Engineer-Fixed Service Assurance

We are pleased to announce the position of an Engineer-Fixed Service Assurance in the Service Management 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 Senior Manager, Service Assurance, the position holder will be responsible for reporting and driving accountability of various Fixed Services


Job Responsibilities

Drive adoption and develop KPIs in the Fixed domain Home, Enterprise
Drive adoption and lead KPI performance development of new growth areas e.g. IOT, Fixed Wireless Access via both 5G and 4G.
Lead automation efforts for Fixed Services KPIs via Power BI, Tableau.
Formulate and drive plans geared towards achievement of superior service experience on all Fixed Services platform.
Create service assurance strategy aimed at being fit for the future in line with Digital telco strategy
Analytical data driven information and strategy recommendation, documentation and presentation
Create Fixed service assurance strategy aimed at being fit for the future in line with Digital telco strategy
Fixed Services benchmarking via either crowd souring or an appointed partner
Create a customer experience roadmap for all Fixed services
Perform Fixed Network Quality like Node/Interface utilization/stability while documenting degradation and following up to resolution
Analysis of other Fixed customers touchpoint e.g. Call center demand, NPS verbatim drawing actionable insights to resolve the outliers.


Qualifications – External

Degree in /computer science/IT/Engineering/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


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About 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. With over 29 Million subscribers and an estimated market share of 67%, the Company has the widest modern mobile network coverage in Kenya and prides in its experienced shareholders, attractive tariffs, a nationwide network of effective dealers, high caliber staff and management enabling it to maintain its position as the region’s mobile market leader.