Latest Vacancies at Safaricom Kenya

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Engineer – Fixed Network Support

Detailed Description

Reporting to the Reporting to Lead – Fixed Delivery, the role holder will be responsible for ensuring stability and reliability for the fixed network. He/she will be the point of contact for support and maintenance of Fixed Network and services for assigned cluster to deliver and Always-On fixed customer experience.

Key Responsibilities

• To be a single point of contact for Safaricom fibre infrastructure faults and ensuring restorations are done to the original build specification.
• Provide proper incident management to ensure lower MTTR through temporary restoration to bring up service within SLA and timely closure on permanent restoration.
• Providing excellent customer experience by scheduling visits to resolve service issues for Fixed customers and ensure the contractors adhere to stipulated code of conduct at all interactions with the network and customers.
• Performing network acceptances according to agreed guidelines and checklist following the delivery milestones for provisional, operational and final acceptance.
• Fault diagnosis and prioritization and oversee the resolution process up-to verification of service uptime and provide comprehensive root cause analysis.
• Monthly preventive maintenance reporting and scheduling regular inspection of fibre network and PM activities together with fibre maintenance contractors.
• Analysing risks and proposing fibre relocation plans in case of road, water & sewerage expansion, power utilities, new building facilities and checking for geological changes that will affect the current locations of fibre and/or impact services.
• Ensuring fixed network resiliency and availability by performing and documenting periodic disaster recovery checks and tests.
• Ensuring all maintenance works is done according to Safaricom Health & Safety policies and change management process.
• Spares management and materials forecast for maintenance works by overseeing spares usage and availability in correct specification, quantity and storage.
• Performing regular on ground audits and documentation to maintain high standards of network quality on fibre infrastructure (fibre routes, manholes, cable usage, fibre network components etc)
• Provide proper Supplier/partner management to ensure quality work is delivered per agreed SLAs and contractual obligations.
• Working closely with fibre planning and implementation teams on new fibre works in the regions and confirm the As-built network is per design during acceptances.
• Managing expenditure associated with maintenance projects by developing OPEX savings initiatives.
• To act as the Safaricom representative in regulatory, general public, government authorities and other 3rd parties in managing access, permits and rights of way to ensure smooth flow of day-to-day network operations.
• Liaising with Safaricom Security teams in securingfixed network infrastructure to eliminate vandalism and minimize impact on service.
• Provide periodic and ad-hoc reports showing performance on key experience metrics and network KPI e.g SLA, MTTR, availability etc
• Drive operational excellence projects to drive improvements in our Fixed Network quality & reliability.
• Ensure >99.95% availability of active devices and services on the Fixed GPON access network.
• Carry out Fixed active network service optimization to achieve best performance and customer experience.
• Perform network integrations for OLTs & BNGs, service migration and acceptance of newly installed equipment.
• Maintaining and up-to-date inventory management of devices, tools and IP parameters (addresses and vlans)
• Process documentation and improvement.
• Track QOS affecting parameters e.g., utilization and latencies on the core transport and access networks and execute necessary improvement actions.
• 24/7 on-call support for Fixed Network services.

 Qualifications

• Degree in Electrical, Electronics, Telecommunication Engineering, IT or related field.
• Work Experience of 3 years with specialized role in a busy telecommunications environment.
• Experience working with various vendors equipment such as Nokia, Huawei & Cisco and conversant with network technologies such as GPON & IPRAN
• Knowledge of QoS techniques and hands-on experience of implementing MPLS services.
• Conversant with IPv4, IPv6 Addressing Schemes, Variable Length Subnet Masking (VLSM), VLANs, IP QOS and Triple play services
• CCNA/HCNA and fiber certifications required. CCNP or HCNP is an added advantage.
• In-depth understanding of Transmission infrastructure deployment and Support life cycle will be an added advantage.
• Strong technical analysis, troubleshooting, and problem resolution skills.
• Strong relationship building skills and a team player.

Product Lead, Financial Markets Digitization

Job Description

Reporting to the Tribe Lead, Financial Sector digitization the product lead will work with the Financial Sector digitization in development of Investment products within the Financial Markets such as Retail Bonds tribe, in ensuring delivery for public sector Partners and growth of individual Product. The product manager will Oversee the full product lifecycle -from design and production to commercialization working closely with various Stakeholder in public sectors.

Responsibilities

Accountabilities 

• Lead the Design and Development of Financial Market Digital Products: Identify target audience, design the product, determine the technology stack, and create a roadmap to ensure a market-fit digital product.
• Oversee Product Development Lifecycle: Collaborate with internal stakeholders and monitor every phase of development to ensure alignment with financial market needs.
• Manage Product Documentation: Develop and implement a detailed program to manage product documentation, ensuring it meets the needs of end users.
• Develop and Launch Financial Market Platforms: Lead the development and rollout of platforms such as a Financial Market Developer Portal and streamline onboarding through a well-structured product catalog.
• Implement Growth Strategies: Develop and execute strategies to drive product adoption and growth through effective channel management and regular updates to usage policies.
• Monitor and Analyze Product Performance: Create and maintain a comprehensive dashboard to monitor product performance and analytics.
• Develop Monetization Strategies: Implement a monetization policy to accelerate the digital product economy in collaboration with relevant financial entities.
• Promote Developer Engagement: Co-create an evangelism program through campaigns and partnership marketing to increase outreach and engagement.
• Launch a Digital Product Marketplace: Roll out a marketplace to promote external adoption of digital products, drive consumer self-service, and maximize monetization potential.
• Establish Vision and Strategy: Define and communicate the vision, mission, and strategy for the Financial Market Digital Products platform.

Qualifications

Must have technical / professional qualifications: 

• At least six (4) years’ knowledge and experience in a relevant field with at least three (3) in planning, designing, developing, or operating Financial Services Digital Products 
• Experience in in project development and operation using cloud services; .
• Relevant Business or IT Undergraduate Degree or relevant field along with professional qualifications, or equivalent qualification(s) from a recognized institution of higher learning. 
• MBA or relevant Master’s degree is an added advantage. 
• Superior business understanding, with the ability to leverage technology to solve consumer, business and technical issues.
• Strong stakeholder and strategic partners acquisition skills.
• Possess high professional and ethical standards. 
• Be a strategic thinker with an analytical mind.

Engineer – Fixed Network Customer Support

Detailed Description

Reporting to the Fixed Customer Services Leadthe role holder will provide technical expertise and support for fixed-line broadband services (such as FWA, FTTH, FTTB, and cable services). They will work closely with customers, partners, and internal teams to ensure timely resolution of technical issues, seamless service fulfillment, and enhanced customer satisfaction. They will act as a key point of contact for managing escalations, providing troubleshooting expertise, supporting service delivery to first line teams, dispatchers and technicians on ground while ensuring smooth collaboration between multiple stakeholders involved in service delivery.

Key Responsibilities:

Partner Management:

• Serve as the primary liaison between internal teams and external partners, such as contractors, third-party vendors, and service providers.
• Ensure partners meet agreed-upon service levels and quality standards for installations, maintenance, and technical support.
• Track and monitor partner performance, escalating issues when needed and ensuring prompt resolutions.
• Collaborate with partners to optimize workflows, reducing service delays and ensuring effective service delivery.

Customer Obsession:

• Maintain a customer-first mindset by addressing issues proactively and ensuring high levels of satisfaction with the service experience.
• Provide prompt, efficient, and empathetic responses to customer inquiries or concerns, addressing both technical and service-related matters.
• Regularly follow up with customers to ensure any technical issues are resolved to their satisfaction, offering updates, and ensuring a smooth experience.
• Implement preventative measures to reduce recurring service issues and identify opportunities to improve customer experience.

Seamless Service Fulfillment:

• Coordinate the installation and activation of fixed-line broadband services, ensuring that timelines and customer expectations are met.
• Work with internal teams (sales, field engineers, dispatch) to schedule, track, and execute service fulfillment from installation through to post-installation support.
• Ensure that all service installations are done according to customer specifications, with full functionality and quality assurance.
• Address any service disruption concerns promptly, minimizing downtime and ensuring customers receive continuous service.

Stakeholder Management:

• Work with internal teams, such as Call centre teams, technical teams, Commercial & channels team, and product management, to manage the customer journey and service lifecycle.
• Report on performance metrics, challenges, and customer feedback to relevant stakeholders to ensure alignment on service expectations.
• Collaborate with the sales team to ensure a smooth transition from the sales process to service fulfillment.
• Manage cross-functional relationships to resolve issues quickly, improve operational efficiency, and implement process improvements.

Supporting Dispatch Team:

• Collaborate closely with the dispatch team to ensure smooth scheduling of service visits and appointments for installation, troubleshooting, or maintenance.
• Assist in prioritizing dispatch tickets, ensuring urgent cases or high-priority customers are handled first.
• Support the dispatch team with technical guidance, ensuring technicians are adequately equipped and have all necessary information for service fulfillment.
• Monitor and track field engineer performance to ensure services are completed within service level agreements (SLAs) and customer expectations.

Receiving and Supporting Call Centre Escalations:

• Act as a point of escalation for technical issues or complex customer service problems raised by the call centre team.
• Provide technical assistance to call centre agents, enabling them to resolve customer issues more effectively and efficiently.
• Ensure that escalated issues are handled swiftly, conducting thorough troubleshooting to identify the root cause and resolve technical issues.
• Collaborate with the call centre team to ensure they have the necessary tools, training, and documentation to provide timely and accurate support.

Problem Resolution & Technical Support:

• Diagnose and resolve technical problems related to fixed broadband services, such as connectivity issues, performance degradation, and hardware malfunctions.
• Provide in-depth troubleshooting, guiding customers, and internal teams through advanced technical solutions, including remote diagnostics and field visits when necessary.
• Collaborate with engineering teams to escalate unresolved issues, ensuring rapid resolution and minimizing customer impact.
• Maintain a detailed record of technical issues, resolutions, and lessons learned to improve future support and operational processes.

Continuous Improvement:

• Actively identify areas for process and service improvements, collaborating with internal teams to implement best practices and increase efficiency.
• Analyse recurring issues or service disruptions and provide feedback to product and engineering teams for the development of long-term solutions.
• Stay up to date with the latest developments in fixed broadband technologies, troubleshooting techniques, and customer service tools.
• Participate in ongoing training, workshops, and knowledge sharing to keep skills sharp and improve service delivery.

Required Skills and Qualifications:

• Bachelor’s degree in engineering, computer science, BSc Electronics, Telecoms, MIS, or any related technical field.
• CCNP, CCIP, CCVP, HCNA, CWNA will have added advantage or equivalent certification.
• At least 2 years’ experience in technical support and preferably for an Internet Service provider, telecommunication services provider or equivalent.
• Familiarity and experience with FTTx, GPON & wireless access technologies.
• In-depth knowledge of fixed broadband technologies (e.g., FWA, FTTH, FTTB, cable), including understanding the technical aspects of provisioning, fault isolation, and troubleshooting.
• Strong troubleshooting skills to diagnose and resolve both simple and complex technical issues with broadband services.
• A deep commitment to customer satisfaction, ensuring that issues are addressed promptly and professionally, with a focus on creating positive experiences.
• Previous experience in a technical support or customer service role, preferably in the telecom or broadband industry.
• Familiarity with service management software, CRM systems, ticketing platforms, Network Management systems (NMS), and remote diagnostic tools.
• Technical certifications (e.g., Cisco, CompTIA Network+, or similar) in networking or telecommunications.
• Knowledge of troubleshooting techniques specific to fixed broadband technologies.
• Experience with service level agreements (SLAs) and performance metrics management.

Engineer – Fixed Delivery Assurance

Detailed Description

Reporting to the Reporting to Lead – Fixed Delivery, the role holder will be responsible for estate access permits acquisition for accelerated fixed network coverage, vendor and partner performance management including Coordination, Quality Assurance and SLA (Service Level Agreement) compliance, performance management of all Fixed Technology partners and vendors.

Responsibilities

• Acquire property entry access for fixed coverage, including FTTx, FWA, etc
• Key liaison role between operations teams, the vendor and all the relevant stakeholders.
• Assist with the development, improvement and governance of the fixed technology support contracts relevant to the various systems and solutions in the fixed space.
• Help define, improve and monitor key contract deliverables as well as KPI’s and SLA’s to be measured during the life of the support contracts.
• Generate and manage monthly all partner penalties and service credit agreements for non-adherence to SLAs, health and safety, code of conduct, contractual requisites and network deployment and maintenance stipulated quality standards.
• 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 equipment and 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.
• Coordinate between all suppliers, key stakeholders and Safaricom operational teams when actions are required to improve and sustain performance.
• Coordinate implementation of Improvement Plan for actions documented by the support partners.
• 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 spend of CAPEX/NOPEX per vendor, report to management on capital expenditure, monitor spending against approved budgets and forecasts.
• Reporting to finance and liaising with operations team to justify any deviation from set targets.
• Prepare annual forecast figures as may be required by Finance Team for both CAPEX and NOPEX spend.
• Ensure the vendor is compliant with relevant Safaricom Health & Safety regulations

Qualifications

• Degree in any Technical or related field.
• 2 years and above working experience in a technical role in operations and customer experience.
• Experience in field service operations will be preferred.
• 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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