ways to improve service quality and availability.
- Identify key performance improvement requirements and timescales for delivery through continuous operational stakeholder meetings.
- Ensure the service providers comply with Root Cause Analysis requirements on faults as required with consistent trending to identify and monitor repeat fault trends then work with the vendor to reduce and eliminate where possible.
- Ensure the vendor is compliant with relevant Safaricom Health & Safety regulations
- Coordinate between all suppliers, key stakeholders and Safaricom operational teams when actions are required to improve and sustain performance.
- Setting up, managing, documenting(reporting) and tracking regular quarterly or annual review meetings with suppliers, contractors, key stakeholders and the user teams to ensure smooth partnership.
- Establish governance process for managing support services including governance review meetings to address contractual issues.
- Coordinate implementation of Improvement Plan for actions documented by the support partners.
- Coordinate monthly CAPEX/NOPEX per vendor spent reporting to finance and liaising with operations team to justify any deviation from set targets.
- Prepare annual forecast figures as may be required by Budget Team for both CAPEX and NOPEX spend.
QUALIFICATIONS
- Degree in any Technical field e.g. electrical and electronics engineering or telecoms engineering, Computer Science, etc
- 4 years and above working experience in a technical role in operations and customer experience.
- ITIL and project management certifications will be an added advantage
- Previous experience with partner management, procurement and budgeting is an added advantage.
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DESCRIPTION
We are pleased to announce the following vacancy for Manager, Fixed Network Support in the Fixed Customer Solutions Department within Technology Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.
Detailed Description
Reporting to the Senior Manager - Fixed Customer Solutions, the position holder will be required to have the following skills and knowledge;
- Fault management
- Change management
- NOPEX management
- Technical acceptances
- Preventive Maintenance
- Fiber relocations and permanent fixes
- Maintenance design reviews & approvals
- Vendor Management
- People management
Responsibilities
- To be a Single Point of Contact for Safaricom fixed passive and active infrastructure maintenance and fault management, ensuring restorations are done to the original build specification;
- Providing strategic leadership to a fixed network support function delivering network stability and reliability through proactive, predictive maintenance practices and resolving service issues for Fixed customers and ensuring the customer promise is met.
- Performing Network acceptance according to agreed Guidelines and checklist following the Delivery Milestones for Provisional, Operational and Final acceptance.
- To offer Fault Diagnosis, Prioritization, Oversee the resolution process, verify service restoration and provide root cause analysis of failure.
- To give Monthly preventive maintenance reporting and scheduling regular inspection of fiber and PM activities together with contractors and stakeholders.
- Analysing the risk and mitigation plans in cases of vandalism, Road, water & sewerage expansion, Power Utilities, new building facilities and checking for Geological changes that will affect the current locations of fiber.
- Ensuring fixed network Resiliency and availability by Performing and documenting disaster recovery tests.
- Ensuring all maintenance works is done according to Safaricom Health & Safety policies and change Management process.
- Providing spares and materials forecast for maintenance works and overseeing Spares usage and availability in correct specification, Quantity and storage.
- Performing regular on ground Audits to maintain accurate database and NQMs on Fibre routes, Duct Usage, Manholes, cable usage, fiber cores utilization and labelling;
- To provide proper Supplier management to ensure lower MTTR through workarounds to bring up service within SLA and close on Permanent restoration;
- Working closely with Fixed Planning and implementation teams on new deployment in the country and Confirm the As-built network is per the work package;
- Managing spend associated with Maintenance projects by developing Opex savings initiatives;
- To act as the Safaricom representative in the country towards the general public and local authorities (County Governments, KENHA, KURA, Railway) Landlords and other 3rd parties in managing maintenance permits and right of ways;
- Liaising with Safaricom Security teams in apprehending vandalisms;
QUALIFICATIONS
- Degree in Electrical, Electronics, Telecommunication Engineering, IT or related field;
- Work Experience of 4 years with specialized role in a fast-paced telecommunications environment –Involved in installations /commissioning and maintenance;
- Technical professional certifications will be an added advantage.
- In-depth understanding and experience in Transmission infrastructure deployment and Support life cycle will be an added advantage;
- Strong analytical and problem resolution skills
- Strong relationship building skills
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DESCRIPTION
We are pleased to announce the following vacancy for Manager, Fixed Wireless Access in the Fixed Customer Solutions Department within Technology Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.
Detailed Description
Reporting to the Senior Manager - Fixed Customer Solutions, the role holder will be responsible for the below:
- Prospecting and profiling for Fixed Wireless Access coverage.
- Planning, Design and Optimization of Fixed Wireless Access coverage.
- FWA Budgeting, Supplier Management and Quality Assurance
- FWA rollout project management and process improvement
- FWA customer onboarding and technical support
- Leadership and people Management
Responsibilities
- Provide end to end leadership to Fixed Wireless Access Planning, design and optimization of the fixed network to support both Fixed and Wireless Broadband delivery to the Home.
Network Rollout
- Delivery of timely and quality Transmission Solutions on FWA technology. Plans to be done as per the project schedule and with the correct dimensioning of capacity thresholds, availability and reliability.
- Delivery of resilient FWA Transmission Solutions and plans to meet current, medium and as well as long term requirements
- Compilation of topology maps, schematics, Google routes, building entry points & floor plans in GIS formats.
- Maintenance of an accurate database for above plans.
- Plan and Oversee resources to conduct accurate site surveys and implementation plans that ensures timely implementation as per the project timelines
- Optimal design and implementation of plans that save on CAPEX as well as Nopex.
- Compile and validate all commercial and technical requirements and incorporate them into the project design
Budgeting, Supplier Management and Quality Assurance:
- Budget estimation and project prioritization to meet Business requirements, Capex budget justifications and Calculation of ROI for projects
- Review of BOQs against the designs for FWA for Street Wi-Fi solutions.
- Cost reconciliation for projects from Business Case Assumptions, CRFs, As built status
- Supplier Management, Analysis of Subcontractors quotations & contracts and Process management with SLA setting with Supplier, Subcontractors and other 3rd parties
- Monitoring capacity threshold per site/access point in line with set KPIs (70%) booking on capacity.
- Reliability of planned design to achieve accurate, timely and economical plans e.g. performance of connection against design specs once installed.
- Liaison with radio and fixed 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
- Deliver superior customer experience in onboarding and support of FWA customers, meeting all SLAs/OLAs and customer promise.
Database management, Documentation and process improvements:
- Process engineering and automation.
- Ensuring (overall ownership) of accurate, up-to date database documentation on network planning, design and implementation in addition to capacity planning in ConnectMaster, Google Earth etc.
- Keeping accurate current network infrastructure and customer database
- Enrich and 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
- Ensuring proper process is followed with Regulators and Government Authorities and accurate records are maintained for permits and access.
Preparation of Transmission projects POC bid /RFQ documents and Evaluations.
- Learn/research on new technologies/practices in Transmission field
- Evaluate Reliability and cost effectiveness of trials introduced in the network and their ability to keep up with emerging technologies.
- Running of trials and subsequent recommendations for approval
- Development of design principles to guide future deployment
Leadership and Resource Management
- Providing direction and leadership to FWA engineers
- Task scheduling and objective settings
- Managing FWA delivery resourcing
- Making Critical planning, design and optimization decisions, and handling escalations
- Managing Capex associated with projects and developing initiatives for Nopex savings
QUALIFICATIONS
- Degree in Electrical, Electronics ,Telecommunication Engineering, computer science, IT or any technical related field
- At least 3 year’s working experience in a specialized role in a busy Telecommunications environment –Involved in Strategy Modeling, Planning, Design, Optimization, maintenance, customer support of reliable transmission systems /networks.
- In-depth understanding of Transmission infrastructure deployment life cycle
- Excellent communication and motivational skills in line with the management of a multi skilled team
- Knowledge in transport/data communication planning design and optimization tools
- Analytical skills
- Attention to details
- Communication and interpersonal skills
- Trouble shooting and problem solving skills
- Project management and business case development
- Excellent documentation and reporting skills
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DESCRIPTION
We are pleased to announce the following vacancy for Fixed Planning and Optimization engineer in the Fixed Customer Solutions Department within Technology Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.
Detailed Description
Reporting to the Manager Fixed Planning and Optimization, the role holder will be responsible for the below:
- Planning, design verification, ground survey and material inspection
- Optimization of FTTH Network Infrastructure and Rollout
- Budgeting, Capex administration & Project cost management
- Database Management, documentation and process improvement
- Preparation of Project POC/RFQ documents and evaluation.
- Material inventory management
- Vendor Management
Responsibilities
Planning, design and optimization of FTTH infrastructure to support both Fixed and Wireless Broadband delivery to the Home:
- Delivery of timely and quality Transmission Solutions on Fiber and GPON technology. Plans to be done as per the project schedule and with the correct dimensioning of capacity thresholds, availability and reliability.
- Delivery of resilient FTTH Transmission Solutions and plans to meet current, medium and as well as long term requirements
- Compilation of topology maps, schematics, Google earth routes, building entry points & floor plans in GIS formats.
- Maintenance of an accurate database for above plans.
- Plan and Oversee resources to conduct accurate site surveys and implementation plans that ensures timely implementation as per the project timelines
- Optimal design and implementation of plans that save on CAPEX as well as Nopex.
- Compile and validate all internal requests and incorporate them into the project design Budgeting:
- Budget estimation and project prioritization to meet Business requirements, Capex budget justifications.
- Review of BOQs against the designs for Fiber to the Home and Node for Street Wi-Fi solutions.
- Cost reconciliation for projects from Business Case Assumptions, CRFs, As built status
- Monitoring capacity threshold per route in line with set KPIs (70%) booking on Links, fibre cores and Ducts
- Reliability of planned design to achieve accurate, timely and economical plans e.g. performance of link against link design specs once built
- Liaise with implementation and support teams to ensure rollout follows the design and meets both the business and engineering specifications
- Database management, Documentation and process improvements:
- Ensuring (overall ownership) of accurate, up-to date database documentation on network planning, design and implementation in addition to capacity planning, fiber core provisioning In Cell base, Map info, Google Earth, NQMS, OSP Insight etc.
- Recommend changes and champion database improvement with OSS and other stakeholders
- Keeping accurate and current infrastructure database
- Adhere to the existing processes in work flow management.
Preparation of FTTH project POC bid /RFQ documents and Evaluations.
- Learn/research on new technologies/practices in FTTH field
- Evaluate Reliability and cost effectiveness of trials introduced in the network and their ability to keep up with emerging technologies.
- Running of trials and subsequent recommendations for approval
- Development of design principles to guide future deployment
QUALIFICATIONS
- Degree in Electrical, Electronics,Telecommunication Engineering or related field
- 3 years’ experience with 1 year in a busy telecommunications environment –Involved in Planning, Design and Optimization of reliable transmission systems /networks.
- In-depth understanding of Transmission infrastructure deployment life cycle
- Knowledge in transport/data communication planning design and optimization tools
- Computer literate
- Analytical skills
- Attention to details
- Communication and interpersonal skills
- Trouble shooting and problemsolving skills
- Excellent documentation and reporting skills
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DESCRIPTION
We are pleased to announce the following vacancy in the Fixed Customer Solutions Department within the Technology Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.
Reporting to the Manager – Fixed Customer Support, the position holder will be responsible for maintaining fixed consumer satisfaction through the provision of timely installation, service provisioning and resolution of last mile fixed customer requests and complains and providing leadership to the fixed dispatch function ensuring best in-class service delivery for Safaricom Fixed business both in customer onboarding and customer support.
Job Responsibilities
- Service delivery: Directly fulfil and resolve customer orders, requests and complains from commercial, front line teams and other stakeholders.
- Customer obsession: drive and deliver key customer support metrics, best practices, knowledge-based content, and methodologies that ensure the delivery of unsurpassed support and service, embedding customer obsession in every step of the customer journey.
- Partner management: Accomplish Home partner alignment and governance for customer facing resources through training, scheduling, coaching, communicating job expectations; planning, monitoring, appraising, enforcing last mile service delivery standards and quality.
- Processes: establish and improve customer service work flows and procedures for the Fixed customer Solutions department, ensuring full implementation of the technical support strategies across the Fixed business.
- Operational excellence: Determine Fixed customer service requirements by maintaining contact, visiting operational environments such as call centre, SOC, dispatch and partners, conducting surveys, forming focus groups, benchmarking best practices, analyzing information and applications.
- Strategy: Identify customer service trends and customer needs evolution, determine system and process improvements, and implement changes that improve existing service delivery strategies and bring about improvement in customer service initiatives.
- Financial management: directly responsible and accountable for validation, organizing, directing, tracking and approval of payments to partners and vendors on matters customer connections and ISP maintenance in their allocated regions.
- Asset management: directly responsible and accountable for planning, delivery, controlling, tracking and recovery of home ISP assets and distribution and accountability from home partners and technicians.
- Dispatch management: Oversee and continually review and enhance dispatch center operations, customer communication and management to ensure seamless service delivery to the last mile.
- Customer communication: uses his/her knowledge and superior experience in replying to complex customer issues, efficiently dealing with any faults leading to customer satisfaction.
- Capability management: Maximize on customer support operational performance through the provision of upskilling and empowerment to front line teams, partner ecosystem, dispatch in detecting, diagnosing and resolving technical customer issues
QUALIFICATIONS
- A customer-obsessed individual.
- Bachelor’s degree in Engineering, computer science, IT, or any technical related field
- At least 2 years experience in a fast-paced Technical Support preferably in an Internet Service provider, enterprise environment or equivalent.
- Proven customer service/support skills with internal and external customers
- Direct involvement in implementing and improving processes and customer journeys in a Fixed network environment, ISP or equivalent.
- ITIL, CCNA, CCNP, HCNA and any other technical professional certifications will be an added advantage.
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DESCRIPTION
We are pleased to announce the following vacancy for Engineer – Fixed Rollout & Implementation in the Fixed Rollout & Implementation Department within Technology Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.
Detailed Description
Reporting to the Manager -Fixed Rollout & implementation, the position holder will coordinate the delivery of Fixed Solutions from Planning, implementation, database partner & Asset management and liaise with Fixed stakeholders to ensure smooth flow of all Fixed related systems and processes in the entire Lifecycle of Fixed Build Projects.
Responsibilities
- To Lead timely project delivery to meet Business needs and projected targets on Revenue;
- To identify and manage all project Risks during implementation.
- To prepare and issue regular/weekly project progress reports for timely and accurate project status and decision support information to stakeholders;
- To maintain an accurate up to date database of all fixed estates/homes, customers, device inventory together with all related information;
- To liaise with system development teams on changes required on fixed processes and follow-up to implementation;
- To anticipate changes required in fixed systems and advice on required changes to improve customer experience and ensure stable scalability of the fixed business;
- To provide analysis of contractor delivery performance with insights on areas of improvement for better service and manage any occurring issues during Implementations
- To provide quality control of Safaricom fixed projects at all Steps of implementation & acceptance in accordance with set standards;
- To provide supplier management, and resolution of any community and 3rd party issues;
- To oversee and ensure adherence to OHS policies and stipulated code of Conduct by all suppliers;
- To oversee and manage Fibre and Fixed Wireless Access infrastructure (Aerial or Underground) build
- To monitor status of material issuance and utilization for build projects.
- Support all contract transition activities including joint acceptance of the various Estates, Homes, hubs & sites.
- Continuously monitor and evaluate performance of all Implementation vendors activities against set KPIs and SLA whilst maintaining a weekly record and carrying out an analysis of the same.
- Participate in regular Quality Assurance and Performance Audits of all partners in all regions over all technologies and solutions.
- Empower the contractor ecosystem towards continual improvement.
QUALIFICATIONS
- Bachelor’s degree or above in Electrical, Electronics, Civil, Telecommunication Engineering, IT or any related field.
- At least 3 years’ Experience in a busy Telecommunications environment involved in Fixed Implementation - A bias towards Fiber To The Home will be an added advantage.
- Good knowledge of transport/data communication, TV, WIFI, networking.
- Knowledge in Fibre Optic Cabling; Rollout, Integration, Project Planning & Management, Supplier Management, contract management and Quality Assurance.
- In-depth understanding of Transmission infrastructure deployment life cycle
- Demonstratable Knowledge in Fibre transmission technologies i.e.
- Passive Optical Networks, GPON being the bare minimum.
- Inside & Outside Plant Engineering Techniques,
- Project Planning & Management and Quality Assurance.
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DESCRIPTION
We are pleased to announce the following vacancy for Software Engineer – Robotic Process Automation in the Converged Services Operations Department within Technology Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.
Detailed Description
Reporting to the Senior Manager– Operations Support System (OSS), the position holder will be responsible for the end-to-end automation for all OSS and Telco functions that involves Robotics Process Automation. The responsibility shall but will not be limited to automation of business processes, systems integrations, customization of existing Systems, setting up of test platforms and creation and customization of reports.
Responsibilities
- Analysing user and technical stories, designing, and developing code, writing and executing unit and integration tests, and supporting testing of deliverables against user and technical story acceptance tests
- Performing peer reviews, collaborating with architects and other developers to produce “just enough” design, and ensuring that enough technical documentation and training is provided for reference and operational support.
- Developing and executing automation scripts and maintenance jobs
- Conducting peer reviews and maintaining coding standards
- Estimating user and technical stories to help inform and prioritize backlog.
- Designing modules according to user stories, UX/UI designs, and technical stories
- Reviewing design and architecture to guarantee service availability, performance, and resilience.
- Automate network workflows to speed up network rollout.
- Develop the right system access controls on new systems.
- Value for money. Achieve benefits for new investments.
- Successful completion of projects within target timelines/budget
- Version control adhered to 100%
- Ensure all new systems meet Safaricom standards.
- Retire legacy systems and drive usage of new systems.
- Implement business processes in OSS tools.
- Implement DevOps and Agile ways of working.
- Develop Microservices and DXL architecture for OSS Systems.
- Develop Robots and Artificial Intelligence components to automate repetitive tasks.
- Development methodologies – DevSecOps, Enabled for Automated CI/CD pipelines
- South Bound/Northbound Interfaces and API based integrations (e.g., Netconf - RFC 6241, Service L3 and L2 Service Provisioning, Inventory support and TL1 & 3GPP/TMF standards)
QUALIFICATIONS
- Bachelor’s degree in computer science, Telecom engineering, software engineering, information technology or an equivalent qualification
- First-hand experience in UiPath is a must.
- Knowledge of working with python, Java, VB.NET or C#.
- Microservices architecture
- Minimum 2 years of experience in a related field.
Method of Application
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