Engineer - Fixed Service Assurance at Safaricom Kenya

Reporting to the Senior Manager - Service Assurance, the position holder will be responsible for operational KPIs on a Daily, Weekly and monthly basis through engagement forums such as Service Daily Briefing Calls, daily Network update, posting change evaluation reporting and End to end Network Health checks for the Fixed domain

Key Responsibilities

• Drive the adoption and develop KPIs in the Fixed domain for Home and Enterprise using OSS and other customer experience tools. 
• Drive the adoption and lead KPI performance development in new growth areas, such as IoT and Fixed Wireless Access via both 5G and 4G.
• Lead automation efforts for Fixed Services KPIs using Power BI and Tableau.
• Formulate and implement plans to achieve a superior service experience across all Fixed Services platforms.
• Develop a Fixed assurance strategy aligned with the Digital Telco strategy to ensure it is fit for the future.
• Provide analytical, data-driven information alongside strategy recommendations, documentation, and presentations.
• Create a Fixed service assurance strategy aligned with the Digital Telco strategy to ensure it is fit for the future.
• Benchmark Fixed Services through crowdsourcing or using an appointed partner.
• Create a customer experience roadmap for all Fixed services.
• Perform Fixed Network Quality assessments, such as Node/Interface utilization and stability, document degradation, and follow up until resolution.
• Analyze other Fixed customer touchpoints, such as call center demand and NPS verbatim responses, to draw actionable insights and resolve outliers.

Qualifications

• Degree in computer science, IT, Engineering or any Business related. 
• Highly analytical skill
• Strong business acumen and mindset
• 1year experience in Fixed/Enterprise environment 
• Ability to persuade stakeholders and to champion effective techniques through delivery
• Ability to drive initiatives without any formal authority in an ambiguous environment