Vacancies at Safaricom Kenya

Reporting to the Delivery Manager – Service Management, the position holder will be responsible for designing, developing, and maintaining automation solutions for web and mobile service management applications in a data driven environment. The role will involve collaborating with cross-functional teams to optimize and streamline operations in the Service Management department with a focus on automating service management tasks through web and mobile applications and solutions.

Key Responsibilities

• Design, develop, and maintain automation solutions to enhance the efficiency of service management operations via mobile platforms.
• Collaborate with IT, Service Management, and Operations teams to identify areas for automation within service management processes.
• Implement mobile-based automation features that support service management tasks such as incident, problem, and change management, improving service delivery and user experience.
• Leverage mobile development frameworks (e.g., Flutter, Swift for iOS, Kotlin for Android) to integrate service management functions within mobile applications for field engineers and service management personnel.
• Automate workflows and integrate mobile solutions with backend service management systems (e.g., ServiceNow, Remedy) to enhance real-time service monitoring and issue resolution.
• Develop secure and efficient mobile solutions, adhering to industry best practices to address vulnerabilities and ensure data protection within the service management environment.
• Collaborate with cross-functional teams to ensure seamless integration of mobile-based automations for service management.
• Monitor and troubleshoot automated mobile service management solutions, optimizing performance and ensuring operational reliability.
• Document mobile-based automation solutions, ensuring all scripts, applications, and processes are well-documented and maintainable.
• Drive continuous improvement by identifying new opportunities for mobile automation in service management workflows.
• Extract or access data from the various data sources e.g. XML, CSV, databases and big data sources.
• Transform the data so that it is better suited for analytics.
• Load transformed data into the target databases.
• Utilize visualization tools (e.g., PowerBI, Qlik Sense, ELK) to create mobile-friendly dashboards and reports that help monitor SOC operations and service delivery metrics.
• Ensure mobile applications meet all internal standards, regulatory compliance, and security requirements.

Qualifications

• Degree or diploma in Computer Science, IT, Telecommunications, or a related field.
• Minimum of 2 years working experience in a busy heterogeneous IT environment. 
• Strong working experience with Data Structures and algorithms.
• Mandatory working experience with databases, data management and data visualization. 
• Data engineering skills in large-scale enviroments with working experience in ingesting and analyzing massive data volumes. Proficient in languages like Python and Java, to build robust ETL pipelines.
• Understanding of database management and data storage solutions on iOS and Android.
• Experience using data visualization tools like PowerBI, Qlik Sense, or similar tools to create mobile-optimized reports and dashboards.
• Experience with mobile application development for iOS and/or Android platforms (e.g., Flutter, Swift, Kotlin, Java, Objective-C).
• Working knowledge in Agile delivery methodology.
• Experience with [UI/UX design principles/tools - Sketch, Figma, Adobe XD].
• Knowledge of RESTful APIs and integrating mobile applications with service management systems.
• Experience with mobile development lifecycle, from design and development to deployment and maintenance.
• Familiarity with IT Service Management tools (e.g., ServiceNow, BMC Remedy, etc.) and their integrations as per the Enterprise Architecture blueprint.
• Proficiency with version control systems like Git.
• Knowledge of mobile security practices, data protection, and securing mobile applications.
• Strong problem-solving and troubleshooting skills in a mobile development and service management practices.
• Team player who is skilled at building up and managing stakeholder relationships successfully.
• Ability to persuade stakeholders and to champion effective techniques through delivery.
• Ability to drive initiatives without any formal authority in an ambiguous environment.
• Working knowledge of process improvement practices.

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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