Senior Manager – Fixed Technical Support at Safaricom Kenya

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.

 

Senior Manager – Fixed Technical Support

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience5 years
  • LocationNairobi
  • Job FieldICT / Computer 

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

Method of Application

Interested and qualified? Go to Safaricom Kenya on egjd.fa.us6.oraclecloud.com to apply

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